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Peer Support Specialist

Vibrant Emotional Health
New York City, New York, United States
November 08, 2018


Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary:

Peer Support Specialists have experienced mental health concerns themselves and/or have supported family members through their mental health experiences, have experience navigating the mental health services systems, and use their experiences to support and empower others. Peer Support Specialists provide peer support services to individuals who contact the NYC Support program and would like to speak with a peer who can provide support to assist the caller in their recovery and help the caller live a self-directed life and improve their health and wellness. Peer Support Specialists interact with clients by telephone, SMS text messaging, and/or web chat.

Major Duties and Responsibilities:

•Provide evidence-informed support to callers and/or chat/text visitors.

•Work with a diverse population of callers and chat/text visitors in a mutually respectful manner, using a strengths-based approach.

•Manage interactions to ensure appropriate level of support is provided in efficient manner.

•Adhere to policies and procedures for each service offered by program.

•Accurately and efficiently document client interactions.

•Meet or exceed established key performance indicator goals.

•Utilize telephone, SMS texting, and/or web chat to interact with callers.

•Provide a warm hand off to NYC Support Counselors for individuals in crisis or in need of behavioral health referrals.

•Other duties as assigned.


•Ability to motivate callers in a courteous, empathic and professional manner.

•Comfortable serving as a role model of personal recovery.

•Lived the experience as a person who has recovered from mental health challenges or substance abuse or a parent/ caretaker of a child with serious emotional or behavioral. challenges who has successfully navigated the child serving system.

•Active listening skills to establish working alliance with callers and/or chat/text visitors.

•Superior communication skills to convey information clearly, accurately, and completely.

•Ability to maintain professional demeanor when handling difficult contacts.

•Efficiency with balancing pace and flow of conversation and call time.

•Strong work ethic, particularly in a team setting.


•Must be certified or eligible for certification as a Peer Support Specialist or Family Advocate through NYS Office of Mental Health (OMH) and/or NYS Office of Alcohol & Substance Abuse (OASAS).

•If not certified, demonstrated progress toward Peer Support Certification must be completed within 12 months of hire.

•A Bachelor's Degree or equivalent experience working in healthcare contact center and or mental health capacity preferred.

•Supportive counseling and/or mental health information and referral services experience a plus. Applicants should be comfortable working independently and as part of a team in a collegial group environment.

•Bilingual skills (Spanish/English or Cantonese/Mandarin/English) are preferred. National Provider Identification number required by date of hire; instructions for securing NPI number will be provided.

Salary $32,000 per year or could go a bit higher depending on credentials. Various shifts - F/T, P/T and per-diem available.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.