Peer Recovery Telephone Specialist-Helpline

Position Summary

The Peer Recovery Telephone Specialist functions as an integral part of a 24-hour call center focused on substance abuse, mental health and other concerns. He or she provides support to callers with a particular focus on providing peer support or crisis intervention to callers with substance abuse concerns as well as other behavioral health challenges.

Education And Experience/Qualifications

• Must have a High school diploma/GED plus at least 2 years of relevant experience or an Associate’s degree in a related field plus at least one year of relevant experience or a Bachelor’s degree in a related field.
• Must have direct, lived experience as a person in recovery from substance dependence and be eligible for Recovery Coach Certification.
• Experience in substance abuse services, crisis management and data entry is preferred.

Location

Bristol, CT

Schedule

• Full time
• Schedule 1: Tuesday through Saturday 8am to 4pm
• Schedule 2: Tuesday through Saturday 2pm to 10pm
• Schedule 3: Sunday, Monday, Tuesday, Thursday and Friday 8am-4pm

Employee Benefits

• Nurture Your Health: Comprehensive medical and prescription insurance through Centivo, Comprehensive dental and vision insurance through Cigna
• Secure Your Future: Access to wellness programs to support your physical and mental health, Company-paid life and AD&D insurance, 403(b) Plan with contributions from the company
• Fuel Your Career Growth: Pursue your educational goals with our Education Reimbursement Program, Access training and development opportunities, Receive a productivity incentive to recognize your hard work and dedication
• Maintain Work-Life Harmony: Recharge with generous paid time off, including 15 vacation days per year, 8 sick days per year for your well-being, 2 personal days per year for your personal needs, 2 floating holidays per year to celebrate what matters to you, 9 paid company holidays to spend with loved ones, Access free and confidential counseling through our Employee Assistance Program (EAP)

Essential Duties And Responsibilities

• Answers and provides appropriate assistance and interventions to callers on all lines following policies and procedures with particular focus on callers with substance abuse concerns.
• Follows up with callers who have used Access Line services to provide support, hope and resources that may help them start or re-set their individual recovery journeys.
• Uses essential recovery principles, while drawing on their own recovery experiences as is helpful to serve Helpline callers.
• Ensures that Helpline services are strongly rooted in recovery principles.
• Maintains professionalism towards all providers and other staff members; contributes to a positive team culture.
• Completes documentation for all calls in an accurate, timely and thorough manner.
• Maintains awareness of high-risk clients and implements appropriate interventions as defined in alerts and crisis plans.
• Keeps abreast of program information and implements identified changes.
• Attends all trainings and staff meetings as required.
• Completes all online trainings in a timely manner and as required.
• Ensures completion of pending items related to calls in a timely manner.
• Ensures that other staff members are aware of the task requiring completion.
• Maintains confidentiality in a professional manner of all information received, discussed, and recorded.
• Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.