Common Ground

Role Description The ideal MiCAL Crisis Specialist is a strong, self-driven, dedicated individual who works fully remote helping individuals in crisis. If you are self-disciplined to work from home and wish to serve those in crisis, we invite you to apply! - Provide crisis support to 988 callers - Login to helpline applications - Respond to incoming calls of varying crisis nature - Offer information on available resources like homeless shelters, food pantries, mental health services, substance use treatment facilities, etc. - Employ de-escalation techniques to assist callers in crisis - Take Michigan calls from the National Suicide Prevention helpline and 988 helpline - Coordinate with EMS or police to complete active rescue as needed - Document each encounter while in-call - Conduct follow-up calls to ensure successful access to services - Collaborate with Shift Supervisor and other MiCAL staff to provide or receive support - Maintain high level confidentiality while performing all duties - Fulfill any additional duties as assigned - Uphold strict confidentiality in all tasks performed Qualifications - High School Diploma or GED equivalent - Minimum 1 year of work or volunteer experience in a mental health/crisis services field, or equivalent education/training - At-home high speed internet on a private network - A private, HIPAA compliant, dedicated office space Benefits - Generous Paid Time Off - Shift premiums - Employer sponsored benefit and wellness plans (including 16% fringe pay, Calm App, etc.) - Competitive wages Company Description Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness and more. Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone.

Role Description The ideal MiCAL Workforce Management Coordinator is analytical, detail-oriented, and thrives in a fast-paced environment where priorities can shift quickly. You enjoy solving complex staffing challenges, using data to drive decisions, and collaborating with leaders to ensure the right resources are in the right place at the right time. You are comfortable working independently while supporting a fully remote, 24/7 crisis contact center operation. As the Workforce Management Coordinator, you will play a critical role in supporting the daily operations of the Michigan Integrated Crisis and Access Line (MiCAL). Your work will help ensure that individuals in crisis can connect with support when they need it most. - Build and manage staff schedules while monitoring real-time service levels and queue performance. - Make intra-day staffing adjustments and coordinate coverage for call-offs, PTO, and operational needs. - Develop staffing forecasts and workload projections to support daily operations and long-term planning. - Analyze workforce data and trends to improve efficiency and support budgeting, projects, and special initiatives. - Maintain workforce schedules, calendars, and staffing systems while coordinating trainings and non-contact activities. - Create and distribute workforce reports and provide guidance to leaders and staff on WFM processes and schedules. - Troubleshoot workforce management and scheduling system issues while partnering with leadership and vendors on resolutions. - Support a collaborative, mission-driven environment through effective communication, confidentiality, and special project support. Qualifications - Permanent year-round Michigan residency (required) - Bachelor's degree or an equivalent combination of education and work experience. - Previous experience with workforce planning using workforce management software (required) - Ability to interpret workforce data and apply insights to operational decision-making. - Experience with NiCE Workforce Management software (highly preferred) - Experience using forecasting tools and methodologies (highly preferred) - Familiarity with call center technologies and reporting (preferred) - Advanced computer skills and proficiency including Microsoft Excel and spreadsheet analysis (required) - Ability to work independently and collaboratively in a virtual environment. - At-home high-speed internet meeting minimum requirements and a private, distraction-free home office (required) Benefits - Generous Paid Time Off - Shift premiums - Employer sponsored benefit and wellness plans (including 16% fringe pay, Calm App, etc.) - Competitive wages Company Description Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness and more. Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone. Common Ground is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors. Find out more at https://commongroundhelps.org

