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
Responsibilities:
- 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
Qualifications:
- 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
AND
- 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
Benefits:
- 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]
