Homeoffice NAMI Chicago - 988 Training Manager bei NAMI Chicago

Type: Full-Time 

Shift: This position requires schedule flexibility to meet the needs of the program. Generally, this person will be expected to work at least 10-20 hours per week during the operational hours of the 988 program (3:45 PM – 8:15 AM); the remainder of the hours to be worked during 9 am to 5 pm. When onboarding a new staff, the trainer will be responsible for facilitating the training cohort based on the schedule determined by the training specialist.     

Reports to: Senior Manager of 988 Call Center 

Office Location: 224 W. Hill St., Suite 410, Chicago; this is a fully remote position  

Background: 

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey. 

NAMI Chicago launched its 988 Lifeline Crisis Center in January 2024, providing evening and overnight (4 PM – 8 AM) telephonic crisis support for callers in the Chicagoland area. NAMI prioritizes creating and maintaining a crisis call center of excellence, where Crisis Counselors are well-trained and fully supported by an engaged leadership team, and where callers experience empathy, connection, and a sense of community. In spring 2025, we expanded to include an outbound program to support follow-ups for both the 988 and Helpline call centers. 

Who We Are Looking For: 

The Training Manager contributes to NAMI Chicago’s overall mission by designing and delivering relevant training for 988 Crisis Counselors, 988/HL Outbound specialists and supervisory staff. The ideal candidate will be a Qualified Mental Health Professional (QMHP) and will have considerable knowledge of crisis intervention best practices, behavioral patterns and effects of mental illness, professional behavioral health standards, practices, and techniques, medical terminology related to mental health crises, as well as expertise in designing and delivering training for mental health helplines. In addition, they will have experience in a clinical and administrative supervisory position in the behavioral health field, possess excellent written and communications skills, and a keen interest in NAMI Chicago’s mission. 

Essential Functions & Responsibilities: 

Training Design & Delivery: 

• With Senior Manager of 988, determine necessary skills, tools, and techniques that 988 Crisis Counselors and Supervisors should possess or acquire. With the Senior Manager of 988 and the Helpline Senior Manager and Manager, determine necessary skills, tools and techniques that the 988/HL Outbound Specialists and supervisors should possess or acquire.  
• Create, update, and enhance training content to ensure it aligns with clinical best practices and to ensure Crisis Counselors, 988/HL Outbound Specialists and Supervisors possess the necessary skills, tools, and techniques for their role. 
• Maintains the initial and ongoing training schedule and cadence for new and existing Crisis Counselor,  988/HL Outbound Specialists and Supervisors. 
• Deliver initial, ongoing, and annual training to 988 Crisis Counselors, 988/HL Outbound Specialists, and Supervisors using various modalities in a variety of settings, inviting external practitioners to support when needed. 
• Maintains the 988 Training SharePoint site, Paylocity training content, and the facilitator and participant guides to ensure training content available to staff is current and accurate. 
• Monitor and record attendance and completion for all initial, ongoing, and annual training.  
• Attend continuing education events to improve skills and be alerted to changes in network or accrediting body policies or procedures regarding crisis intervention and suicide prevention best practices. 
• Continually contribute to the creation and updating of 988 policies and procedures and program manual (as needed), to ensure compliance with all contract and certifying requirements. 
• Ensure fidelity to NAMI Chicago’s values and the vision for 988 to create a non-punitive space for connection and community. 

Training Evaluation and Quality Assurance 

• Create, update, enhance, and conduct assessments of each training module’s effectiveness in achieving the desired objectives. 
• Identify gaps in training and update content to address. 
• Continually reevaluate training content to ensure it is relevant and consistent with the most current research and best practices in crisis intervention.
• Support Senior Managers and HL Manager in developing, implementing and assessing QA activities for 988 and Helpline, involving weekly call audits and analysis of feedback from callers; assist with the collection and assessment of data involving productivity by staff, quality of service provision, and wellness of staff 
• Leverage information based on QA activities to drive training and re-training opportunities for staff. 

Team Management 

• Provide day-to-day supervision of the NAMI Chicago 988 Call Center team and/or the 988/HL Outbound Specialist team including assigning tasks to supervisors and team members as appropriate and providing in-the-moment coaching and problem solving. 
• Provide direct supervision to supervisors including performance management, goal setting and expectations, and coaching in management/supervisory skills OR 
• Provide direct supervision to the 988/HL Outbound specialist(s)/supervisors including performance management, goal setting and coaching in clinical skills. 
• Support the management the 988 schedule, including the use of a workforce development platform to assess and respond to trends, staffing fluctuations, staff wellness needs and adequate coverage OR 
• Support the management of the 988/HL Outbound Specialists workflow and schedule. 
• Conduct audits of 988 and outbound calls and review notes to provide feedback and identify trends to maintain quality of service. 
• Lead the organization of case review and organizational updates, both 1:1 and in team meetings.  
• Actively participate in quality improvement activities and supervision to promote 988’s continual growth and improvement in quality of services provided. 
• Participate as a member of the Crisis & Support Operations Program team, collaborating cross-functionally and supporting other organizational leaders. 
• Serve in an on-call capacity for your shift or to other managers as needed. 

Additional Duties: 

• Facilitate additional internal and external training using various modalities in various settings as needed to support programmatic and organizational goals and needs.  
• On occasion, be willing and able to serve as a back-up on-call QMHP Supervisor to 988 Crisis Counselors during shift hours (3:45 PM – 12:15 AM or 11:45 PM – 8:15 AM)  

Essential Knowledge, Skills and Abilities: 

• Excellent written and verbal communication skills 
• Knowledge of professional behavioral health standards, practices, and techniques, and medical terminology related to mental health crises.  
• Expertise in designing and delivering training for crisis responders or others who answer mental health helplines. 
• Strong supervisory skills with an approach that is consistent with NAMI Chicago’s values and mission.  
• Ability to work independently as part of a team 
• Commitment to supporting the wellness of 988 program team 
• Teamwork & Collaboration – Collaborative approach to work to drive organizational outcomes 
• Flexibility & Adaptability – Ability to manage effectively in a growing organization with new programs and organization structure. 
• Exercising Sound Judgement – Thoughtfully analyzes situations and challenges to arrive at sound decisions. 
• Time Management – Ability to prioritize tasks, manage time and complete projects in a fast-paced, changing environment with limited supervision.

Qualifications & Requirements: 

• Education: Master’s Degree in social services field or equivalent. LCSW or LCPC preferred. 
• Qualified Mental Health Professional (QMHP), consistent with Illinois Administrative Code 
• At least 5+ years of clinical and/or crisis intervention experience is required.
• At least 2 years of experience providing direct clinical and/or administrative supervision. 
• Computer Skills: Proficiency in Microsoft Office 365; Proficiency in Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by NAMI Chicago 
• Welcomed qualification: Current ASIST or safeTALK certification and/or trainer 

Available Benefits: 

• Medical, Dental and Vision benefits
• Company Sponsored Life and AD&D Insurance
• Matched 401k Program
• Company sponsored wellness activities

Salary Range: $60,000 - $70,000 per year 

NAMI Chicago is an inclusive employer, we welcome and encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.