Support Line Operator – Per Diem

This is a fully remote position, open to applicants in Vermont.

📋 Description

• Provide confidential peer support through choice-driven, person-centered, risk reduction, and strengths-based methods.

• Respond to individuals reaching out via phone or text within an appropriate timeframe.

• Communicate with colleagues and supervisors through email, chat, and text.

• Accurately collect data following each interaction.

• Convey programmatic expectations and limitations to callers and texters.

• Navigate adversity and handle challenging discussions with callers, including topics such as death or suicidal thoughts, substance use, altered states, extreme states, and oppressive systems.

• Aid callers in crisis and direct them to suitable resources.

• Understand and comply with policies and procedures, including emergency and on-call protocols.

• Attend mandatory meetings and training sessions unless excused by the employee’s manager or HR.

• Complete the Certified Peer Support Provider (CPSP) certification process.

• Offer phone support that is free, confidential, nonjudgmental, and accessible to all Vermonters 24/7.

⛳️ Requirements

• Must reside and work in Vermont.

• Must be able to attend one team meeting and one supervision session each month.

• Must work one shift every four weeks unless otherwise agreed upon with the Supervisor.

• Direct lived experience related to what is commonly known as a mental health challenge or crisis (not limited to substance use issues), with a willingness to share when appropriate.

• Ability to fulfill the requirements of the Certified Peer Support Provider (CPSP) process with The Copeland Center.

• Capability and readiness to share personal life experiences thoughtfully and intentionally.

• Commitment to delivering quality peer support and aligning with peer values and ethics.

• Strong interpersonal skills with the ability to build relationships with individuals from diverse backgrounds and experiences, including those who have experienced marginalization, oppression, and injustice.

• Openness to self-reflection, learning, and taking responsibility.

• Willingness to adopt new approaches in personal relationships and seek support when necessary.

• Skill in managing crisis situations while establishing professional boundaries and personal limits.

• Tolerance for risk and discomfort.

• Willingness to pursue reconnection after disconnection.

• Ability to work both independently and collaboratively within a team.

• Advanced computer literacy skills, with experience using Google Suite preferred.

• Capacity to multitask between phone calls, textline responses, and team communication.

• Ability to independently meet job responsibilities.

• High school diploma or equivalent work experience.

• Availability to work on occasion during holidays.

• Ability to work remotely in a confidential space with minimal distractions.

• Reliable internet connection.

• Daily use of a computer and virtual phone software.

• Ability to read information displayed on a computer screen.

• Frequent typing and communication with team members via group chat.

• Capability to participate in virtual meetings.

• For training purposes, ability to work in an office setting either independently or alongside others if necessary.

🏝️ Benefits

• Access to a diverse range of Pathways facilitated training sessions, including Intentional Peer Support.