Peer Specialist Guide

1. Complete Your Profile

• Fill out your agency type and years of service
• Write a brief "About Me" that connects with other responders
• Add your areas of expertise (stress, trauma, family issues, etc.)
• Upload any relevant certifications

2. Complete Required Training

• Crisis Intervention Training (mandatory)
• Mandatory Reporting Requirements for your state
• Ethical Guidelines and Boundaries
• Pass required quizzes (80% minimum)

3. Set Your Availability

• Use the Availability Calendar to set your regular schedule
• Toggle "On Duty" when ready to accept connections
• Toggle "Off Duty" when you need a break
• It's okay to take time for yourself

Your Role

• Listen actively: Let them share without judgment
• Share your experience: "I've been there too..."
• Normalize feelings: "What you're feeling is valid"
• Connect to resources: Use the resource recommender
• Don't diagnose or treat: You're not a therapist

Chat Interface Tools

• Message box: Type your responses naturally
• Quick Responses: Pre-written supportive messages
• Resource Recommender: Search and share crisis resources
• Flag Session: Mark complex cases for admin review
• Emergency Alert: For immediate danger (explained below)

Good Practices

• Respond promptly but thoughtfully
• Ask open-ended questions: "How did that make you feel?"
• Validate their experience: "That sounds incredibly difficult"
• Share resources proactively if relevant
• End sessions positively: "I'm glad you reached out"

When to Use Emergency Alert

Click the red "Emergency Alert" button if the responder mentions:

• Immediate plans for self-harm or suicide
• Specific plans to harm others
• Active abuse of a vulnerable person (child, elder)
• Any situation requiring immediate intervention

What Happens Next

1. All system admins receive immediate SMS notification
2. Admin reviews the session and coordinates response
3. Stay in the chat and keep the person engaged
4. Encourage them to call 911 if in immediate danger
5. Admin may contact emergency services directly

Mandatory Reporting

You must report certain situations based on your state laws:

• Child abuse or neglect
• Elder abuse or neglect
• Abuse of vulnerable adults
• Review your state's requirements in "State Reporting Reference"

Accepting Connections

• Requests appear on your dashboard when you're on duty
• You'll see the responder's agency type (fellow LEO, Fire, etc.)
• Click "Accept" to start the session
• If you're overwhelmed, toggle off duty and take a break

Ending Sessions

• Natural endings: "Is there anything else I can help with today?"
• Click "End Session" button in top right
• Add session summary and key topics for records
• Rate the session outcome (positive, neutral, needs follow-up)

Flagging Sessions

Flag a session for admin review if:

• Case is complex and you need guidance
• You encountered ethical concerns
• Responder needs specialized help
• You want coaching on how you handled it

Follow-Up Sessions

• Responders can schedule follow-ups with you specifically
• You'll see scheduled sessions on your dashboard
• Accept or reschedule if time doesn't work
• Continuity of care helps build trust

Earning Badges

• First Session: Complete your first support session
• Rising Star: 10 sessions with 4+ star average
• Trusted Advisor: 50 sessions completed
• Excellence Award: 100 sessions with 4.5+ rating
• 500 Hours: Dedicated service milestone

Continuing Education

• New training modules added regularly
• Live training sessions with experts
• Learn from flagged sessions (anonymized)
• Peer discussion groups (coming soon)

Feedback

• Responders rate sessions (anonymous)
• View your ratings and comments
• Admins review only flagged issues
• Use feedback to improve your approach

Recognize Your Limits

• You can't help everyone, and that's okay
• Toggle off duty when you need a break
• Vicarious trauma is real - watch for symptoms
• Talk to admins if you're feeling overwhelmed

Support for Peer Supporters

• Flag sessions where you need guidance
• Admins provide coaching and support
• Connect with fellow peers informally
• You can also use support resources yourself