Warmline Peer Support Worker

6 months ago

Winnipeg, Canada Sara Riel Inc. Full time

**Job Summary**: Reporting to the Manager, Housing Support, the incumbent will be responsible for the delivery of services in our 24-hour warm line-Peer-Led Phone support—while meeting the Key Responsibilities and Accountabilities of the Organization. This position may require flexibilityto work—days, evenings, and overnights (awake) on weekdays, weekends, and on all public and general holidays. Daily schedule may vary according to program needs. This is a bilingual position in both official languages. This position is funded through the Government of Canada Distress Line Equity Fund and is a non-union term appointment, with employment contingent upon the availability of grant funds.

QUALIFICATIONS AND ABILITIES
- Have personal lived experience of a mental illness or mental health challenge, and currently be in a stage of recovery that allows them to manage their mental health and wellness.
- Working knowledge of mental health issues.
- Strong communication skills, especially on the phone, in English and French.
- Satisfactory Employment Record.
- Provide a current and satisfactory Criminal Record Check with Vulnerable Sector Search and Adult and Child Abuse Registry Check.
- Advanced verbal communication and listening skills to facilitate effective, professional, and courteous support to callers.
- Experience in computer programs i.e. Microsoft Office, Outlook.
- Demonstrated ability to work with mínimal supervision.
- Good critical thinking and problem-solving skills are required.
- Ability to function in a demanding and stressful environment.
- Acute sense of discretion, confidentiality, and professionalism.
- Kind and caring demeanor and professional behavior that fosters peer/client relationships.
- Strong organizational and time management skills.
- Previous experience in crisis intervention, counseling, or a related field is advantageous.
- Complete Non-Violence Crisis Intervention (NVCI), Applied Suicide Intervention Skills (ASIST), Sara Riel Peer Support Training, and On-line PHIA Trainings.

**KEY RESPONSIBILITIES**
- Answer calls from persons experiencing or struggling with their mental health and provide peer support that is delivered within the recovery context.
- Provide support and services under a person-centered, recovery care model in accordance with the self-identified needs of the Service Recipient.
- Document all relevant information and generate clear, concise, and accurate reports detailing significant interactions; provide oral summarizations at shift changes; gather and record all statistical information necessary for program delivery and evaluation.
- Identify and evaluate immediate risks of self-harm and/or violence and act to minimize these risks in accordance with Applied Suicide Intervention Skills Training (ASIST).
- Promote responsibility, empowerment, and exploration of choices; facilitate problem-solving and communication to resolve the crisis and to minimize risk.
- Demonstrate the skills, abilities, and personal attributes as outlined in “Guidelines for the Practice and Training of Peer Support” (MHCC, 2013) in the provision of telephone support.
- Determine and document the self-identified needs of the Service Recipient and facilitate the collection of data, to aid fellow Peer Support Workers and Sara Riel and provide peer support, understanding, and appropriate resources in accordance with those needs.
- Provide compassion and resources to satisfy the needs of the caller.
- Manage all personal and confidential information in a professional manner and according to policy and procedure.
- Demonstrate a positive role model in all internal and external interactions.
- Prepare for, attend, and participate in all appointments, staff, and team meetings and attend training, conferences, and/or expositions as a representative of Sara Riel.
- Debrief staff regarding calls on an on-going basis.
- Notify Sara Riel On-Call, as well as notify/activate any emergency resources as necessary.
- Follow the legislation with regards to privacy and confidentiality that is set out through the Personal Health Information Act.
- Protect calls in their anonymity unless the caller means to do harm.
- Complete and submit Critical Incident Report forms to supervisor or designate within 24 hours.
- Promote recovery.
- Perform other related tasks and duties as assigned by direct supervisor

**ACCOUNTABILITIES**
- Maintain and grow the reputation of Sara Riel within the community, and other related organizations to meet the goals of the organization.
- Measures and sustains program statistics to monitor success and ensure timely action when there are deficiencies.
- Answer the calls in a professional manner and provide appropriate responses as applicable.
- Participates in the development and engagement of education that support the program ensuring the able support for clients and the organization.

**Company Culture**:

- Sara Riel is committed to fostering a culture of Compassion, Respect

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