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Warmline Operator

Community Counseling Center of Mercer County Sharon, PA
  • Posted: 13 days ago
  • Other

POSITION: The Warmline is a telephone support and referral service that is available 44 hours per week and operates out of the ECHO Center. The hours are 4:00 pm-10:00 pm Monday through Saturday and 2:00 pm- 10:00 pm on Sunday. One staff member is available to answer the calls coming into the Warmline. All of the calls are logged to track the usage of the service. The staff are trained to listen to the caller non-judgmentally and without giving advice. When the caller needs additional services, the staff provide them with resources and make every effort to encourage them to seek those services. If a caller is in crisis, the Warmline operator will either transfer the call to the crisis line or take the person's information and make the call for them. If the caller confides that they are a Community Counseling Center service participant and would like their therapist to know about the call, the operator can send the therapist a copy of the completed log for that call. The service follows the David Romprey Oregon Warmline Toolkit and refresher training is provided annually.

QUALIFICATIONS: A mental health consumer who has demonstrated that they are fully engaged in their own recovery. Act 33 and 34 Clearances required. Must maintain a current driver's license, good driving record and vehicle insurance.

DUTIES/RESPONSIBILITIES:

  1. Participates in a weekly member's meeting to get feedback and suggestions regarding programming and services.
  2. Participate in weekly supervision with the Drop-In Center Leader and Director of Vocational and Peer Services.
  3. Answer the Warmline within 3 rings and explain confidentiality to the caller
  4. Understand and explain the role, not a therapist but a peer with lived experience.
  5. Use reflective listening skills to confirm your understanding of what the caller is saying and validate their feelings.
  6. Ask questions of wonder in order to help the caller to imagine what all is possible.
  7. In case of emergency involving any unusual incident inside or outside the building or injury to any person or damage to
  8. property the appropriate personnel will be notified and an incident report will be completed. Report other problems to
  9. supervisor the following working day.
  10. Treats all callers with respect and encourages hope. Use a warm tone and
  11. Attend all mandated CCC in-services/training programs, specifically the Dave Rampey Warmline toolkit training.
  12. Completes call logs and individual paperwork.
  13. Any violation of policies and procedures/job duties will be subject to disciplinary action.
  14. Other duties as required.
  15. Monitor MITC daily to ensure accurate time card.
  16. Must be able to see, hear, speak, read, grasp, reach, walk, sit, climb stairs and able to lift up to 20 pounds.
  17. Must be willing to research, learn and convey information about local resources in a clear and concise fashion
  18. Be able to determine if a caller is in crisis and remain calm in connecting them with the Mercer County Crisis Line.
  19. is responsible for daily operation of the alarm system as a Key Holder.
  • Maintains and upholds Community Counseling Center's policies, respects confidentiality, and exhibits a professional demeanor at all times while at work.
  • Any violation of policies and procedures/job duties will be subject to disciplinary action.
  • Performs other duties as assigned.
  • Can perform the essential functions of this position with reasonable accommodations, if necessary.
  • Participates in CCC CQI plan to ensure quality of service to CCC consumers.

CERTIFICATION:

I certify that to the best of my knowledge, all statements shown above are correct.

I accept the responsibilities and terms of this job description.

_______________________________________________ ______________________________

Signature of Employee Date

  1. Describe how you are supervised by telling how your work is assigned and how your supervisor reviews your work.

Supervised by the Drop-In Center Leader and the Vocational Director or designee. Specific tasks are assigned by the Director or designee and

and needs of consumer. Work is performed under the general supervision of the Director/designee and is

monitored through/by consumer satisfaction, meetings, reports, and observations.

  1. Prepare an organizational chart and identify your supervisor and all employees whose performance rating you sign by names and class titles. If you are not a supervisor, your supervisor must complete this part and identify his supervisor and all his subordinates.

See Agency's Table of Organization

0 Total number of subordinates reporting to you.

  1. Describe the kind of supervision you give the employees on the above chart by explaining the type of work assigned and the type of work reviewed exercised. If you are not a supervisor, your supervisor must complete this part for all employees shown above.

  1. FOR THE EMPLOYEE'S IMMEDIATE SUPERVISOR: Review your subordinate's statements. You may make any comments or include any information you feel is appropriate or would be helpful. Use additional paper if needed.

The individual and the supervisor have reviewed the content of this job description and both agree to its accuracy.

Employee's Class Date

Supervisor's Signature Title

THIS PORTION TO BE COMPLETED BY THE CLASSIFYING AUTHORITY

APPROVED POSITION CLASSIFICATION:

REVIEWING ANALYST'S SIGNATURE DATE

Community Counseling Center of Mercer County

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