Helpline Specialist [Talent Pool]

Description

Reports to: Helpline Supervisor 

Office Location:   For certain shifts that may require remote work, must be based in and working in the Chicago and available to come to the Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested for in-person trainings and meetings.   

Shift:   Full-time and Part-time schedules available. 

This is an evergreen job posting. We regularly hire for this role, and we maintain a strong pipeline of talent to support growing needs. There may not be an immediate opening at the time you apply, but we review applications on a rolling basis and will reach out as vacancies arise.

By applying, you are joining our talent pool for future opportunities aligned with your experience and interest. We appreciate your commitment to NAMI Chicago’s mission and may contact you for next steps as hiring needs evolve.

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. 

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 a mental health condition, 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. 
• Ability to multitask during a call e.g., remaining engaged in conversation, documenting information, assessing needs, and identifying 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. 

Requirements

Essential Knowledge, Skills and Abilities: 

• Experience  with and able to demonstrates ability to serve anyone in the greater Cook County area who contacts the Helpline. The NAMI Chicago Helpline is a no-barriers access point to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness. 
• Ability to make real-time rapid assessments of caller, dexterity in judgement and navigation of a call, recognition of appropriate utilization of leadership support and self-regulation of response to callers.  
• Excellent verbal and written communication skills, with the ability to effectively communicate with those in crisis, their families and community stakeholders.
• Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility. 
• Familiar with community resources and how to work with law enforcement and other community organizations (i.e., Hospitals, outpatient clinics, etc.).
• Growth mindset 

Minimum Qualifications: 

• 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 use, 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.
• Experience with text and chat functionality welcomed.
• Bilingual in Spanish preferred 
• Experience with youth and young adults and mental health preferred.

Available Benefits: 

• Company sponsored wellness activities.
• Medical, Dental and Vision benefits. 
• Company sponsored Life and AD&D Insurance and Long-Term Disability.
• 401k Retirement plan.
• Critical Illness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.
• Generous PTO.

Base Rate: $21 - $22/hour  

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.