Mental Health Warmline Operator

NOW HIRING: Mental Health Warmline Coordinator

Do you believe that a single compassionate conversation can change the course of someone's mental health journey? The Family Education and Resource Center (FERC) is seeking a Warmline Coordinator who is passionate about supporting families and caregivers of loved ones living with mental health conditions. In this role, you will serve as the welcoming first point of contact, providing emotional support, resource navigation, and connection to services while ensuring families feel heard, informed, and empowered.

The Mental Health Association of Alameda County (MHAAC) is a well-established non-profit organization with long term staff that assists and advocates for people with mental health challenges and their family members through programs including the Family Education and Resource Center, the Family Partnership Program, the African American Family Outreach Project, and Patients' Rights Advocacy. Together, these programs assist thousands of people with serious mental health issues and family caregivers every year. We envision a world without stigma where people with mental health challenges and their family members are free to live their best lives. MHAAC's current budget is approximately $5 million dollars.

We Offer:

• Competitive salary
• Eligible for first pay increase after successful completion of 3-month introductory period
• Some positions eligible for Bilingual Pay Differential for fluency in an Alameda County threshold language
• 100% paid medical and dental coverage for the employee
• 401K Retirement Plan
• Employee Assistance Program (EAP) that includes free unlimited Tele-Doc and Psychotherapy services
• Generous time-off benefits: 14 paid holidays, including the week between Christmas and New Years Day
• Vacation leave 2 weeks per year, increases to 4 weeks by year four of employment
• Mileage reimbursement for work related travel
• Paid volunteer time-off
• Tuition reimbursement
• On the job training

The Family Education and Resource Center (FERC) is a family-centered program that provides free education, advocacy, and support to family caregivers of a loved one living with mental health conditions in all regions of Alameda County.

What makes FERC unique is that all FERC staff members care for a loved one with a mental health condition or Serious Mental Illness (SMI).

FERC programmatic components include: a warmline; education, training, and support for family caregivers; a resource center; assistance with AB 1424 Historical Information forms; support for the development of family leadership; and collaboration with other BHSA funded programs.

The Warmline Coordinator (WC) reports to the Program Director/ Assistant Program Director and serves as the primary point of contact for families and caregivers seeking support through FERC services. The position is responsible for answering and triaging calls, conducting preliminary screenings and needs assessments, providing emotional support and information, coordinating referrals and assignments to Family Advocates, maintaining accurate documentation and call logs, and collaborating with internal staff and community partners to ensure timely and equitable access to services and resources.

Primary Job Responsibilities

• Answer warmline calls
• Serve as the primary point of conduct for families, caregivers, and community members seeking support through FERC
• Conduct initial intake screenings and assessments with families seeking support
• Provide information, education, and referrals to county, community, educational, healthcare, and behavioral health resources
• Complete warmline call logs and maintain accurate records for all contacts and interactions
• Participate in community outreach activities, health fairs, school events, conferences, and other community-based events
• Track trends in caller needs, referral patterns, and service gaps to support program planning and quality improvement efforts
• Collaborate with FERC staff to ensure coordinated and effective service delivery

Required Qualifications

• Lived experience as the primary caregiver and/or direct family member of a loved one diagnosed with a serious mental health condition NOTE: education and/or professional experience may NOT be used to meet the lived experience requirement
• High School Diploma or GED
• Minimum 2 years experience in customer service, behavioral health, peer support, case management, family support, call center operations, or a related human services field
• Experience conducting intakes, screenings, referrals, or coordinating services for individuals or families
• Demonstrated ability to communicate effectively, manage multiple priorities, and maintain accurate documentation in electronic systems
• Must successfully pass a fingerprint background check by CADOJ and FBI
• Have proficiency in Microsoft Office Outlook (email/calendar); Word (documents)
• Some positions require a valid CA Drivers License, daily access to a working vehicle, maintain legally required car insurance, and have an acceptable motor vehicle report as determined by MHAAC's insurance broker

Preferred Qualifications

• Associates or Bachelors Degree
• Certification as a Family Partner, Peer Support Specialist, or related credential
• Experience navigating the Alameda County Behavioral Health care system
• Experience triaging calls and providing support to those in crisis
• Experience applying trauma-informed, culturally responsive, and family-centered practices
• Experience delivering services using video-based platforms such as Zoom, Teams
• Bilingual in one of Alameda County's threshold languages: Cantonese, Farsi, Korean, Mandarin, Spanish, Tagalog, Vietnamese

HOURS OF WORK: Full-time (36 hours per week), Monday through Friday 8 am - 5 pm. Eligible for hybrid schedule after successful completion of 3-month introductory period.

WORK LOCATION: 7677 Oakport St., Oakland, CA 94621 Office in the Coliseum Industrial neighborhood of Oakland in a premier building that includes free parking and an onsite gym.

SALARY: $28.89 per hour (approximately $54,075 annually). Eligible for first pay increase after successful completion of three-month introductory period.

The Mental Health Association of Alameda County is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and/or physical), those who exercise the right to family care and medical leave, gender, gender identity/expression, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

We are also committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster and inclusive and accountable workplace where everyone has the opportunity to be successful. If you need a reasonable accommodation to apply for a position or participate in the interview process, then please connect with us and describe the specific accommodation requested for your disability-related limitation.

Job Type: Full-time

Pay: $28.89 per hour

Benefits:

• 401(k) Retirement Program
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time-off
• Mileage reimbursement for work-related travel
• Vision insurance

Schedule:

• Monday to Friday
• Day shift 8 am - 5 pm
• Work from home flexibility after successful completion of 3-month introductory period

Education:

• High School Diplma/GED (Required)
• Associates or Bachelors Degree (Preferred)

Experience:

• Customer service, behavioral health, peer support, case management family support, call center operations, or related human services field: 2 years (Required)
• Knowledge of Alameda County Behavioral Health care system (Preferred)

Language:

• English (Required)
• Spanish (Preferred)

Work Location: One location