Warmline Peer Support Specialist III

Full-time role. Pay is $20.00/hr based on experience. Benefits include health insurance, dental insurance, vision insurance, sick time, PTO, 401K, EAP, life insurance (optional), and short-term/long-term disability.

About The Position

The Warmline Peer Support Specialist III is an advanced-level role that oversees complex caller cases, provides in-depth mentoring to PSS I and II. You will lead our warmline team in delivering compassionate, peer-based crisis intervention and support. In this advanced leadership role, you will manage complex caller cases, mentor and guide Warmline Peer Specialists, and oversee day-to-day operations for your designated team or shift. Your lived experience and expertise will empower both callers and colleagues, ensuring every interaction reflects PRN’s commitment to healing, recovery, and social change.

Location: Charlotte & Raleigh, NC
Job Type: Full-time

What You’ll Do

• Crisis Intervention & Support:
  Manage escalated calls involving mental health crises, suicidal ideation, and severe distress using advanced de-escalation techniques and crisis management protocols.
• Team Leadership & Mentorship:
  Provide real-time coaching, structured training sessions, and supportive feedback to Warmline Peer Specialists, ensuring a collaborative and growth-oriented team environment.
• Operational Coordination:
  Oversee shift operations and call flow, balancing workloads among team members and serving as the primary escalation point for complex or sensitive cases.
• Documentation & Reporting:
  Conduct quality assurance on call logs, ensuring confidentiality and accuracy, and generate detailed reports on call volume, resource utilization, and outcomes.
• Community Resource Integration:
  Utilize your in-depth knowledge of community resources to assist callers effectively and support team members in connecting individuals to essential services.

Qualifications

• Certification:
  Current or actively pursuing NC Certified Peer Support Specialist certification.
• Lived Experience:
  Personal experience with mental health or substance use recovery, with a passion for using your journey to support others.
• Communication Skills:
  Excellent verbal and written communication, active listening, and conflict resolution skills.
• Technical Proficiency:
  Experience with call center systems, team management software, and data analysis tools
• Leadership:
  Proven ability to lead, mentor, and coordinate teams effectively in a fast-paced environment.
• Organizational Skills:
  Strong time management and documentation abilities to ensure operational efficiency and compliance.
• Commitment:
  A genuine belief in the recovery potential of all individuals and a dedication to trauma-informed, culturally sensitive peer support.