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Vermont Peer Support Line Conversationalist

Pathways Vermont Peer Support Line Conversationalist


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


Serves: All Vermonters over the age of 18


Supervised by: Vermont Support Line Team Leader 


Schedule 3-11p Tuesday – Saturday



  • 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:
    • weekly supervision and co-reflection; (virtual
    • Monthly All Staff meeting & Team meeting (virtual)
  • 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, oppressive systems, and views that may not match your own
  • 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: 

  • $16.00 hourly 
  • $16.75 hourly for weekend hours
  • Time and a half for Pathways observed holidays



  • Medical, dental and vision insurance
  • Long Term Disability/Life Insurance
  • Paid Time Off (accrual of 210 hours per year to start)
  • All-Staff days off 
  • 403(b) Retirement Savings Plan
  • Employee Assistance Program
  • Longevity Recognition Rewards


To apply send a cover letter and resume to [email protected]