Description

Type: Part-Time 

Reports to: Helpline Supervisor

Shift: Open Shift: Monday, Tuesday and Thursdays 9am - 5pm 

Office Location: 1801 W. Warner, Suite 202, Chicago IL; in-office and hybrid working options available - 1 day in office (hybrid work policy subject to change)

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 NAMI Helpline provides information, resource referrals and support to people living with a mental health condition, their family members and caregivers, mental health providers and the public. The Helpline Specialist supports NAMI Chicago’s mission and is a strong problem solver with the ability to think on their feet, is empathetic and approachable and has an understanding and experience with the mental health system and crisis intervention.

Essential Functions & Responsibilities: 

• Demonstrate sensitivity and empathy regarding human service issues. Project a non-judgmental attitude towards those requiring assistance
• Answer and provide appropriate assistance for information/referral calls following policies and procedures
• Answer and provide appropriate intervention for crisis/suicide calls following policies and procedures
• Identify previous callers and provide appropriate action items based on their past calls and profile
• Complete follow-up calls in accordance with policies and procedures
• Assist in problem-solving and navigating issues as they arise on the Helpline
• Enter updated information on resources into the database, as needed.
• Contact Clinical Coordinator or other on-call supervisors as necessary
• Other duties as assigned 

Requirements

Essential Functions & Responsibilities:

• Answer and provide appropriate assistance for information and referral calls following by policies and procedures. 
• Answer and provide appropriate intervention for crisis and suicide calls by following policies and procedures. 
• Identify previous callers and provide appropriate action items based on their past calls and profile.
• Complete follow-up calls in accordance with policies and procedures. 
• Assist in problem-solving and navigating issues as they arise on the Helpline. 
• Assisting the caller with navigating and becoming comfortable accessing and participating in natural community supports.
• Enter updated information on resources into the iCarol database, as needed.
• Contact on-call supervisors as necessary.
• Share their recovery story as relevant to the caller to assist them in their own recovery, only as applicable and appropriate.
• Perform other duties as assigned.

Qualifications & Requirements:

• Education: A Bachelor’s degree in social service field or equivalent experience. 
• Possess a Certified Recovery Support Specialist (CRSS) or Certified Peer Recovery Specialist (CPRS) credential OR will obtain one of these credentials within 18 months of employment at NAMI Chicago.
• Computer Skills: Proficiency Microsoft Excel and Word. Proficiency in Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by NAMI Chicago

Available Benefits: 

• Compensation begins at $21.00 per hour
• Company sponsored wellness activities

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.