Job Title: Peer Warmline Supervisor Location: MI-Pontiac Job Description: Base Pay: $27 - $29 hourly (+$3 hourly shift differential) MDHHS Certified Peer Support Specialist and/or Peer Recovery Coach required 6:00 pm - 2:00 am Week 1: Monday - Thursday, Saturday Week 2: Sunday - Monday, Wednesday - Friday About you: The ideal Peer Warmline Supervisor is a strong, self-driven, dedicated leader who works fully remote, supporting Peer Warmline Specialists and facilitating the daily function of the line. If you are self-disciplined to work from home and wish to serve your peers, we invite you to apply! About us: Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness, and more. Day in the Life - Login to helpline applications - Ensure adequate coverage with scheduling and staffing - Debrief with Peer Warmline Specialists at the end of each shift - Implement and enforce policies, procedures, and protocols of the Peer Warmline - Provide supervision and monitoring of calls - Respond to and document incoming Peer Warmline calls/chats/texts when volume of calls is high - Collaborate with other supervisors and leadership - Maintain high level confidentiality while performing all duties - Perform other duties as assigned What you need to apply - Permanent year-round Michigan residency - High School Diploma or GED equivalent - MDHHS Certified Peer Support Specialist and/or Peer Recovery Coach - Minimum 2 years paid work experience as an MDHHS Peer Support Specialist - Minimum 1 year of supervisory experience - At-home high-speed internet on a private network - A private, HIPAA-compliant, dedicated office space What makes us different - Non-Profit mission-driven, person-focused environment - Opportunity for professional growth - Team oriented environment - An organizational culture of mental and behavioral health support for all For your hard work - Generous Paid Time Off - Shift premiums - Employer-sponsored benefit and wellness plans (including 16% pay, Calm App, etc.) - Competitive wages Our Mission Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone. Common Ground is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors.

Role Description The ideal Peer Warmline Supervisor is a strong, self-driven, dedicated leader who works fully remote, supporting Peer Warmline Specialists and facilitating the daily function of the line. If you are self-disciplined to work from home and wish to serve your peers, we invite you to apply! - Login to helpline applications - Ensure adequate coverage with scheduling and staffing - Debrief with Peer Warmline Specialists at the end of each shift - Implement and enforce policies, procedures, and protocols of the Peer Warmline - Provide supervision and monitoring of calls - Respond to and document incoming Peer Warmline calls/chats/texts when volume of calls is high - Collaborate with other supervisors and leadership - Maintain high level confidentiality while performing all duties - Perform other duties as assigned Qualifications - Permanent year-round Michigan residency - High School Diploma or GED equivalent - MDHHS Certified Peer Support Specialist and/or Peer Recovery Coach - Minimum 2 years paid work experience as an MDHHS Peer Support Specialist - Minimum 1 year of supervisory experience - At-home high-speed internet on a private network - A private, HIPAA-compliant, dedicated office space Requirements - Non-Profit mission-driven, person-focused environment - Opportunity for professional growth - Team oriented environment - An organizational culture of mental and behavioral health support for all Benefits - Generous Paid Time Off - Shift premiums - Employer-sponsored benefit and wellness plans (including 16% pay, Calm App, etc.) - Competitive wages

Role Description The ideal Peer Warmline Specialist is a strong, self-driven, dedicated individual who works fully remote providing peer support. If you are self-disciplined to work from home and wish to serve your peers, we invite you to apply! - Login to helpline applications - Accept incoming calls, chats and/or texts - Support callers to develop their own coping skills and wellness plans - Connect callers to the MiCAL crisis line, as needed - Provide information on resources (i.e. homeless shelters, food pantries, mental health services, substance use treatment facilities, etc.) - Document each encounter while in-call - Communicate with the Shift Supervisor and other MiCAL staff in order to receive or provide support - Maintain high level confidentiality while performing all duties - Perform other duties as assigned Qualifications - Permanent year-round Michigan residency - High School Diploma or GED equivalent - MDHHS Certified Peer Support Specialist - Minimum 1 year paid work experience as a MDHHS Peer Support Specialist - At-home high speed internet on a private network - A private, HIPAA compliant, dedicated office space Benefits - Generous Paid Time Off - Shift premiums - Employer sponsored benefit and wellness plans (including 16% fringe pay, Calm App, etc) - Competitive wages Company Description Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness and more. Our Mission: Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone. Common Ground is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors. Find out more at https://commongroundhelps.org

