Role Description — Volunteer Peer Support Telephone Operator
- Telephone Peer Supporter
- Key Purpose of Role:
- To provide on call telephone peer support for people calling the Warmline.
- Commitment Required:
- On Call shifts between 7pm and midnight, for 2-4 nights per month.
- Group supervision & On-going training - 2 hours per fortnight
- On Call sessions to be worked at home.
- Training and group supervision at 266 Lichfield St (or other suitable training venues).
- Volunteers expenses will be reimbursed including
- mileage or bus fare to attend training & group supervision meetings
- All necessary equipment and resources, including a mobile phone, will be provided
- Report to:
- Warmline Coordinator
- Key Relationships:
- Peer Supervision Group Members
- Peer Mentor
- Manager of Peer Services
- Warmline Peer Supporters
|Key Duties:||Expected Results:|
|Training & development
- Attendance at all initial training sessions, unless prior approval given by Trainer
- Attend and participate in ongoing training and fortnightly group supervision, unless prior approval by mentor, reflecting on practice through self-awareness.
- Attend and participate in individual mentoring as required, to reflect on own practice and development through self-awareness.
|Telephone Peer Support (when On Call Operator)
- Answer Warmline in a friendly, supportive manner when on call.
- Provide peer support to callers based on Warmline Code of Practice
- Ensure confidentiality and privacy for all callers
- Communicate with On Call mentor when appropriate
- Complete log sheet of all calls received during session, and return to office.
|Contribution to Team
- Take responsibility for monitoring own wellness, supervision, support, availability and training needs and communicate these to the appropriate person.
- Participate in evaluation and ongoing development of service, by providing feedback.
- Support the ongoing development of Peer Support culture and values within the service.
- Encourage and support other peer supporters based on peer support standards as appropriate
Somewhere private and quiet to answer calls
- Personal Attributes
- Direct personal experience of mental illness
- Confidentiality and respect for individual's privacy
- Non judgemental
- Willingness to learn and self-reflect
- Ability to build rapport
- Self awareness
- Good communication skills
- Understanding of own mental health journey
- Awareness of maintaining wellness
- Knowledge of mental health sector and/or community organisations
(No specific skills or knowledge are required as full training is given)