Part-Time Confidential Chatline Support Specialist – Non-Crisis Peer Assistance & Crisis Triage Referral

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Come Build Hope With Us!

arenaflex is seeking a compassionate and dedicated Part-Time Chatline Specialist to join our mission-driven team. In this vital role, you will provide supportive, confidential, and reassuring non-crisis assistance over the phone to peers and referrers, while appropriately triaging callers to crisis services when needed. If you have a passion for mental health advocacy and want to make a meaningful difference in the lives of others, we invite you to become part of the arenaflex family.

Located at 833 Chestnut Street, Philadelphia, PA 19107, arenaflex is a leading organization in mental health services throughout the Greater Philadelphia region and beyond. We offer over 40 comprehensive services across Bucks, Chester, Delaware, Montgomery, and Philadelphia counties in Pennsylvania, as well as select locations in Delaware. Our commitment to empowering individuals with mental health challenges to live full and satisfying lives is at the core of everything we do.

arenaflex is the proud recipient of Mental Health America's 2023 Platinum Bell Seal Award—a prestigious national recognition for organizations demonstrating an unwavering commitment to nurturing mentally healthy workplaces. When you join arenaflex, you become part of a team that is revolutionizing workplace well-being and setting the standard for mental health excellence. We believe that our employees are our greatest asset, and we are dedicated to providing them with the support, resources, and environment they need to thrive both personally and professionally.

What You'll Do

As a Part-Time Chatline Specialist at arenaflex, you will play a crucial role in our peer support and crisis intervention services. Your primary responsibility will be to offer compassionate, confidential, and reassuring non-crisis assistance to callers who reach out for support, information, and guidance. You will serve as a empathetic listener, providing emotional support and practical assistance to individuals navigating mental health challenges, while also ensuring that callers who require crisis intervention are appropriately connected with crisis triage services.

Your day-to-day responsibilities will include:

• Providing Confidential Non-Crisis Support: Respond to incoming calls from peers and referrers with empathy, active listening, and validation. Offer reassurance, practical guidance, and emotional support to help callers navigate their challenges while maintaining strict confidentiality.


• Crisis Triage & Referral: Assess caller needs through careful listening and targeted questioning. When situations indicate potential crisis, skillfully transition callers to appropriate crisis triage services, ensuring they receive the immediate support they need.


• Documentation & Record Keeping: Maintain accurate and thorough documentation of all interactions in our electronic health records system. Ensure all data is correct by verifying information with callers, and maintain required documentation including daily logs, progress notes, shift reports, and incident reports.


• Group Facilitation Support: Assist in creating and facilitating group curriculum and lesson plans that support adult learning and knowledge sharing regarding recovery skill building, daily world events, and whole health support. Create educational handouts and maintain documentation to support group topics.


• Community Resource Connection: Collaborate with participants to identify and access community resources for developing natural supports, helping individuals increase their success in the community and achieve greater self-sufficiency.


• Recovery Plan Support: Support the development of participants' recovery plans and coordinate supports and resources to help each participant achieve their recovery goals.


• Intake Processes: When required, obtain necessary information during intake processes and collaboratively document participant progress in our electronic health records system.


• Additional Duties: Perform other duties as assigned to fulfill arenaflex's mission and ensure the highest quality of service to our community.

Requirements

Essential Qualifications

• High School Diploma or GED required.


• Minimum of 1 year of related work experience (including internships and volunteer work) in a related field.


• Basic computer skills including desktop computing, typing, e-mail correspondence, time sheet management, electronic health records navigation, internet research, and the ability to learn software applications relevant to the position.


• Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.


• Strong verbal and written communication skills with demonstrated cultural competence.


• Excellent interpersonal skills and ability to work effectively in a team environment.


• Exceptional attention to detail and organizational abilities.


• Outstanding customer service skills with a positive, empathetic attitude.


• Effective time management and problem-solving capabilities.


• Ability to work under pressure, meet deadlines, and maintain a positive attitude while providing exemplary customer service.


• Must be able to work the scheduled shift: Monday - Friday, 4:00 PM - 7:00 PM (15 hours per week).

Preferred Qualifications

• Credentialed as a Certified Peer Specialist is a strong plus.


• Previous experience in mental health peer support services.


• Familiarity with crisis intervention techniques and trauma-informed care approaches.


• Knowledge of community resources and referral processes in the Greater Philadelphia area.

COVID-19 Vaccination Requirement

Effective November 15, 2021, all new employees will be required to be fully vaccinated against COVID-19 before beginning employment with arenaflex. Reasonable accommodations will be considered for those with qualifying medical or religious exemptions.

