Mental Health Minnesota is seeking staff for its largest program, The Minnesota Warmline.
The Minnesota Warmline is a safe and secure phone, text and online chat service for people seeking peer support. It is answered by our compassionate and professionally trained staff who have first-hand, personal experience dealing with a mental health condition. The Warmline is confidential and non-judgmental. Working under direct supervision, staff assist those calling for support or information or those just calling to talk about what’s important to them, answering their questions, providing local referrals, and taking the time to listen to their concerns. The Warmline is open Monday through Sunday, with shifts available between the hours of 9:00 AM and 9:00 PM.
Warmline Coordinator
Reports to: Program Manager
Staff Direct Reports: Warmline Operators and Evening/Weekend Supervisors
Job Type: Full-time (1.0 FTE), Monday through Friday, 9AM to 5PM
Work Location: This role is an in-office position, based in our St. Paul office
Position Summary: The Warmline Coordinator is responsible for coordination of the Minnesota Warmline program, which provides peer support across Minnesota via phone, text and online chat. Duties include direct supervision of staff and volunteers responding to calls, texts and chats during working hours, provision and documentation of required training, and overall coordination of the program (scheduling, reporting, etc.) The Warmline Coordinator will also participate in various projects/programs as part of the staff team.
Position Details:
Warmline Supervision and Staff Oversight
- Provide direct supervision of staff and volunteers responding to calls, texts and chats during regularly scheduled work days
- Oversee evening/weekend Warmline shift supervisors and ensure regular communication among supervisory staff
- Work directly with operators and supervisors to provide coaching and feedback
- Work with the program manager and executive director to address personnel concerns
- Provide on-call assistance during assigned hours (rarely needed)
- Provide brief employee reviews (at 3-month mark after hire date and annually)
- Communicate information as needed to Warmline employees in a clear and consistent way
- Coordinate regularly scheduled Warmline staff meetings each month
- Work with program manager to hire new operators and evening/weekend supervisors as needed
Warmline Training
- Provide orientation and required training for all Warmline staff
- Track completion of all training and continuing education requirements for Warmline staff
- Provide feedback to program manager related to new/additional training needs
Program Logistics
- Manage staff schedule, and approve shift change requests and time off as needed
- Review timesheets for accuracy on a weekly basis
- Ensure that data collection is complete and provide call reports as requested
- Maintain employee files, including annual sign-off on policies and procedures
- Track status and check-out of all equipment and technology
- Serve as an admin for phone, chat, and texting services, and address any issues or concerns as necessary
- Report regularly to the program manager, and immediately if there are concerns affecting program operations
Education and Experience: Peer support is based on utilizing one’s lived mental health experience in helping to support others, so we are seeking candidates who have experience facing their own mental health concern. Supervisory experience strongly preferred. Bachelor’s degree preferred but not required, and experience working in peer support or mental health service delivery is also preferred. Call center experience is a plus. Candidates must be comfortable with the use of technology, including email, data entry, Microsoft and Excel, and cloud-based services.
To Apply: Email resume and cover letter to Shannah Mulvihill, Executive Director, at shannahm@mentalhealthmn.org.
Salary and Benefits: The starting annual salary for this position is $41,600, plus $300 new hire bonus. Benefits include an Employee Assistance Program (EAP), additional pay in lieu of insurance, paid holidays, generous paid time off and Earned Sick and Safe Time, 401(k) match, free parking, easy access to mass transit, and more.
Warmline Supervisor
Reports to: Warmline Coordinator
Direct Reports: Staff/volunteers responding to peer support calls, texts and online chats
Job Type: Part-time, Regularly Scheduled Hours (during open service hours on evenings (5 PM to 9 PM) and weekends (9AM to 9PM)
Location: This role is an in-office position, based in our St. Paul office.
Rate of Pay: The rate of pay is $19/hour, plus $200 new hire bonus. Benefits include an Employee Assistance Program (EAP), generous paid time off and Earned Sick and Safe Time, 401(k), free parking, easy access to mass transit, and more. Employees working 20 hours per week or more are also eligible for additional pay in lieu of insurance and a 401(k) match.
Position Summary: Mental Health Minnesota is seeking Warmline Supervisors provide guidance, supervision, support and direction to staff and volunteers providing peer support for Mental Health Minnesota via phone, text and online chat. Like all peer support staff at Mental Health Minnesota, Warmline Supervisors are required to have their own experience living with a mental health concern, and understand and value the goals of providing peer support, and work to ensure that all staff and volunteers providing peer support do so under the standards set by Mental Health Minnesota.
This position provides an opportunity for peer support providers to gain supervisory experience that can assist them in their career moving forward.
Primary Position Duties:
- Provide guidance, direction, supervision of peer support staff and volunteers responding to incoming calls, texts and online chats
- Address/troubleshoot concerns and technology issues that arise during assigned shifts
- Ensure that staff and volunteers follow established policies, procedures and protocols
- Assist staff and volunteers in implementing warm hand-offs to county crisis, and make determinations regarding use of emergency services based on organizational policy
- Support staff and volunteers as needed to process/discuss calls that are challenging or triggering
- Participate in orientation and training of new staff and volunteers
- Attend Warmline staff meetings, and meet as needed with the Program Manager, Warmline Coordinator and/or other Warmline Supervisors
Required Experience/Qualifications:
- In keeping with the established model of peer support provision, candidates must have lived mental health experience
- A minimum of one year of successful work or volunteer experience in the mental health field
- High school diploma or equivalent
- Proficiency in use of internet, email, and Google Docs, and willingness to learn cloud-based organizational technology (including phone, texting and online chat services, time clock software, etc)
- Supervisory experience (in a related or unrelated field) is encouraged
- Experience providing peer support is highly desired, as are candidates who have completed the Certified Peer Support Specialist training. However, peer support training will be provided by the organization for those who do not already have certification.
To apply, complete the employment application below.
Warmline Peer Support Staff
Reports to: Warmline Coordinator, and to Warmline Supervisor during scheduled shifts
Job Type: Flexible PT/FT (10 to 40 hours per week). Regularly Scheduled Hours (during open service hours, 9AM to 9PM daily)
Location: This role is an in-office position, based in our St. Paul office.
Rate of Pay: The rate of pay is $16.50/hour, plus $100 new hire bonus. Benefits include an Employee Assistance Program (EAP), generous paid time off and Earned Sick and Safe Time, 401(k), free parking, easy access to mass transit, and more. Employees working 20 hours per week or more are also eligible for additional pay in lieu of insurance and a 401(k) match.
Primary Position Duties:
- Respond to incoming Warmline calls or texts/online chats
- Provide confidential peer support under standards set by Mental Health Minnesota
- Provide referrals to community resources, referrals and connections to crisis services as needed
- Attends Warmline staff meetings and complete required trainings
Required Experience/Qualifications:
- In keeping with the established model of peer support provision, candidates must have lived mental health experience
- A minimum of one year of successful work or volunteer experience in the mental health field is preferred
- High school diploma or equivalent
- Proficiency in use of internet, email, and Google Docs, and willingness to learn cloud-based organizational technology (including phone, texting and online chat services, time clock software, etc)
- Experience providing peer support is highly desired, as are candidates who have completed Certified Peer Support Specialist training. However, peer support training will be provided by the organization for those who do not already have certification.