Peer Support Specialist

JOB REQUIREMENTS: IMPACT, a non-profit organization, offers acompetitive pay with a full benefits package for a hybrid, full timePeer Support Specialist for our IMPACT 211 team. Since 1960, IMPACT hasbeen serving Southeastern Wisconsin, helping people take the first steptoward changing their life, for good. We assess and guide thoseexperiencing personal crisis toward resources to achieve stability; andcollaborate with community partners to foster system improvement. Ourrole is critical. Critical conditions. Critical connections. Criticalchange. We believe that the services we provide are enhanced whenvarious groups of people with unique ideas come together. Applicantswhose work incorporates a global perspective and a demonstratedcommitment to various issues in human services are particularlyencouraged to apply. Position Summary: IMPACT 211 is our Contact Center,which operates 24/7/365. As a member of the IMPACT 211 team, the PeerSupport Specialist (CRS) provides quality support to all of IMPACT andits outside customers, demonstrating IMPACT's philosophy of customerservice, teamwork and value added. Answers IMPACT 211 information andreferral 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, andassistance in the development of an action plan to customers within thescope of family, health, and social services that appropriately meetstheir needs. Principle Responsibilities: Provides assessment, problemsolving, information and referral, and crisis intervention, whennecessary, in an empathetic and nonjudgmental manner. Assist customersin developing an action plan. Ask all customers permission to conduct aCustomer Satisfaction Survey during the initial call. Accuratelydocument customer contacts in a computerized database and other means.Use peer support certification and training to provide advocacy andsupport for customers experiencing difficulties or lacking in abilitiesneeded to make effective contacts with agencies, programs, or groups.Identify as a person with lived mental health and/or substance use inrecovery Intentionally share their own recovery as a way to empowerothers in their journey of recovery Demonstrate understanding on howtrauma affects mental health and substance use recovery Consistentlycomplete follow-up interactions on all consenting callers on theWisconsin Addiction and Recovery Helpline. Participates in ongoingtraining and staff meetings, as well as required education for peersupport recertification. Keeps informed of and demonstrates knowledge ofall special service programs. Ability to effectively work in and adaptto ongoing necessary changes. Works varying work schedules. Ensures thatIMPACT is compliant with applicable federal, state, and local lawsensuring client confidentiality Actively participate in and support theorganization's initiatives. OTHER EXPERIENCE ANDQUALIFICATIONS: Abilities/Skills: Must be able to work both Saturday andSunday every other weekend. Exceptional customer service skills, bothinternally and externally. Able to work effectively in a team-orientedenvironment. Exceptional verbal and written communication skills. Goodjudgment, problem solving and decision-making skills. Bilingual abilitypreferred. Possesses cultural competency skills to work effectively withdiverse customers and staff. Ability to respond effectively to a varietyof social service needs. Ability to adapt to and apply on-going programdevelopment changes. Dedication to problem solving and empowering othersSolutions orientated and has the ability to multitask Professional andReliable Interested in personal growth and development Qualifications:Current Peer Support Specialist Certification and is able to meet theState of WI's recertification requirements. High chool Diploma, orGED, or higher Inform USA certification within 90 days from date ofeligibility A minimum of one year of customer service experience,preferably in the social service field Inbound call center experiencepreferred. Computer proficiency necessary Reside in the State ofWisconsin APPLICATION INSTRUCTIONS: Apply Online:

Created: 2026-01-16