NAMI OC WarmLine is a non-crisis phone and instant messaging center—managed and staffed entirely by people who have mental health lived experience—which provides information, resources, and emotional support to the people in Orange County/California 24 hours a day and 7 days a week. NAMI OC WarmLine Peer Support Specialists play the central role in offering 1-on-1 peer support by answering live calls and chats from people with various life experiences and needs with a warm, personal, and nonjudgmental approach.

• Provide wellness-focused peer-to-peer support in a 1:1 setting for crisis-related and planned service program clients.
• Answers incoming calls and instant messages in Spanish and English, and respond to assigned voicemails
• Use active listening and peer counseling skills to understand the person’s needs and respond appropriately
• Provide emotional support: Act as a supportive listener, offering compassion, empathy, and non-judgmental support to individuals experiencing crisis or emotional distress.
• Offer practical help: Help individuals connect with resources and services they need, such as crisis hotlines, counseling services, or other community support options.
• Provide crisis intervention: Assess the severity of the situation, determine appropriate actions, and create a plan to help the individual manage the crisis or emergency.
• Maintain confidentiality: Respect and maintain the confidential nature of conversations held with individuals seeking support, adhering to ethical and legal guidelines.
• Advocate for individuals: Serve as an advocate for individuals experiencing crisis, working to ensure they receive appropriate care and support from medical or mental health professionals.
• Collaborate with team members: Work collaboratively with other members of the crisis response team to ensure a coordinated and effective response to each crisis situation.
• Maintain documentation: Keep accurate documentation of all interactions with individuals seeking support, adhering to agency policies and procedures.
• Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.
• Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times, as determined by a supervisor in order to meet the needs of the organization.

• Must be available to work weekday and daytime hours.
• Provide appropriate communication skills while offering compassionate listening and peer support in operating the NAMI OC WarmLine.
• Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine
• Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.

• Personal mental health lived experience and openness to disclose to WarmLine callers and during counselor training is a requirement for this position.
• Minimum 1 ½ years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting.
• Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices.
• Familiarity with the mental health recovery movement, peer support model, and local resources.
• Proficiency in Google Office Suite, use of a multi-line phone system, technology systems (Zoom, iCarol, NICE) and basic troubleshooting.
• Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support WarmLine mental health services.
• Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English/Korean) - not mandatory, definitely a plus.
• Support the values and mission of NAMI OC as related to employment.
• Ability to pass a background clearance.