Type: Part-Time
Reports to: Helpline Supervisor
Office Location: 224 W. Hill St. #410, Chicago, IL; position is hybrid, one to two days/week on site required
Schedule offered: Monday – Friday 9am to 1 pm
Background:
The mission of the National Alliance on Mental Illness (NAMI) Chicago: 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.
Who We Are Looking For:
The Helpline Specialist supports NAMI Chicago’s mission by providing direct support to individuals and families seeking support from the NAMI Chicago Helpline. The NAMI Chicago Helpline provides information, resource referrals and emotional support to people living with mental health conditions, their family members and caregivers, mental health providers and the public. Through empathic, active listening, Helpline Specialists gain understanding of concerns that led to caller engagement with the Helpline and explore subsequent needs. Helpline Specialists often support individuals and families with sensitive human service issues while projecting a non-judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate the healthcare system.
The ideal candidate has a bachelor’s degree in a social services field, strong customer service skills, strong verbal and written communication skills and prior experience with the mental health system of care including crisis response.
Essential Functions & Responsibilities:
- Provide telephonic, text and chat support, education, information, assessment of need and referrals to individuals and families specific to mental and emotional health needs.
- Engage in de-escalation, safety planning, risk assessment, and emotional support for those needing crisis intervention.
- Maintain contact notes, agency resource records, and other documentation using NAMI Chicago’s database system.
- Engage in follow-up contacts as needed to provide ongoing support, safety planning and resource navigation.
- Assist contacts in problem-solving, goal setting and communication skills building.
- Coach people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.
- The ability to multitask during a call e.g., remain engaged in conversation, document information, assess needs, and identify responses to the contacts needs.
- Exemplify NAMI Chicago’s team approach by participating in case review, supporting coworkers, and attending scheduled trainings.
- Perform other duties as assigned by the Helpline Leadership Team.
Qualifications & Requirements:
- Education: Bachelor’s degree in social services field or equivalent 1-3 years of relevant experience providing crisis support, case management or similar duties (behavioral health, substance abuse, etc.).
- Proficiency in Microsoft Windows, Microsoft Office, and database management.
- Experience in telephonic and/or chat/text outreach, crisis, and case management.
- Ability to multi-task and excellent organizational skills. This includes attention to detail, problem-solving, and time management
- Bilingual Spanish preferred.
- Experience with text and chat functionality welcomed
- Experience with youth and young adults and mental health preferred
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.
