Full Time & Part Time Availability

ACCOUNTABLE TO: Warmline Program Director, Associate Director & Clinical Manager General Summary

The Warmline Clinical Support Supervisor is responsible for supporting the peer support specialists. They provide ongoing training and support to Warmline operators to ensure they are up-to-date with best practices and approaches in mental health support. The Warmline Clinical Support Supervisor collaborates with other mental health professionals to ensure the service is accessible, effective, and responsive to callers' needs. Additionally, they are responsible for monitoring accurate data and statistics on Warmline usage and ensuring that any emerging concerns or issues are addressed in a timely and appropriate manner.

Primary Duties

● Manage and provide weekly supervision to a team of Warmline Clinical Support Staff, ensuring adherence to quality and performance standards.

● Monitor and report on staff performance, providing ongoing feedback and coaching to address performance gaps.

● Coordinate training and professional development opportunities for staff, including orientation, ongoing training, and continuing education.

● Facilitate meetings and participate in committees as needed to achieve team goals and objectives.

● Ensure data collection and reporting procedures are followed and provide regular reports to management on team performance.

● Maintain a positive and supportive work environment that encourages teamwork, collaboration, and open communication.

● Respond to escalated client issues or concerns as needed, providing timely and effective resolution.

General Duties

● Must be available to work some weekends for training and on-call scheduling.

● Provide appropriate communication skills while offering compassionate listening and peer support in operating the WarmLine for a minimum 4 hours per week.

● Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine

● Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.

● Complete specific assignments as requested by the WarmLine Operations Manager and/or Program Directors.

● Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.

The above job responsibilities are meant to be representative, not a comprehensive job description, and are subject to change depending on the needs of the program and NAMI OC.

Experience & Education Requirements

● Personal mental health lived experience and openness to disclose to Warm Line callers and during counselor training is a requirement for this position.

● Masters Degree in Mental Health (MSW, Psychology, Counseling, MPH) from an accredited college or university (Required) or 5 years of peer leadership experience along with certification (CMHPRS) (Certified Mental Health Peer Recovery Specialist) or 5 years of supervision experience along as being a certified alcohol drug counselor (CADC)

● Minimum 2 years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting.

● Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices.

● Familiarity with the mental health recovery movement, peer support model, and local resources.

● Proficiency in Google Office Suite, use of a multi-line phone system, tech systems (zoom, icarol, NICE) and basic troubleshooting.

● Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support warmline mental health services.

● Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English Korean - a plus)

● Support the values and mission of NAMI OC as related to employment..

● Ability to pass a background clearance.