Helpline Manager

Description

Type: Full-Time

Reports to: Senior Manager Helpline

Office Location: 224 W. Hill St. Suite 401, Chicago IL; required in-office minimum of 3 days per week (hybrid work policy subject to change)

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 Manager contributes to NAMI Chicago’s overall mission by supporting the Senior Manager in managing the quality of care the Helpline team provides to ensure that callers receive appropriate support and linkage to services. The NAMI 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. The Helpline Manager’s primary responsibility is to engage in day-to-day management of team functions and evaluate Helpline performance to maintain a high quality of service through training, scheduling, supervision and quality assurance. The ideal candidate will have a master’s degree in psychology, counseling, social work or a related field. A CRSS or CPRS certification is welcomed. The candidate will also have experience in a supervisory role in the mental health field as well as an ability to connect with callers in crises and provide a source of encouragement and hope. 

Essential Functions & Responsibilities:

Helpline Team Management

• Provide day-to-day supervision of the NAMI Chicago Helpline team including assigning tasks to supervisors and team members as appropriate and providing in-the-moment coaching and problem solving.
• Provide direct supervision to part-time supervisors including performance management, goal setting and expectations, and coaching in management/supervisory skills.
• Develop and execute training model and schedules for any new Helpline hires or interns including both supervisory and specialist roles. Manage ongoing training needs of individuals or the team. Evaluate training effectiveness and fidelity to Helpline programming and NAMI Chicago’s mission and values. 
• Manage Helpline schedule, including the use of a workforce development platform to assess and respond to trends, staffing fluctuations, staff wellness needs and adequate coverage. 
• Conduct audits of Helpline 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 the Helpline’s continual growth and improvement in quality of services provided.

Community Engagement

• Support the Senior Manager and Director of Crisis & Support Operations to partner with providers across Chicago to reduce barriers and advocate for the needs of those we encounter to ensure appropriate connection to needed services. 
• Partner with other NAMI Chicago departments to engage with providers across Chicago, including Chicago Police Department districts or Living Rooms, to support relationship development and ensure that our database has the most up-to-date information.
• Attend community events to promote NAMI Chicago and the Helpline as needed.
• Perform other duties as assigned. 

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 needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to staff. 
• Excellent verbal and written communication skills, with the ability to effectively communicate with the team, callers and community stakeholders. 
• Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requir