Warmline Program Manager

Full-time role. Pay is $65000 – $80000 per year 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 Promise Resource Network

Promise Resource Network is a nonprofit survivor-led organization that disrupts illness-based approaches to mental health and substance use by understanding the impacts of trauma and supporting healing, wellness, and recovery.

About The Position

The Manager – Peer Warmline supports the Regional Programs Director by overseeing the operation of a statewide phone support system that offers peer assistance to individuals in crisis, providing them with a compassionate listener and a space to share their concerns. This position will be the content expert of Warmline programs and policies, responsible for the development and coordination of community and partnership resources, track data and report analysis and trends, represent PRN as the national Warmline model, lead efforts on program specific continuous process improvement and quality management initiative, and scheduling time and attendance of the team. The role combines management skills with a strong understanding of crisis management, peer support, and data collection for ongoing program development.

Location: Charlotte, North Carolina
Job Type: Full-time

General Responsibilities

• Program Management: Ensure the Warmline service operates smoothly by meeting the needs of the peers and confirming the program aligns with organizational strategic goals and objectives. 
• Staff Management: Create professional development models and training in coordination with PRN’s Organization Development and Learning team. Schedule weekly time and attendance for Warmline team. 
• Service Monitoring: Track data and trends to determine capacity and to ensure the program meets outlined standards. 
• Resource Allocation: Manage the budget to ensure the Warmline is functioning at peak performance within funding levels while meeting targeted goals and initiatives. 
• Quality Assurance: Ensure the quality of support is measured and tracked by collecting data, metrics, and creating reports for management to review and make recommendations in coordination with PRN’s Quality Assurance and Improvements manager. 
• Collaboration: Work with the Chief Program Officer and Peer Shift Supervisors to improve the program and ensure policies and procedures are standardized and followed. 
• Outreach and Advisory: Be the face of a national Warmline model while developing and coordinating community partnerships. 

Qualifications & Experience

• Minimum bachelor’s degree in business administration, management, or equivalent. 
• Minimum two years’ experience working with individuals with substance abuse challenges, mental health issues, homelessness, or co-occurring issues. 
• Current North Carolina Certified Peer Support Specialist. 
• Belief in the recovery potential of all people and is committed to the philosophy of peer support by reinforcing their ability to work and/or achieve personal goals. 
• Ability to receive guidance, training, and mentoring to grow skills and knowledge. 
• Demonstrates leadership by modeling PRN’s mission, values, philosophy, and guidance to team members. 
• Demonstrates taking personal responsibility, being dependable, reliable, working as a team player, and utilizing personal determination skills. 
• Demonstrates honesty, integrity, is ethical and approachable. 
• Ability to interact effectively with the public, providers, and other stakeholders. 
• Committed to personal recovery and wellness and has a personal history of recovery and lived experiences in seeking and receiving crisis-based support. 
• Ability to manage time and complete tasks. 
• Knowledge of a variety of computer software applications in word processing, spreadsheets, databases and presentation. 
• Demonstrate honesty, integrity, ethical, and approachability. 
• Excellent communication skills (oral and written) using active and reflective listening, asking curious questions, validating others’ experiences, remaining non-judgmental, and demonstrating effective conflict resolution skills. 
• Must have a valid NC Driver’s license. 

Salary: $65000 – $80000 per hour

PRN believes that all persons are entitled to equal employment opportunity. We do not discriminate against our employees or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual preference, sexual orientation, physical handicap or medical condition. Equal Employment Opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.