Helpline Specialist - Part Time

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 superviso