Helpline Specialist - Part Time

Job Description

Job Description

Description:

Type: Part-Time (20 hours per week) 

Shifts: Monday - Friday, 4pm- 8pm. 

Reports to: Helpline Supervisor 

Office Location: Work from home up to 5 days per week; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested.   

Schedule: The hybrid work policy is subject to changes with notice. Helpline employees are required to work a portion of major holidays and any additional holidays that coincide with their regular schedule. The training and onboarding schedule may differ from the regular work schedule. 

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 seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care. 

General Job Description:  

The Helpline Specialist supports NAMI Chicago’s mission by providing direct support to help seekers. 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. Helpline specialists provide emotional support by listening to help seeker’s stories, using empathy and active listening skills, and seeking to understand their circumstances identifying resources that can further support their needs. Helpline specialists often support individuals and families in understanding mental health needs through psychoeducation, social service issues and systems of care navigation. They utilize a non-judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate systems of care throughout Chicago and Cook County. 

Essential Functions & Responsibilities:  

• Helpline Specialist: Provide live telephonic and text and chat support to individuals living with mental health conditions, their caregivers, and those that support them. Utilize empathy and active listening skills to understand help seeker’s emotions ,concerns, and needs. Assess help seeker’s situations and assist contacts in goal setting, problem-solving, and building communication skills. Coach people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.  Empower individuals to explore their own strengths and coping mechanisms, fostering a sense of self-agency and resilience. 
• Crisis De-escalation and Safety Planning: Utilize de-escalation techniques to support help seekers regain a sense of control and stability during times of crisis. Collaborate with help seekers to develop safety plans by identifying coping strategies and supportive resources to manage crises effectively. 
• Follow-up: Schedule and/or participate  in follow-up conversations  to provide ongoing support, safety planning and resource navigation to help seekers.  
• Documentation and Confidentiality: Using NAMI Chicago’s client record management system, maintain accurate and confidential records of all interactions with help seekers, adhering to privacy regulations and organizational policies. Respects each caller’s privacy rights under HIPAA and other applicable laws and regulations. Systems require significant computer use and skills. 
• Technology & Organization: Ability to use multiple technology systems (telephonic, documentation, communication) and multitask during a conversation with a help seeker e.g., remaining engaged in conversation while assessing their needs, identifying a plan, documenting information shared, and communicating with supervisors (as needed).  
• Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies. 
• Continuous Training: Participate in ongoing training and professional development opportunities to enhance skills and stay updated on best practices for crisis support. 
• Communication and Teamwork: Communicate effectively and frequently throughout shift with supervisors and Helpline staff; promptly alert supervisor of concerns and seek guidance/support when needed. Embodies NAMI Chicago’s team approach by participating in daily Teams chats, supervision meetings, team and organizational meetings, supporting co-workers, and attending scheduled trainings. 
• Wellness: Actively engage in your wellness and communicate support needs as appropriate. Participate in own wellness plan utilizing organization and team wellness activities. 
• Other Duties: Perform other duties as assigned by the Helpline Leadership Team. 

Education and Experience  

• 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.). 
• At least 1 year of experience working with vulnerable populations 
• Minimum of 1 year of relevant experience in telephonic and/or chat and text outreach, crisis de-escalation, and case management. 
• Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago. 

Essential Knowledge, Skills and Abilities:

• Experience with and able to demonstrate 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 help seekers who contact the Helpline, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations. 
• Excellent verbal and written communication skills, with the ability to effectively communicate with those in crisis, their families, caregivers, 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.).  
• Utilizes a growth mindset with self and others in conversations with help seekers, supervision meetings, trainings, and connections with the Helpline team. 

Welcome Qualifications:  

• Previous experience at a social service warmline or hotline 
• Experience with text and chat functionality 
• Bilingual in Spanish and English 
• Certification in crisis interaction or suicide prevention 
• Current ASIST or SafeTALK certification 

Salary range: $21-$22 per 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.