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Certified Recovery Peer Specialist - Warm Line Operator

Company Info

NAMI Collier County- CLEAR program
STATEWIDENaples, FL 34108
Collier County

Job Info


Peer Support Operators work remotely. 

Essential Duties

·     Provide one-on-one peer support in accordance with recovery-oriented trainings and practices

·     Use the virtual phone system to answer the line during your scheduled shift

·     Complete call logs to appropriately document details of calls received

·     Keep all documentation current

·     Report concerning or critical calls to the Line Coordinator for referral to Managing Entities

·     Outreach to treatment centers, community groups, and providers to promote the CLEAR Warm Line

·     The ability to use good listening skills and lead with empathy when connecting with callers

·     Must be proficient in using Excel, Dropbox, and smart phone apps

·     Must have a working understanding of the core principals of Intentional Peer Support

·     Understand Trauma Informed Peer Support or agree to be trained

·     Understand Whole Health and Resiliency or agree to training

·     Attend supervision meetings

·     Complete required trainings as needed

·     Keep open lines of communication with the members of the CLEAR team


Knowledge, Skills, and Abilities


·     Ability to remain calm with callers who present a wide range of topics and challenges

·     Motivational Interviewing skills

·     Trauma-Informed Care sensitivity when connecting with callers

·     Intentional Peer Support core principles

·     The ability to use empathy appropriately

·     The utilization and knowledge of WRAP and wellness tools

·     Advocacy and education about individual rights

·     Ability to learn how to use the virtual phone system including an application for computer/tablet/smartphone

·     Knowledge of family and consumer issues relating to mental health

·     Knowledge of pregnancy and substance abuse issues

·     Excel at researching resources for information and referral

·     Ability to work remotely

·     Use the power of your lived experience to empower others






Personal characteristics 

The Peer Support Operator should demonstrate competency in the following: 

·     Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization. 

·     Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization. 

·     Communicate Effectively: Speak, listen, and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques. 

·     Flexibility: Ability to go with the flow a must for this position. 

·     Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters. 

·     Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.

·     Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.

·     Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities.

·     Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Experience / Education Required

·     High School Diploma or GED

·     Must be a Certified Recovery Peer Specialist in good standing 

·     Level I WRAP Certified

·     Education or experience in a related field preferred

Hours / Days: Thursday-Saturday 4:00 PM-10:00 PM EST - Part Time
Start Date: March 2019

Additional Info


·     Proficiency in the use of computers including Microsoft Excel, Microsoft Outlook, Dropbox, and Internet search engines

·     Personal computer with Microsoft Office programs 

·     Reliable smartphone with screen intact; capable of downloading the phone system app

Peer Support Coaltion of Florida, Inc.
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