Warmline Supervisor

Full-time role. Pay is $50,000 – $55,000 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 NC 24/7 Peer-Run Warmline Shift Supervisor mentors and supports the frontline peer specialists during their shifts on the Warmline. The primary role is to ensure the smooth operation of the Warmline while offering guidance to warmline supporters who provide support to callers. This position will supervise the shift team members, manage call overflow, review notes documented by Warmline Supporters on the technology platform, supervise performance management, provide real-time support during periods of heightened emotion or distress by a caller or team member, IT issues, and ad hoc crisis response.

Location: Remote – Must a North Carolina Resident
Job Type: Full-time

General Responsibilities

• Supervising Staff: Mentor and guide Warmline Supporters during their shifts, ensuring they are offering effective support while actively listening, following protocols, and completing all required notes. Conduct regular, ongoing trauma-informed, collaborative supervision meetings with direct reports. Evaluate performance using strengths-based, trauma-informed methods.
• Ensuring Adherence to Protocols: Make sure Warmline Supporters follow established guidelines, such as confidentiality and referral procedures.
• Call Management: Ensure calls are timely answered and properly routed to Warmline Supporters. Manage call overflow to ensure wait-times are within time limits and calls are not dropped.
• Reporting: Review of call notes for accuracy and timeliness. Provide reports to the Regional Director and Program Manager
• Trouble Shooting: Be the first line of action to remedy potential IT challenges or training gaps.
• Support Staff Well-Being: Offer support to Warmline Supporters during their shifts to help prevent burnout or stress which may impact performance.
• Collaborate: Schedule weekly staff meetings with Warmline Supporters to discuss new or upcoming initiatives, training, or shift issues. Work with the Regional Director and Program Manager to ensure the program is operating under the organizational strategic plan.
• Providing Feedback: Offer real-time feedback and support to peer specialists, helping them improve professional development and identify areas that need strengthening.
• Meeting Facilitation: Conduct intra team meetings using trauma-informed, strengths-based facilitation skills.
• Workforce Sustainability: The supervisor may be required to work outside of their regular schedule to support staffing shortage or program needs.

Qualifications & Experience

• Must have a smartphone, reliable Wi-Fi, and mobile data for Wi-Fi disconnection issues.
• Current North Carolina Certified Peer Support Specialist or ability to obtain certification within 6 months of hire.
• 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, and reliable, working as a team player, and utilizing personal determination skills.
• Demonstrates honesty, and integrity, is ethical and approachable.
• Ability to interact effectively with the public, providers, and other stakeholders.
• Uses personal recovery experiences to support others, including crisis-based support.
• Ability to manage time and complete tasks.
• Knowledge of a variety of computer software applications in word processing, spreadsheets, databases, and presentations.
• 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.

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.