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COVID-19 Emotional Support Line Counselor (Weekends Required)

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Published 19 days ago

OVERVIEW OF PROGRAM & POSITION:

The California COVID-19 Emotional Support (CalHope) Line within the Mental Health Association of San Francisco (MHASF) is a new, accessible phone and instant messaging service specifically designed to provide short-term interventions to help callers process their emotions related to COVID-19. Counselors provide brief peer support to help callers reduce stress, promote the use or development of coping strategies, and connect callers with resources that can help them in their recovery process. 

The COVID-19 Emotional Support Line is staffed entirely by people who have their own lived experience of mental health challenges. Our COVID-19 Emotional Support 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 emotional needs related to COVID-19 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 and positive regard for others experiencing challenges, an ability to thrive in a setting that requires ongoing empathy, communication, multitasking, problem-solving, cooperation, and stamina, and hold a commitment to recovery values and the power of peer support.

RESPONSIBILITIES:

The COVID-19 Emotional Support Line Counselor’s responsibilities will include but are not limited to the following:

  • Answer incoming calls and instant messages, and respond to voicemails when calls are missed
  • Use active listening and peer counseling skills to understand the person’s needs and respond appropriately
  • Define and develop recovery goals with callers, collaborating and offering tools to create plans meet their goals
  • Provide referrals to community groups, educational resources, peer based services, etc. as appropriate
  • Facilitate conversations exploring self-care and coping skills with callers as appropriate 
  • Gather and record demographic and other survey information
  • Keep detailed documentation of all calls and instant messages using our iCarol database program and FEMA's online data system (training provided)
  • Submit reports and other necessary forms punctually
  • Respond to crisis and high-risk calls, when they occur, according to MHASF procedures
  • Attend and participate in regular COVID-19 Emotional Support Line staff meetings and 1-on-1 supervision meetings
  • Debrief challenging calls, chats, and other situations as needed via call, chat, and Zoom
  • Adhere to and support the implementation of all policies and procedures, including confidentiality agreements
  • Maintain the cleanliness and organization of personal workspace and the shared call center space as applicable 

REQUIRED QUALIFICATIONS: 

  • Personal 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 required
  • Minimum 6 months experience working as a peer counselor, advocate, crisis worker, or I&R specialist in a social service call center (crisis, DV, warm line, 211, 311) or similar high contact in-person setting requiring commensurate training. Volunteer service acceptable with one reference from a direct supervisor. 
  • Professional computer experience (including Microsoft Office Suite), comfort with doing a large amount of typing, and ability to quickly learn and use multiple software/online platforms simultaneously
  • Effective organizational skills and attention to detail
  • Ability to manage time, remain focused, and prioritize to complete work despite distractions and interruptions
  • Understanding of, commitment to, and ability to maintain confidentiality practices (while remote none of your conversations can be overheard and your computer screen is private) 
  • Ability to work in a collaborative, team-based, highly communicative environment with a willingness to learn from others, take feedback, and make adjustments to communication and behavior
  • Affirmative and accepting approach toward people whose needs and experiences differ from your own
  • Commitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach to engagement
  • Commitment to upholding the mission, vision, and values of MHASF

ADDITIONAL QUALIFICATIONS PREFERRED:

  • Intimate knowledge of a community disproportionately affected by Covid-19
  • 1+ years (volunteer or paid) experience as peer counselor in a social service call center (crisis, DV, peer support) or phone based social service Information & Referral setting
  • Completion of a mental health or substance use recovery peer specialist training program and/or certification program 
  • Mental Health First Aid, QPR, ASIST or other extensive suicide assessment skills training
  • Bilingual English-Spanish fluency, bicultural candidates given preference
  • Familiarity with the peer support model and the value of peer support

OVERVIEW OF PROGRAM & POSITION:

The California COVID-19 Emotional Support (CalHope) Line within the Mental Health Association of San Francisco (MHASF) is a new, accessible phone and instant messaging service specifically designed to…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Job Type
    Temporary

Compensation

See below
$25 hourly

Benefits

Full-time benefits package available

Full-time benefits package available

Location

Temporarily Remote
Work may be performed anywhere in United States
Associated Location
870 Market Street, San Francisco, CA 94102, United States
Suite 928

How to Apply

We only consider applications that have been submitted through our online portal. Apply here: https://mentalhealthsf.formstack.com/forms/covid_19_emotional_support_line_counselor_weekend

We only consider applications that have been submitted through our online portal. Apply here: https://mentalhealthsf.formstack.com/forms…

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