IMPACT Peer Support Specialist

IMPACT, a non-profit organization, offers a competitive pay with full benefits package for a FT (30hrs/wk), hybrid, Peer Support Specialist in our IMPACT 211 program.

Since 1960, IMPACT has been serving Southeast Wisconsin, helping people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.

Our role is critical. Critical conditions. Critical connections. Critical change.

We believe that the services we provide are enhanced when various groups of people with unique ideas come together. Applicants whose work incorporates a global perspective and a demonstrated commitment to various issues in human services are particularly encouraged to apply.

IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Peer Support Specialist provides quality support to all of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise. Answers IMPACT 211 information and referral line and its tie-in agency's incoming telephone calls, chats, and texts.

Peer Support Specialist provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

• Provides assessment, problem solving, information and referral, and crisis intervention, when necessary, in an empathetic and nonjudgmental manner.
• Assist customers in developing an action plan.
• Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
• Accurately document customer contacts in a computerized database and other means.
• Use peer support certification and training to provide advocacy and support for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs, or groups.
• Identify as a person with lived mental health and/or substance use in recovery
• Intentionally share their own recovery as a way to empower others in their journey of recovery
• Demonstrate understanding on how trauma affects mental health and substance use recovery
• Consistently complete follow-up interactions on all consenting callers on the Wisconsin Addiction and Recovery Helpline.
• Participates in ongoing training and staff meetings, as well as required education for peer support recertification.
• Keeps informed of and demonstrates knowledge of all special service programs.
• Ability to effectively work in and adapt to ongoing necessary changes.
• Works varying work schedules.
• Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality.
• Actively participate in and support the organization's initiatives.

• Exceptional customer service skills, both internally and externally.
• Able to work effectively in a team-oriented environment.
• Exceptional verbal and written communication skills.
• Good judgment, problem solving and decision-making skills.
• Bilingual ability preferred.
• Possesses cultural competency skills to work effectively with diverse customers and staff.
• Ability to respond effectively to a variety of social service needs.
• Ability to adapt to and apply on-going program development changes.
• Dedication to problem solving and empowering others.
• Solutions orientated and have ability to multitask.
• Professional and Reliable.
• Interested in personal growth and development.
• Has a positive outlook on recovery and the benefits that it brings.
• Must have the availability to work Saturday and Sunday every other weekend.

• Must hold a current Peer Support Specialist Certification and is able to meet the State of WI's recertification requirements.
• High School Diploma, or GED, or higher.
• Inform USA certification within 90 days from date of eligibility.
• A minimum of one year of customer service experience, preferably in the social service field.
• Inbound call center…