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Applicants must live within 2 hours of Denver, CO.
The Job/What You'll Do:
Maximize the effectiveness and efficiency of Warm Line operations through active and direct system monitoring of the Warm Line staff. Performs tasks within the context of inspiring hope and supporting recovery and resiliency.
Responsibilities:
- Maintain awareness of Peer Support Specialist's floor activity to ensure adherence to Solari policies
- Frequent monitoring of "live" Peer Support Specialist calls from the Supervisor desk
- Frequent movement around the work area to enhance Supervisor visibility of floor activity
- Provide face-to-face coaching of Peer Support Specialists should productivity activity warrant
- Take incoming calls from Warm Line queue as needed and manage the delay in speaking with a Warm Line Specialist
- Logged into EHR and other technology as needed to monitor and assist with callers
- Monitor incoming calls, calls in the queues, delay times, and the status of the Peer Support Specialists to accept new calls; Actively monitor the Agent Status system to help manage the work activity of the Warm Line Specialists
- Ensure that scheduled and unscheduled breaks and lunch periods are managed and that the floor is not impacted negatively
- Respond quickly and effectively with resolution to escalated issues by staff
- Ensure that Warm Line staff establishes and maintains appropriate rapport with callers
- Maintain a positive and collaborative relationship with System providers, and community stakeholders
- Promote and recognize positive behaviors of staff in areas such as, praise from clients, payor sources or others.
- Other duties as assigned
- Adhere to call center policy and procedures.
- Other duties as assigned,
Knowledge, Skills, Abilities:
- Must meet the qualifications of a Behavioral Health Technician or Paraprofessional as defined by State qualifications (R9-20)
- Completed Peer Support Training; Must possess effective verbal and written communication skills
- Ability to establish good professional working relationships with all levels of employees
- Demonstrated leadership skills
- Ability to manage positive working relationships while functioning in a high volume, fast-paced working environment
- Dependable; 24/7/365 availability.
Education & Experience:
- Minimum of an Associate Degree (or higher) In behavioral health, substance use or psychiatric healthcare-related field and
- Three (3) to Five (5) plus years of experience in a mental health or crisis work required.
- One (1) plus year of Leadership experience, required.
- Peer Support Certification required
- Peer Support Specialist with Solari or another agency
- Two (2) to Four (4) years dispatch, first responder, healthcare or public safety work experience required
Work Location: Hybrid - Must live within 2 hours of Denver, CO
Wireless (Wi-Fi) connection is not permitted for this position; you must be connected into your home internet modem/router with ethernet cabling (Cat5e or better - this can be provided to staff as needed)
The candidate's applicable education and experience will determine where a candidate falls in the position range.
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Denver. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.