Warm Line Phone Operator

Description

Summary

Promotes a recovery based approach to member care that emphasizes hope, respect, self-direction and empowerment by providing peer support, education on community resources and other supportive services, to aid in members’ recovery from mental illness and/or addiction disorders. Guidance and direction is provided by the Warm Line Manager and Sr. Community Programs Director

Essential Duties

• Promotes HOPE, Inc. as the premier peer support organization to the behavioral health community and prospective funding sources.
• Ensure compliance with and support of Executive directives, Agency contracts and established policies and procedures.
• Relates own recovery process in a positive and supportive manner through coaching, role modeling and mentoring in order to assist members in developing skills to achieve their goals.
• Provides caller with community resources in an effective manner.
• Actively listens to the members without offering advice.
• Provides information on service options at RBHA direct contracted agencies.
• Completes documentation for behavioral health record in accordance with agency and funding source requirements.
• Participates in the agencies recruitment process.
• Communicates with the supervisor regarding difficult calls.
• Collaborates with the crisis line to field crisis calls and offer support to the caller in order to ensure their safety.
• Advocates for members, as needed, to ensure delivery of necessary services.
• Performs other related duties in accordance with agency growth, departments, and changes.

Requirements

Qualifications

• High School/GED
• At least 21 years of age
• Strong leadership and organizational skills
• Effective oral and written communications skills
• Effective listening skills and ability to empathize with people.

Additional Requirements:

(Required) Peer - Individuals must have first- hand knowledge of a behavioral health condition or substance abuse issue, whether or not they received treatment or medication or identify as a family member of someone in recovery.

Must be at least 21 years of age per licensing requirements.

1st Aid, CPR and proof of TB within last year

EOE

HOPE, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HOPE, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.