Coordinator, NAMI HelpLine Operations (12pm-8pm)

National Alliance on Mental Illness•, VA

5d•$24 - $26•Remote

About The Position

The National Alliance on Mental Illness (NAMI) is seeking a Coordinator, NAMI HelpLine Operations to join their team. This role reports to the HelpLine Operations Manager and supports daily HelpLine operations. The Coordinator will be responsible for organizing, overseeing, assessing, and providing feedback to Helpline Specialist volunteers and interns to optimize their performance. This is a full-time, fully remote position, project-dependent through December 2027, with a Monday-Friday schedule from 12 PM to 8 PM ET. The salary range is $24-$26 per hour ($46,800 - $50,700 annually).

Requirements

Proven experience as a member of a fast-paced team serving members, customers or clients; helpline, hotline or crisis line experience preferred.
Knowledge of current mental health services landscape including different treatments, resources and a basic understanding of mental illness and its effects on individuals and families
Superior listening, communication and problem-solving skills
Excellent leadership and organizational skills
Strong working knowledge of Microsoft Office Suite and ability to learn cloud-based technologies including telecommunications, applications, storage, networks and other tools/resources
Strong writing skills
Must pass background check

Nice To Haves

Spanish language proficiency highly desired
Bachelor's degree in a related field preferred
Flexibility to work some morning or evening hours, as required

Responsibilities

Provides real-time guidance and assistance to NAMI HelpLine Specialist volunteers and interns in responding to questions, problems and requests
Anticipates escalation and provides real-time assistance and direction with challenging, complex, high-risk, or imminent risk-related HelpLine connections and initiates high-risk and emergency response protocols, as needed
Conducts real-time monitoring, evaluation and coaching for NAMI HelpLine Specialist volunteers and interns to ensure fidelity to NAMI HelpLine service model and required service levels
Ensures adherence to policies for service, attendance, established procedures etc., for NAMI HelpLine volunteers and interns
Responds to and provides appropriate resources for email and US Mail requests, in accordance with NAMI HelpLine policies and procedures
Responds to and provides appropriate intervention for HelpLine calls and texts as needed, in accordance with NAMI HelpLine policies and procedures
Assists with research and annual audit of NAMI HelpLine Resource Directory materials, as needed
Keep current with mental health news within the industry
Participates in cross-team projects as needed
Perform other duties as assigned

Benefits

Health, Dental, and Vision Plans
Paid Time Off: Vacation, Personal, and Sick Leave
Paid Parental Leave
403(b) retirement plan
Flexible Spending Accounts for health care, dependent care and commuter expenses
Life Insurance and Disability coverage paid by NAMI
Flexible Work and Telework programs
Professional Development Reimbursement program
A variety of wellness offerings to support team members
Employee Referral Program
The Employee Assistance Program (EAP)