OVERVIEW OF PROGRAM & POSITION:
The Mental Health Peer Run COVID-19 Emotional Support Line within the Mental Health Association of San Francisco (MHASF) is a new, accessible program designed to provide short-term interventions to help callers process their emotions related to COVID-19, reduce stress and provide peer support, 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 Coordinator oversees the day-to-day operations of the COVID-19 Emotional Support Line in collaboration with a team of fellow Coordinators, ensuring that both our participants and peer counselors have a constructive, consistent, and high-quality experience with MHASF. The Coordinator works both on the front line and behind the scenes, being present on-site in the call center to mentor counselors, troubleshoot technical problems, and assist with taking calls and instant messages, while also partnering with the team on scheduling, counselor training, database management, program development, outreach, recruitment and hiring. We’re seeking someone with a combination of peer support skills, supervisory and training experience, technical ability, and an understanding of the profound importance of peer-to-peer connections for emotional wellness. If you’re enthusiastic about peer-run mental health services and want to make a broader impact on services through program coordination, you may be the person we’re looking for.
Call Center & Counselor Support
- Facilitate new counselor trainings, continuing education workshops, and team meetings
- Supervise, direct, and provide performance guidance to counselors
- Hold 1-on-1 mentorship meetings with counselors to give feedback and promote skills development
- Debrief challenging situations in the moment
- Provide backup support by taking calls and instant messages when understaffed or during high-volume hours
- Troubleshoot technical issues—database outages, malfunctioning equipment, network problems, etc.
Program Logistics & Development
- Ensure adequate service coverage by coordinating the schedule and finding substitute shift coverage
- Collaborate with Operations Manager to make supply orders and manage equipment and inventory
- Partner with other COVID-19 Emotional Support Line Coordinators and Program Manager to ensure consistent supervisory support for counselors
- Assist in conducting caller satisfaction surveys and occasional call monitoring for quality assurance
- Participate in program planning meetings to identify needs and make recommendations for solutions
- Contribute to the development and maintenance of the COVID-19 Emotional Support Line’s referral and resource database
- Support Program Manager in making revisions to program manuals, training curricula, and other materials
- Ensure call reports and tracking are accurately gathered, submitted, and approved for daily weekly and ongoing reports.
Outreach, Recruitment & Other
- Participate in conducting counselor interviews and give feedback on candidates
- Create written content about the COVID-19 Emotional Support Line for the MHASF website, blog posts, program
- flyers, and reports
- Deliver community presentations about COVID-19 Emotional Support Line services and career opportunities
- Support retention by planning counselor appreciation, training and inclusion opportunities.
- The Coordinator will also support broader MHASF initiatives and be responsible for other duties as assigned. The above job responsibilities are meant to be representative, not a comprehensive job description, and are subject to change depending on the needs ofthe program and MHASF.
- Personal lived experience of mental health challenges, and willingness to disclose to COVID-19 Emotional Support Line callers and during counselor trainings, is a requirement for this peer position
- Minimum 2 years’ experience as a peer counselor, peer specialist, mental health hotline counselor, or similar (either paid or volunteer), ideally within a healthcare or nonprofit setting
- Minimum 2 years’ experience providing supervision and/or training of staff and/or volunteers
- Ability to respond effectively to conflicts and strong emotions—crisis support or call center background is very helpful for this role
- Experience maintaining confidentiality of sensitive information, understanding of confidentiality practices
- Proficiency in Microsoft Office Suite, use of a multiline phone system, and basic troubleshooting
- High level of organization and time management, with ability to focus and prioritize in stressful situations
- Strong verbal and written communication skills, including ability to write effective instruction documents
- Highly collaborative work style and ability to work effectively with a team to identify and accomplish goals
- Ability to problem-solve with little to no guidance and to exercise independent judgment under stress
- Willingness to learn from others, take feedback, and make adjustments to communication and behavior
- Experience taking initiative to self-educate about unfamiliar subjects or concepts
- Affirmative and accepting approach toward people whose needs and experiences differ from your own
- Commitment to upholding the mission and values of MHASF
- AbilitytoprovideservicesfluentlyinbothEnglishandoneormoreofCalifornia’s6mostcommonlyspoken threshold languages of MediCal-eligible residents (Spanish, Vietnamese, Cantonese, Armenian, Russian, Mandarin). Increased preference for candidates who are bicultural in relation to the language(s) spoken.
- Familiarity with the mental health recovery movement, peer support model, and local resources preferred
- 3+ years’ experience providing supervision and/or training of staff and/or volunteers of a hotline or peer- counseling program.
- Degree, licensure, certification in related subject area: Psychology, Counseling, Social Work, CADC, LAADC, LPC, MSW, MFT, CCPS, ASIST, CPRS, CRPM, etc.