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Vermont Peer Support Line Operator – 2nd Shift

Vermont Peer Support Line Operator

2nd Shift


It is the policy of Pathways Vermont that all employees and applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, veteran status, age, sex, marital status, sexual orientation, gender identification, or disability. Pathways Vermont is committed to a diverse workplace that reflects the communities we serve, and is particularly interested in receiving applications from a broad spectrum of people including people with military experience, individuals with disabilities, and people of color. 

The Company: Pathways Vermont is a dynamic nonprofit agency that ends homelessness and provides alternative mental health services. Pathways believes housing is a basic human right and practices housing first – immediate access to housing without preconditions. Client choice, harm reduction, non-coercion, flexibility and person-centered housing plans are core elements of this program. Pathways offers a great benefit package including dental and health insurance, generous time-off and paid holidays. 

The Role: The Vermont Support Line Operator provides phone support that is free, confidential, non-judgemental and available to all Vermonters 24/7. The Vermont Support Line is staffed by individuals who acknowledge that they have experienced a broad range of struggles of their own and are willing to be open about them utilizing the principles of Intentional Peer Support. 

Serves: All Vermonters over the age of 18 

Supervised by: 2nd Shift Supervisor 

Hours Available: Part Time/Friday-Sunday 3pm-11pm 


  • Provide safe, confidential, non-judgmental support to Vermonters who call and/or text the Vermont Support Line 
  • Interact with callers using a “peer” approach as taught in the Intentional Peer Support (IPS) model ● Respond to callers and texters via phone or text within a reasonable timeframe 
  • Communicate via email, chat, and text with co-workers and supervisors 
  • Participate in ongoing training (as advised by a supervisor), skills building and team building including team meetings, core competencies, co-reflections, etc. Some of these trainings are offered remotely and are recorded for viewing at a larger date: 

○ Full Time staff: weekly supervision and co-reflection; monthly All Staff meeting & team meeting ○ Part Time: bi-weekly supervision and co-reflection; monthly All Staff meeting & team meeting ○ Per Diem: monthly supervision and co-reflection; monthly All Staff meeting & team meeting ● Required to complete data collection after each call accurately and completely 

  • Negotiate adversity and challenging conversations with callers – including, but not limited to: conversations about death or wanting to die, substance use, altered states, extreme states, and oppressive systems 
  • Assist a caller in crisis and refer call accordingly to appropriate resources 
  • Awareness and adherence to policies and procedures for Vermont Support Line and Pathways Vermont 


  • Experience with mental health, substance use and/or other life challenges, and a willingness to support others utilizing a “peer” model of service 
  • Ability to share from one’s own personal transformative experiences 
  • Value for person-centered care and harm reduction 
  • Excellent interpersonal and communication skills 
  • Openness to multiple perspectives 
  • Ability to communicate effectively both orally and in writing 
  • Independent problem solving skills 
  • Knowledge of community resources and supports preferred 
  • Self-motivation and ability to work independently and as part of a team 
  • Training in Intentional Peer Support preferred (or scheduled upon hire) 
  • Advanced computer literacy skills; experience with Google Suite preferred 
  • Ability to multitask between phone calls, textline, and communication with team
  • Familiarity with VoIP phone system and other online communication tools preferred
  • High school degree or comparable work experience 
  • Availability to work holidays 
  • This position requires regular attendance 

Working Conditions/Physical Demands: 

  • During COVID-19, Pathways Vermont is supporting staff in working from home when possible: ○ Ability to work from home independently in a confidential space with limited distractions, with reliable internet and phone reception 


○ Ability to work in an office setting either with others (using COVID precautions) and/or independently. Reliable transportation to and from your work site 

  • During COVID-19, if you are working from home – you will arrange for an appropriate work from home space/set up. Your supervisor may utilize various remote technology tools to monitor work from home performance and output 
  • Occasional stooping, kneeling, crouching, reaching, pushing, or pulling, to engage in equipment problem solving & if working from an office setting for cleaning purposes 
  • Frequent operation of a computer, phone, and other office machinery, including frequent typing
  • Frequent talking and listening in participation of the exchange and receipt of ideas through spoken or written word; and giving detailed information through oral or written communication
  • Moderate reading responsibilities 
  • Rarely lifting and carrying up to 20 pounds (i.e. assisting with office cleaning and equipment maintenance) 
  • Occasional exposure to high levels of noise and persons who are upset, angry, or in an extreme state 


Starting Compensation: 



Regular shifts

$1.50 additional/hour

Overnight hours

$.75 additional/hour

Weekend hours 12 AM Saturday – 6 AM Monday