Evening Warm Line Counselor

JOB TITLE : Evening Warm Line Counselor

DEPARTMENT : Warm Line

JOB STATUS : Part-time or full-time (15 - 37.5 hours / week), non-exempt

SALARY : $24.00 / hr base rate; differential pay rates available for weekend and holiday shifts.

Part-time :

• This position accrues paid Sick Time at 1 hour per 30 hours worked; not eligible for employment insurance benefits or paid vacation accruals

Full-time :

• 100% Employer Paid Medical : Kaiser HMO or Blue Shield PPO
• 100% Dental, vision, life & long-term disability coverage; EAP
• Over 30 days of PTO, including 10 vacation days (baseline), sick days, personal days, and major holidays
• Health and Dependent Care FSA, Commuter Check, and 403(b) options available
• Ongoing access to MHASF continuing education and skill-building workshops- all training time paid
• Excellent opportunity for advancement-over 70% of our staff have been promoted internally at least once!

REPORTS TO : Warm Line Program Manager

ADDITIONAL PERKS : Biweekly 1 : 1 meetings with a supervisor for support and professional growth; MHASF support groups : Pride Place, Managing Anxiety, Depression Lives On & So Can We, Adults on the Autism Spectrum, BLADE (African American Support Group), Coffee Talk with MHASF(A weekly, group get-together), Drop-In Support Group for Collecting Behaviors, Family & Friends Support Group for Collecting Behaviors), Opportunities to attend conferences (including the annual Redefining Crazy Conference)

ABOUT MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)

MHASF is a mental health peer-run nonprofit located in downtown San Francisco serving people and agencies across the Bay Area since 1947. As mental health consumers ourselves, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs, and believe that dignity and recovery in mental health are something everyone can experience. Our staff is dedicated to creating spaces for learning and healing around stigmatized and under-resourced areas in mental health-hoarding and cluttering behavior, peer employment support, wellness & nutrition, community-based crisis response, service navigation, and more. MHASF strongly-encourages people with lived experience of mental health challenges to apply and grow with us!

OVERVIEW OF PROGRAM & POSITION

The Warm Line is a non-crisis phone and instant messaging center-managed and staffed entirely by people who have lived experience of mental health challenges-which provides information, resources, and emotional support to the people in California 24 hours a day. Warm Line Counselors play the central role in offering 1-on-1 peer support by answering live calls and chats from people with a wide variety of life experiences and needs with a warm, personal, and nonjudgmental approach. Our Counselors come from all walks of life and form a highly diverse and collaborative team. The successful candidate for this position will have their own lived experience of mental health challenges, will be ready to share their own experiences with others, and will thrive in a setting that requires ongoing communication, multitasking, problem-solving, cooperation, and commitment to recovery values.

RESPONSIBILITIES

The Evening Warm Line Counselor's responsibilities will include but are not limited to the following :

• Answer incoming calls and instant messages in English, and respond to voicemails
• Use active listening and peer counseling skills to understand the person's needs and respond appropriately
• Gather and record demographic and other survey information
• Keep detailed documentation of all calls and instant messages using the iCarol database program
• Respond to crisis and high-risk calls, when they occur, according to MHASF procedures
• Attend and participate in regular Warm Line staff meetings and 1-on-1 supervision meetings
• Debrief challenging calls, chats, and other situations as needed, and make use of on-call supervisor support
• Adhere to and support the implementation of all policies and procedures, including confidentiality agreements

As job descriptions cannot be exhaustive, the above list of responsibilities is intended to provide a general overview of duties to be assigned and in no way is a comprehensive list of position duties and responsibilities.

QUALIFICATIONS

• Personal lived experience of mental health challenges and willingness to share aspects of your own experience with callers and chat visitors; a clinical diagnosis is not required
• Flexibility to work a variable schedule
• Familiarity with the peer support model and the value of peer support
• Professional computer experience (including Microsoft Office Suite), comfort with doing a large amount of typing, and ability to quickly learn new software
• Effective organizational skills and attention to detail
• Ability to manage time, focus, and priorities to complete work despite distractions and interruptions
• Understanding of and commitment to confidentiality practices
• Ability to work in a collaborative, team-based environment
• Willingness to learn from others, take feedback, and make adjustments to communication and behavior
• Affirmative and accepting approach toward people whose needs and experiences differ from your own
• Commitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach to engagement
• Commitment to upholding the mission, vision, and values of MHASF

PHYSICAL REQUIREMENTS

The position requires long periods of work at a desk, which may involve sitting or standing and the use of a computer, keyboard, mouse, and desk phone. The office building and between floors of the building, and to travel short distances (under 1 mile) is required. Other physical tasks may involve reaching, pulling, pushing, bending, climbing a stepladder, use of a dolly to move items weighing up to 50 lbs., and lifting and carrying up to 20 lbs.

EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

Mental health challenges can affect anyone at any time, regardless of identity or background, and consequently the communities we serve are highly diverse. As a peer-run organization, we also recognize the importance of lived experience as an irreplaceable form of expertise and as a basis for building trust and providing effective services. We welcome and strongly encourage people from historically marginalized and economically disadvantaged groups, including people who identify as disabled or neuro-divergent, to apply to work with us.

MHASF is committed to providing equal employment opportunities to all qualified applicants for employment and does not discriminate on the basis of race, religion, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender or gender identity, gender expression, age, sexual orientation, military or veteran status, or any other factor not related to ability to successfully fulfill the requirements of the position.

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