Coordinator, NAMI HelpLine Operations

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy.

We currently have an opening for a Coordinator, NAMI HelpLine Operations. The Coordinator, NAMI HelpLine Operations, reports to the HelpLine Operations Manager and works alongside the Operations team to coordinate and support all aspects of HelpLine daily operations. The person in this position will be responsible for organizing and overseeing the work of Helpline Specialist volunteers, assessing their work, and giving feedback to optimize their performance.

This position is project dependent, through December 2027, and will be re-evaluated at that time.

This full-time, fully remote position works Monday-Friday 12 PM - 8 PM ET.

Salary Range: $23/hr. - $26/hr. ($44,850 - $50,700)

Essential Duties And Responsibilities

• Provides real-time guidance and assistance to NAMI HelpLine Specialist volunteers and interns in responding to questions, problems and requests.
• Anticipates escalation and provides real-time assistance and direction with challenging, complex, high-risk, or imminent risk-related HelpLine connections and initiates high-risk and emergency response protocols, as needed.
• Conducts real-time monitoring, evaluation and coaching for NAMI HelpLine Specialist volunteers and interns to ensure fidelity to NAMI HelpLine service model and required service levels.
• Ensures adherence to policies for service, attendance, established procedures, etc., for NAMI HelpLine volunteers and interns.
• Responds to and provides appropriate resources for email and US Mail requests, in accordance with NAMI HelpLine policies and procedures.
• Responds to and provides appropriate intervention for HelpLine calls, chats and texts as needed, in accordance with NAMI HelpLine policies and procedures.
• Assists with research and annual audit of NAMI HelpLine Resource Directory materials, as needed.
• Keep current with mental health news within the industry.
• Participates in cross-team projects as needed.
• Perform other duties as needed.
  
  

Minimum Qualifications

• Proven experience as a member of a fast-paced team serving members, customers or clients; experience in a helpline, crisis line, nonprofit or customer service call center environment is valuable.
• Knowledge of current mental health services landscape including different treatments, resources and a basic understanding of mental illness and its effects on individuals and families.
• Superior listening, communication and problem-solving skills.
• Excellent leadership and organizational skills.
• Strong working knowledge of Microsoft Office Suite and ability to learn cloud-based technologies including telecommunications, applications, storage, networks and other tools/resources.
• Strong writing skills.
• Spanish language proficiency highly desired.
• Bachelor's degree in a related field preferred.
• Flexibility to work some morning or evening hours, as required.
• Must pass background check.
  
  

Benefits

Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually:

• Generous and comprehensive Health, Dental, and Vision Plans
• Paid Time Off: Vacation, Personal, and Sick Leave
• Paid Parental Leave
• 403(b) retirement plan
• Flexible Spending Accounts for health care, dependent care and commuter expenses
• Life Insurance and Disability coverage paid by NAMI
• Flexible Work and Telework programs
• Professional Development Reimbursement program
• A variety of wellness offerings to support team members
• Employee Referral Program
• The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life
  
  

NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.