Continuum offers excellent benefits, matching 401(k) plan, including a generous PTO package and 12 paid holidays compensated at Double Time!

Mental Health Services Department:

Scope of Service: The Recovery Support Specialist Warm Line Operator works remotely, supporting the day to day operations of Continuum’s Mental Health Peer Run Warm Line. The Warm Line is a non-crisis telephone support service in which trained peer staff provide live support to individuals in the Greater New Haven area. Warm line operators provide peer support over the phone between the hours of 5:00p – 10:00p, 365 days per year. Operators have the ability to listen and support callers, providing the opportunity to be grounded to prevent the need for emergency services. The warm line team provides support and connection to community resources, as applicable. Warm Line Operators will model competency in recovery, healing, and wellness.

ESSENTIAL JOB FUNCTIONS

• Ability to work flexible schedules to include nights and weekends.
• Works fully remote logging into warm line phone system timely and effectively.
• Maintains a confidential workplace while taking calls.
• Accepts incoming calls as received.
• Warmly greets and actively listens to the caller by being supportive, demonstrating empathy, and offering emotional supports.
• Gathers necessary information required of each caller.
• Provides information on resources (i.e. homeless shelters, food pantries, mental health services, substance use treatment facilities, etc.)
• Concludes the call for a clear plan of action, where applicable.
• Limits calls to identified time frames to ensure other callers may access warm line.
• Keeps accurate record of daily calls, submitting timely reports weekly
• Communicate effectively with other team members and maintain positive working relationships throughout the organization.
• Communicates with Warm Line Supervisor and/or on-call for any potential crisis situations.
• Communicates with South Central Mobile Crisis for emergency situations.
• Maintains a high-level confidentiality while performing all duties
• Consistently participates in staff training/meetings.
• Participates in bi-weekly supervision with warm line operators and supervisor
• Ability to travel to local training sites and meetings
• Evening hours and weekend hours required- not sure if this belongs in this section since you have the hours above.

Quality Assurance – Chart Documentation and Professional Development:

• Adheres to policies and practices as outlined in the staff handbook and operations manual.
• Consistently works in a respectful, constructive, and cooperative manner.
• Upholds all Health Insurance Portability and Accountability Act (HIPAA) regulations and secures all necessary releases of information for outside communication.
• Models culturally competent behavior interacting with clients, providers, and fellow staff.
• Maintains accurate records in accordance with programming, contractual, licensing, and accreditation requirements.
• Adheres to the standards of the Council on the Accreditation of Rehabilitation Facilities (CARF).
• Participates in agency committee work when available or as permitted.
• Completes all trainings as required per program contract and agency policy.
• Attends agency sponsored in-services, outside trainings, conferences and meetings to facilitate continued professional growth and ensure the quality of case management practices.

QUALIFICATIONS

• High school diploma or equivalent; additional college preferred.
• Excellent listening skills.
• Ability to learn and properly document in data reporting system.
• Ability to learn and apply training in de-escalation.
• Knowledge of the community support system and resources.
• Basic computer use and ability to utilize outlook and other data reporting systems.
• Holds and maintains a Recovery Support Specialist Certification from either Advocacy Unlimited or Hartford Health.

CRESS ( Recovery Support Specialist Program) $18.83- Weekend Differential of $19.83

• PT 10 Hours 5pm - 10pm 2 days & hours to be determined