Washington Warm Line Specialist

  • Full-Time
  • Seattle

Website Crisis Connections-Washington Warm Line

Crisis connections offers a competitive hourly rate of $18.48/hr and a generous benefits package which includes but is not limited to paid time off, employer paid health/vision/dental insurance, and 403(b)/TDA retirement plan. Eligibility for company sponsored benefits is subject to job type classification.

We encourage you to apply and contact us today!

Crisis Connections: Crisis Connections has been responding to calls for help and serving as a community safety net since 1964. We offer an array of support services that are free and easily accessible addressing “all things crisis”. Our core programs include: the 24-Hour Crisis Line, King County 2-1-1, Teen Link, WA Warm Line, WA Recovery Help Line, and support after suicide services. With over 350 trained volunteers and 160 staff, CC provides support, resources and certified training for King County and other communities statewide.

Crisis Connections: formerly known as Crisis Clinic, was founded in 1964. The organization is one of the oldest Crisis Lines in the nation, and home to five programs focused on serving the emotional and physical needs of individuals across 9 counties in Washington State. These programs include the 24-Hour Crisis Line, King County 2-1-1, Teen Link, WA Recovery Help Line and WA Warm Line. Recently CC, with support from FEMA and DOH, started up a WA Listens line to support those most impacted by the Corona Virus. With over 350 trained volunteers and 150 staff, CC provides support, resources and certified training for King County and other communities statewide.


POSITION SUMMARY: The Warm Line Specialist must be able to bring the mental health consumers (peer) perspective and experience into the work of the WA Warm Line; incorporating principles of recovery into all aspects of administrative, operational and relational support necessary to provide positive experiences for the volunteers offering peer to peer support to callers utilizing the Warm Line within the mental health consumer community.  Responsible for oversight of volunteer groups including but not limited to recruitment, screening and onboarding. As directed, assist with training of new volunteers. Assist in ensuring all the services are provided in a helpful and positive way to the callers receiving the services and for the volunteers delivering the services.



  • Utilize the principals of recovery and offering supports to callers based on lived experiences and relevant evidence-based practices in the field of peer counseling.
  • Acts as main point of contact for potential volunteers, volunteers in training and active volunteers on the Warm Line. Responds to all communications in timely, thorough, thoughtful, and clear manner.
  • As directed by the Warm Line manager offer outreach and informational community meetings to ensure study flow of new volunteers for the department.
  • Review and screen incoming applications, assisting Warm Line Manager in acceptance processes for new volunteers. Additionally, run WA State background checks and provide reports on all individuals being considered as finalist for any volunteer positions.
  • Help with onboarding and training of new volunteers to the department and help monitor volunteers’ quality of work while assigned on shifts and when appropriate provide constructive and corrective feedback; as well as recognition and commendation for above-and-beyond service.
  • Assist volunteers when they are having trouble responding to the demands of any given call and provide emotional support to the volunteers after the completion of the calls, as needed.
  • Assist in performance of quality assurance functions as described by the agency’s policies and procedures.
  • Track and monitor overall Warm Line volunteer services, notify Warm line Manager of any emerging trends or problem areas which might require managerial attention.
  • Maintains accurate, complete, and confidential electronic and paper volunteer files. Including the Volgistics database
  • Help develop a trauma informed work environment so to foster a positive work experiences for the volunteers and other staff.
  • Provide ongoing support by meeting with volunteers on an individual basis to support their work and answer their questions if they have any; be supportive of volunteers to ensure that they continue to pay attention to and focus on improving the qualities of their own recovery process.
  • Provide a minimum of 20% of work hours delivering direct peer support services and on occasions when needed support in securing emergency shift coverage.
  • Provide all other duties as assigned.

Service Delivery

  • Demonstrates working knowledge of the Principles of Recovery as outlined by the Substance Abuse and Mental Health Services Administration.
  • Demonstrates knowledge of Washington Warm Line, including competent use of Electronic Service Record (ESR), and other CC electronic assets.
  • Demonstrates knowledge of phone room protocol and procedure.
  • Maintains appropriate professionalism in dealing with volunteers, consumers, and professionals.
  • Participates in program meetings and planning


Equity and Inclusion:

  • Demonstrate the initiative to learn and enhance skills that promote equity and inclusion, and cultural competency and its impact and be willing to incorporate this learning into daily HR practices.
  • Develops and implements training to promote cultural understanding and competency in a climate of equity and inclusion.


Required Skills/Abilities:

  • Written and verbal communication is clear, concise, accurate and thorough.
  • Excellent organizational skills and attention to detail.
  •  Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Keeps updated on current literature on Recovery and peer-to-peer based approaches.
  • Makes appropriate use of supervisor.
  • Proficient with Microsoft Office Suite or related software.
  • Proficiency with or the ability to quickly learn the department’s ECR and phone system
  • Preferred, Bachelor’s degree in human services or allied fields.
  • Certified Peer Counselor (CPC) credential required



The information presented indicates the general nature and level of work expected of employees in this classification.  It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.



Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information or any other status protected under local, state or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions

To apply for this job please visit recruiting.paylocity.com.

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