Executive Summary

Active Listening for Effective Peer Support is a required training program to address a critical skill gap at Peers4Peers, a nonprofit dedicated to providing compassionate mental health support.  While Certified Peer Support Specialists (CPSS) are introduced to active listening during their initial certification, that coverage is brief and often not enough to prepare them for the complex realities of peer interactions.  Distractions, emotional triggers, and the habit of offering advice too soon can interfere with meaningful connection and, ultimately, undermine trust.

To close that gap, Peers4Peers is launching a mandatory active listening course for CPSS professionals and all newly hired staff.  The goal is to embed active listening as a core competency across the organization.  This initiative reflects Peers4Peers' broader commitment to fostering empathy, client-centered care, and stronger workplace communication.

The training is designed for a diverse group of learners, including CPSS professionals, supervisors, administrative staff, and volunteers.  These individuals bring varied backgrounds and levels of experience, but what they share is a dedication to advocacy, growth, and building authentic relationships with peers.

Instruction will be delivered as a self-paced, fully online experience that blends expert-led videos, scenario-based learning, AI-driven role-play simulations, and peer discussion forums.  The format ensures consistency and quality across departments, while built-in accessibility features—like transcripts, captions, and screen reader compatibility make the learning experience inclusive and flexible for everyone.

At its heart, this project is about creating space for people to feel heard.  By giving staff the tools to listen with presence and empathy, we're strengthening the foundation of what peer support is meant to be.