Role Description The Warm Line Peer Specialist is responsible for providing telephone support/resource information to Warm Line callers. The Peer is also responsible for completing required documentation on each call received.

• Essential Position Responsibilities:
• Provides telephone support/resource information to Warm Line callers and refers callers to community resources when appropriate.
• Refers crisis calls to COMCARE CRISIS through 3-way calling feature.
• Completes required documentation on all calls received during the shift.
• Reports any situations/concerns during shift to the on-call Warm Line support staff.
• Meets deadlines as established by the department for submission of documentation and electronic timesheet.
• Other Position Responsibilities:
• Maintains acceptable overall attendance record, including department staff meetings, agency meetings, and trainings as required.
• Ensures appropriate notification to supervisor for absences and ensures that work is covered.
• Flexible in work schedule when needed.
• Exhibits appropriate level of technical knowledge for the position.
• Produces quantity of work necessary to meet job requirements.
• Works well with a team, keeps others informed of information needed, and treats others with respect, maintaining a spirit of cooperation.
• Maintains effective and professional verbal and written interactions with peers, customers, supervisors, and other staff.
• Uses diplomacy and tact in dealing with difficult situations or people.
• Demonstrates effective listening skills and is receptive to constructive feedback.
• Demonstrates the ability and willingness to handle new assignments, changes in procedures, and business requirements.
• Identifies what needs to be done and takes appropriate action.
• Completes assigned work and meets deadlines without reminders/follow-up from supervisor or others.
• Performs work conscientiously with a high degree of accuracy.
• Meets goals and objectives as mutually agreed upon during last performance review (if applicable).
• Requirements
• The Warm Line Operator must identify as a Peer and is required to have an agency phone and laptop.
• Operators are expected to exhibit an interest in providing telephone support.
• Demonstrate problem-solving skills.
• Possess both oral and written communication skills sufficient to interact effectively with both callers and staff.
• Must have the availability to attend all required training sessions.
• Must be willing to work a minimum of one shift per week after successfully completing training.
• Physical Requirements
• Sitting for an extended period of time.
• Manual dexterity to operate the telephone and computer.