Bilingual Warm Line Counselor

TITLE: Bilingual Warm Line CounselorREPORTS TO: Warm Line Program ManagerSALARY: $25.00/hr base rate; differential pay rates available for weekend, overnight, and holiday shifts, and for fluent ability to speak one for more high-need languagesJOB STATUS: Part-time or full-time (15 - 37.5 hours/week), non-exempt; hours may depend on program needsLOCATION: RemotePart-timeThis position accrues paid Sick Time at 1 hour per 30 hours worked; not eligible for employment insurance benefits or paid vacation accrualsFull-time100% Employer Paid Medical: Kaiser HMO or Blue Shield PPO100% Dental, vision, life & long-term disability coverage; EAPOver 30+ days of PTO, including 10 vacation days (baseline), sick days, personal days, and major holidaysHealth and Dependent Care FSA, Commuter Check, and 403(b) options availableOngoing access to MHASF continuing education and skill-building workshops- all training time paidExcellent opportunity for advancement-over 70% of our staff have been promoted internally at least once!ADDITIONAL PERKS: Biweekly 1:1 meetings with a supervisor for support and professional growth; MHASF support groups: Pride Place, Managing Anxiety, Depression Lives On & So Can We, Adults on the Autism Spectrum, BLADE (African American Support Group), Coffee Talk with MHASF(A weekly, group get-together), Drop-In Support Group for Collecting Behaviors, Family & Friends Support Group for Collecting Behaviors), Opportunities to attend conferences (including the annual Redefining Crazy Conference)About Mental Health Association Of San Francisco (mhasf)MHASF is a mental health peer-run nonprofit located in downtown San Francisco and has been serving people and agencies across the Bay Area since 1947. As mental health consumers, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs. We believe that dignity and recovery in mental health are something everyone can experience. Our staff is dedicated to creating spaces for learning and healing around stigmatized and under-resourced areas in mental health-hoarding and cluttering behavior; post-hospitalization peer support; mental health and nutrition; peer mental health workforce development; and much more.MHASF's core work is providing low-threshold, peer-based support services addressing underserved needs in individual, group, community-based, and telehealth modalities. We lead the San Francisco community in providing progressive, innovative training and technical assistance on recovery-oriented mental health topics for businesses, community-based organizations, employers of peer staff, and the general public. We also develop peer mental health workers and advocates through training, mentorship, and work and volunteer opportunities. People with lived experience of mental health challenges are strongly encouraged to apply to work with us!Overview Of Program & PositionThe Warm Line is a non-crisis phone and instant messaging center-managed and staffed entirely by people who have lived experience of mental health challenges-which provides information, resources, and emotional support to the people in California 24 hours a day. Warm Line Counselors play the central role in offering 1-on-1 peer support by answering live calls and chats from people with a wide variety of life experiences and needs with a warm, personal, and nonjudgmental approach. Our Counselors come from all walks of life and form a highly diverse and collaborative team. The successful candidate for this position will have their own lived experience of mental health challenges, will be ready to share their own experiences with others, and will thrive in a setting that requires ongoing communication, multitasking, problem-solving, cooperation, and commitment to recovery values.ResponsibilitiesThe Bilingual Warm Line Counselor's responsibilities will include but are not limited to the following:Answer incoming calls and instant messages in Spanish and English, and respond to voicemailsUse active listening and peer counseling skills to understand the person's needs and respond appropriatelyGather and record demographic and other survey informationKeep detailed documentation of all calls and instant messages using the iCarol database programRespond to crisis and high-risk calls, when they occur, according to MHASF proceduresAttend and participate in regular Warm Line staff meetings and 1-on-1 supervision meetingsDebrief challenging calls, chats, and other situations as needed, and make use of on-call supervisor supportAdhere to and support the implementation of all policies and procedures, including confidentiality agreementsRequired QualificationsBilingual (fluent) in Spanish - Must be able to discuss behavioral health issues (including some clinical terms) accurately and accessiblyPersonal lived experience of mental health challenges and willingness to share aspects of your own experience with callers and chat visitors; a clinical diagnosis is not requiredFlexibility to work a variable scheduleFamiliarity with the peer support model and the value of peer supportProfessional computer experience (including Microsoft Office Suite), comfort with doing a large amount of typing, and ability to quickly learn new softwareEffective organizational skills and attention to detailAbility to manage time, focus, and priorities to complete work despite distractions and interruptionsUnderstanding of and commitment to confidentiality practicesAbility to work in a collaborative, team-based environmentWillingness to learn from others, take feedback, and make adjustments to communication and behaviorAffirmative and accepting approach toward people whose needs and experiences differ from your ownCommitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach to engagementCommitment to upholding the mission, vision, and values of MHASFJob Posted by ApplicantPro