Coordinator, NSONA Success (part-time)

National Alliance on Mental Illness•, VA

7d•Hybrid

About The Position

The National Alliance on Mental Illness (NAMI) is seeking a Coordinator, NSONA Success to provide initial support and coordination in response to inquiries and requests from NAMI field leaders and external individuals and organizations. This role serves as the first point of contact for questions or issues related to NAMI programs, services, and systems. The position involves performing tasks and processes according to guidelines, and when guidelines do not exist, working with team members to develop them. This is a part-time position (30 hours per week) that can be remote or hybrid at NAMI Headquarters in Arlington, VA.

Requirements

1 - 2 years' experience with similar responsibilities
Strong customer service experience (remote work experience preferred)
Ability to understand and clearly explain highly technical concepts and instructions to others with varying levels of technical knowledge.
Excellent written and verbal communication skills
Effective collaborator. Strong organizational, interpersonal, and motivational skills
Highly detail oriented and takes initiative where appropriate
Ability to multi-task and work independently
High level of reasoning and analytical skills. Ability to troubleshoot technical problems using documented processes. When processes do not exist, use creative problem solving, past examples to resolve.
Strong time management skills and work ethic
Experience with Salesforce (preferred)
Strong interest in mental health advocacy and community support, with a demonstrated alignment to NAMI's mission, values, and impact.
Must pass background check

Nice To Haves

remote work experience

Responsibilities

Respond to and resolve assigned support requests (via email, phone, or Zoom) according to standard operating procedures.
Create or update records in Salesforce, learning management systems, content management systems, and other NAMI systems to support the resolution of requests.
Collaborate with other NAMI teams to route, escalate, and track support requests to ensure timeline, accurate resolution and appropriate documentation.
Thoroughly explore options for technical troubleshooting before escalating to other teams.
Test NAMI systems to ensure ease of use and meeting of design requirements.
Generate reports and provide administrative and operational support as needed to support team performance, workflow management, and reporting.
Identify, recommend, and help implement improvements to standard operating procedures, workflow, and documentation.
Proactively identify recurring user barriers using documented findings and propose concrete solutions for resolution or escalation.
Communicate status, risks, and support needs to maintain operational visibility.
Identify patterns and systemic issues that may arise.
Assist with various projects at the discretion of Manager, NSONA Success and/or National Director, Operations, when support request volume permits.
Performs other duties as assigned.

Benefits

Generous and comprehensive 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) which provides support for personal and family problems common in contemporary life