Job Title: MiCAL Crisis Specialist – Frontline Strong Base Pay: $21 hourly Part-Time Shifts: 12:00 am - 8:00 am Week 1: Tuesday, Saturday Week 2: Sunday, Thursday 8:00 am - 4:00 pm Week 1: Tuesday, Saturday Week 2: Sunday, Thursday About you: The ideal MiCAL Crisis Specialist – Frontline Strong is a strong, self-driven, dedicated individual who works fully remote supporting First Responders. If you are self-disciplined to work from home and wish to serve First Responders, we invite you to apply! About us: Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness, and more. Day in the Life - Provide support to first responders - Login to helpline applications - Accept incoming calls, chats and/or texts of a varying crisis nature - Provide information on resources (i.e. homeless shelters, food pantries, mental health services, substance use treatment facilities, etc.) - Address callers experiencing crisis and utilize de-escalation techniques - Document each encounter while in-call - Communicate with the Frontline Strong Manager and other MiCAL staff in order to receive or provide support - Maintain high level confidentiality while performing all duties - Perform other duties as assigned What you need to apply - Permanent year-round Michigan residency - High School Diploma or GED equivalent - Experience as a First Responder and early-stage events for protection and preservation of life, property, evidence, and/or the environment (law enforcement officer, safety officer, paramedic, EMT, firefighter, etc.) - Minimum 1 year experience in mental health, substance use, and/or crisis work - At-home high speed internet on a private network - A private, HIPAA compliant, dedicated office space What makes us different - Non-Profit mission-driven, person-focused environment - Opportunity for professional growth - Team oriented environment - An organizational culture of mental and behavioral health support for all For your hard work - Generous Paid Time Off - Shift premiums - Employer-sponsored benefit and wellness plans (including 16% fringe pay. Calm App, etc.) - Competitive wages Our Mission Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone. Common Ground is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors. View full Job Description: MiCAL Crisis Specialist - Frontline Strong Find out more at https://commongroundhelps.org

Job Title: MiCAL 988 Crisis Specialist Base Pay: $21 hourly + shift differentials Full and Part-Time Shifts Available About you: The ideal MiCAL Crisis Specialist is a strong, self-driven, dedicated individual who works fully remote helping individuals in crisis. If you are self-disciplined to work from home and wish to serve those in crisis, we invite you to apply! About us: Common Ground is one of the top-ten crisis intervention organizations in the country. For over 50 years we have been helping people move from crisis to hope. At Common Ground, we help individuals and families who are experiencing crises of any kind, from suicide to substance use, human trafficking, mental illness and more. Day in the Life - Provide crisis support to 988 callers - Login to helpline applications - Respond to incoming calls of varying crisis nature - Offer information on available resources like homeless shelters, food pantries, mental health services, substance use treatment facilities, etc. - Employ de-escalation techniques to assist callers in crisis - Take Michigan calls from the National Suicide Prevention helpline and 988 helpline - Coordinate with EMS or police to complete active rescue as needed - Document each encounter while in-call - Conduct follow-up calls to ensure successful access to services - Collaborate with Shift Supervisor and other MiCAL staff to provide or receive support - Maintain high level confidentiality while performing all duties - Fulfill any additional duties as assigned - Uphold strict confidentiality in all tasks performed What you need to apply - - High School Diploma or GED equivalent - Minimum 1 year of work or volunteer experience in a mental health/crisis services field, or equivalent education/training - At-home high speed internet on a private network - A private, HIPAA compliant, dedicated office space What makes us different - Non-Profit mission-driven, person-focused environment - 100-hour Crisis Intervention training - Opportunity for professional growth - Team oriented environment - An organizational culture of mental and behavioral health support for all For your hard work - Generous Paid Time Off - Shift premiums - Employer sponsored benefit and wellness plans (including 16% fringe pay, Calm App, etc.) - Competitive wages Our Mission Helping people in crisis 24/7 is at the heart of everything we do by offering hope, healing and recovery. Our caring and dedicated team meets people wherever they are; in person, call, text, chat, or virtually. We listen, assist, and advocate for anyone needing emotional support so they do not feel alone. Common Ground is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability, or veteran status, among other factors. See full job description here: https://cghelps.sharepoint.com/:b:/s/HRJobDescriptions/EfJQFHrqB5FKrOmeen9UgV0BByXn321COkcQC58D4NVBIw?e=vcFkgH Find out more at https://commongroundhelps.org