Physical Demands

The Chatline Specialist role involves the following physical requirements:

• Sit at a desk with ergonomically appropriate equipment for extended periods.


• Lift up to 15 lbs occasionally.


• Ability to maintain regular, punctual attendance and be available for flexible work schedules, including evenings, weekends, and holidays as needed.


• Ability to drive a multi-passenger van (including at night) and physically support passengers during ingress/egress as needed, and/or assist disabled individuals in an emergency evacuation.


• Remain awake during the entire shift, including break times.


• Walk around multiple arenaflex locations and in the community in areas that may not be handicap accessible.


• May be required to enter, exit, and drive personal or agency vehicles and/or public transportation depending on departmental needs.


• Frequent talking and listening. Must be able to talk, listen, retain information, and speak clearly and accurately. Possible exposure to loud and/or vulgar language and hostile gestures.


• Ability to perform essential job functions while meeting qualitative and/or quantitative productivity standards safely and successfully, with or without a reasonable accommodation.

Reasonable accommodations will be made to enable individuals with disabilities to perform their essential job duties.

Skills & Competencies for Success

To excel in this role, you should possess the following skills and competencies:

• Empathy & Compassion: A genuine desire to help others and the ability to empathize with individuals experiencing mental health challenges.


• Active Listening: Exceptional listening skills that allow you to fully understand caller concerns and respond appropriately.


• Emotional Resilience: The ability to remain calm and composed while handling emotionally charged conversations.


• Critical Thinking: Strong analytical skills to assess caller situations and determine appropriate responses and referrals.


• Cultural Competence: An understanding of and sensitivity to diverse backgrounds, experiences, and perspectives.


• Boundary Setting: Ability to maintain professional boundaries while providing supportive assistance.


• Adaptability: Flexibility to handle unexpected situations and adapt to changing circumstances.


• Self-Care Awareness: Understanding of the importance of self-care when working in a helping profession.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our employees' professional development and growth. As a Chatline Specialist, you will have access to:

• Comprehensive training on peer support methodologies and crisis intervention techniques.


• Opportunities to develop expertise in mental health recovery-oriented practices.


• Access to ongoing professional development workshops and continuing education opportunities.


• Potential pathways to advance within the organization, including leadership roles in peer services.


• Mentorship from experienced mental health professionals.


• Exposure to a wide range of mental health services and community resources.


• Experience that prepares you for further credentials and certifications in the mental health field.

Work Environment & Company Culture

arenaflex is more than just a workplace—we are a community committed to transforming lives through innovative mental health services. Our culture is built on values of compassion, respect, integrity, and excellence. We believe in creating an environment where every team member feels valued, supported, and empowered to make a difference.

When you join arenaflex, you become part of a diverse team of professionals who are passionate about mental health advocacy. We foster a collaborative atmosphere where ideas are welcomed, and teamwork is celebrated. Our commitment to diversity, equity, and inclusion means we actively seek individuals from all backgrounds to join our team, and we are dedicated to creating an inclusive workplace where everyone can thrive.

We understand the importance of work-life balance and offer flexible scheduling options to support our employees' well-being. Our team members have the opportunity to make a tangible impact in their communities while building rewarding careers in the mental health field.

Compensation & Benefits

arenaflex offers a competitive starting salary of $16.00 per hour for this part-time position. As a member of our team, you will also enjoy:

• Meaningful work that makes a real difference in people's lives.


• A supportive and collaborative work environment.


• Training and professional development opportunities.


• The chance to be part of an award-winning organization recognized for workplace mental health excellence.


• Flexible scheduling that supports work-life balance.


• Access to employee assistance programs.


• Opportunities for career advancement within a growing organization.

How to Apply

If you are ready to make a meaningful difference in the lives of others and join a team that values compassion, excellence, and innovation, we encourage you to apply for this position.

To apply, please submit your resume and cover letter through our official application portal. We strongly encourage people of color, members of the LGBTQIA community, veterans, parents, and individuals with disabilities to apply. arenaflex is an equal opportunity employer and welcomes everyone to our team!

If you need reasonable accommodation at any point in the application or interview process, please let us know. We are committed to ensuring that qualified individuals with disabilities have an equal opportunity to participate in the application process.

Join Our Mission

At arenaflex, we believe that everyone deserves the opportunity to live a full and satisfying life, defined by their own needs and choices, while remaining connected to their families, friendships, and communities. By joining our team as a Chatline Specialist, you will play an integral role in fulfilling this mission and helping individuals navigate their mental health journeys with dignity and support.

Don't miss this opportunity to be part of something truly meaningful. Apply today and become a vital member of the arenaflex family!