This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Peer Support Specialist – Crisis Call Center
The Peer Support Specialist – Crisis Call Center, working primarily in a call center environment, will serve as the first point of contact and works as a member of the Crisis Division to provide peer support to individuals in crisis. Using personal lived experience and recovery expertise, the Peer Support Specialist provides hope, encouragement, active listening, advocacy, education, resource connection, and support to individuals contacting the Crisis Call Center. The Peer Support Specialist works collaboratively with Crisis Diversion Specialists, clinical staff, mobile crisis teams, and community providers to support individuals in accessing appropriate services and identifying practical strategies for managing their current concerns.
The Peer Support Specialist does not independently conduct clinical risk assessments, determine level of care, or make clinical disposition decision, but communicates significant observations or concerns to appropriate clinical staff.
Essential Duties/Responsibilities
Answer crisis-line calls promptly and provide calm, respectful, person-centered support to individuals experiencing emotional distress, suicidal thoughts, psychiatric symptoms, substance-related concerns, or other behavioral health or substance use crises.
Assist with answering inquiring phone calls, responding to requests for information/referral sources, and route calls as appropriate.
Provide peer support to individuals experiencing emotional distress, mental health concerns, substance use concerns, or other crisis situations.
Utilize personal lived experience appropriately to provide hope, encouragement, validation, and support.
Use active listening, person-centered communication, and recovery-oriented approaches to establish rapport and promote engagement.
Assist individuals in identifying personal strengths, coping strategies, natural supports, and practical next steps.
Assist consumers in identifying barriers to recovery and developing realistic strategies to address those barriers.
Support individuals in identifying and utilizing healthy coping and self-help techniques.
Provide recovery-oriented education and information within the scope of peer training and certification.
Assist individuals in identifying and connecting with community resources, behavioral health services, substance use services, and other supports.
Assist with warm handoffs and connection to ongoing services following a crisis contact.
Support individuals in navigating available Hamilton Center, Inc. (HCI) and community resources.
Provide follow-up support as assigned and assist individuals in maintaining connection to recommended services.
Communicate significant observations, changes in presentation, or concerns regarding a consumer's safety or needs to the Crisis Diversion Specialist, clinical team, supervisor, or other appropriate staff.
Participate in crisis intervention and de-escalation activities within the scope of peer training and certification.
Assist Crisis Diversion Specialists and clinical staff with crisis response activities as directed.
Participate in team consultation and communicate relevant peer perspective to support individualized care.
Advocate for consumer preferences, needs, rights, and self-determination.
Assist consumers in developing problem-solving skills and identifying strategies for managing future crises.
Maintain knowledge of community resources, eligibility requirements, and referral procedures.
Maintain appropriate professional boundaries and avoid dual relationships.
Protect consumer confidentiality and follow applicable laws, regulations, ethical standards, and HCI policies.
Use inclusive, culturally responsive, trauma informed, and recovery-oriented language and approaches.
Document peer contacts, interventions, referrals, consumer responses, and other required information accurately and timely in the electronic medical record (EMR).
Participate in shift handoffs, team meetings, case consultation, training, quality improvement activities, and emergency preparedness activities.
Maintain a clean, orderly, and safe work environment and report concerns to appropriate supervisors.
Maintain current peer certification and complete required continuing education.
Participate in cross-training and provide support within other Crisis Division departments as assigned.
Perform other duties as assigned.
Attend scheduled team meetings to collaborate with colleagues and management, discuss individual cases, and contribute to overall program development.
Participate in the required ongoing clinical supervision after completing HCI OBHP training modules.
Perform other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications/Requirements
High school diploma or GED.
Self-identify with lived experience of mental illness and/or substance use recovery.
Demonstrated ability to maintain healthy recovery and utilize lived experience appropriately in a professional setting.
Ability to obtain Certified Peer Support Professional (CPSP) or Certified Peer Recovery Coach Associate (CPRC-A) certification within 6 months of hire.
Experience in crisis related field preferred.
Oral and written communication skills.
Interpersonal skills.
Knowledge of the natural history of mental disorders and the relevant biological and socio-cultural factors.
Understanding and knowledgeable of the range of treatment needed and appropriate utilization of available resources.
Certificates, Licenses, Registrations
Valid driver's license in accordance with HCI motor vehicle policy.
CPI (Crisis Prevention Intervention) - certification must be obtained after hire and prior to providing direct consumer care. This certification must be maintained and kept current throughout employment.
American Red Cross CPR/First Aid - certification must be obtained after hire and prior to providing direct consumer care. This certification must be maintained and kept current throughout employment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate in person or by telephone. The employee is frequently required to stand, walk, reach, bend, and sit. This position is primarily based in a 24-hour crisis hub and requires extended periods of sitting, standing, telephone use, and computer use.
Work Environment
Most of the work of the Peer Support Specialist in the Crisis Call Center is within the office setting. Conditions such as safety, cleanliness, and comfort vary. Work may cause emotional stress involving working with people who are often distraught and unpredictable. The Call Center Crisis Diversion Specialist may regularly encounter emotionally intense situations and must remain calm, attentive, and effective while supporting individuals experiencing acute distress.
Worksite address
terre haute, IN, 47808, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.