NAMI HelpLine Information & Referral Specialists (Remote) - INTERNSHIPS

National Alliance on Mental Illness • , VA

55d • Remote

About The Position

NAMI HelpLine Information & Referral Specialist interns provide remote support to people seeking help for themselves or someone else navigating a mental health challenge. Using lived experience, interns offer hope, emotional support, thoughtful suggestions, and mental health resources to help callers and texters identify next steps. Some interns may participate in specialty services for young adults, family caregivers, or Spanish-speaking help seekers if they meet the relevant criteria.

This is an unpaid internship requiring current enrollment in an academic program and an academic advisor. Interns commit to at least two four-hour shifts each week for at least four months, totaling eight hours weekly. The HelpLine operates Monday through Friday from 10 a.m. to 10 p.m. ET, excluding federal holidays. Interns must provide at least three consistently available days and times across the listed shifts and attend a weekly 10–15-minute shift-change meeting on Zoom.

Training consists of 21 hours of independent online coursework and a one-hour technology setup and role-play session with a HelpLine staff member on Zoom. Online training must begin within two weeks of enrollment and be completed within three weeks of starting. The four-month service commitment begins with the first scheduled shift after training. Staff monitor the HelpLine and provide real-time support; each intern is also paired with a HelpLine Coach. Monthly wellness and continuing education events are offered.

Interns work remotely from home using their own computer and NAMI's online communications platform, with staff support through Slack. A private workspace, compatible computer and operating system, reliable high-speed internet, current Google Chrome, and a working headset or headphones are required.

Requirements

• Be at least 20 years old.
• Be currently enrolled in an academic program.
• Have lived personal experience as a person living well in recovery for at least one year or as a caregiver for a loved one with a mental health condition, or be currently enrolled in a related undergraduate or graduate program.
• Be able to respond sensitively, effectively, and in a culturally considerate manner to Help Seekers experiencing emotional distress, active psychosis, and other symptoms of a mental health condition.
• Be able to use cloud-based technologies, including telecommunications, applications, storage, networks, and other tools or resources.
• Be comfortable working independently and as part of a team.
• Be located in the United States for the duration of the commitment.
• Pass a background check.
• Commit to at least two four-hour shifts each week for at least four months, and attend a weekly shift-change meeting.
• Complete 21 hours of online training and a one-hour technology setup and role-play session; begin training within two weeks of enrollment and complete it within three weeks of starting.
• Have a desktop or laptop with at least 2GHz processing speed and 2GB RAM.
• Use Windows 10 or 11, MacOS, or 64-bit Linux Ubuntu/Mint.
• Have reliable high-speed internet with more than 200 kb/s bandwidth and no more than 1–3% packet loss.
• Have an up-to-date version of Google Chrome, a working headset or headphones, and a private workspace.
• Have excellent verbal and written communication skills, including strong active listening skills.
• Demonstrate a courteous, empathic, and professional manner.
• Have basic knowledge of mental health conditions, treatments, recovery, and mental health care systems, with an interest in learning more.
• Have excellent problem-solving skills and the ability to help resolve Help Seeker inquiries.
• Show strong attention to detail and accuracy when managing competing priorities or urgent tasks.
• Maintain focus and make sound decisions in stressful, ambiguous, or high-pressure situations.
• Self-regulate, remain composed during challenges or conflicts, and demonstrate resilience when working under crisis situations.
• Meet the academic program's internship paperwork requirements: the program must not require a legal internship agreement, have an established partnership with NAMI HelpLine, or accept NAMI HelpLine's universal internship agreement as-is.

Responsibilities

• Interact with Help Seekers using phone and SMS text communications.
• Provide person-centered, culturally considerate support and information to Help Seekers.
• Use resource referral tools to provide relevant information and referrals.
• Follow NAMI HelpLine service program policies and procedures.
• Accurately and efficiently document Help Seeker interactions.
• Attend one virtual HelpLine Specialist shift-change meeting each week.

Benefits

• In-depth training and ongoing coaching from HelpLine staff.
• Development of reflective listening, empathy, creative problem-solving, critical-thinking, flexibility, and patience skills.
• Knowledge of mental health conditions, treatment and recovery strategies, barriers to care, and available mental health resources.
• The opportunity to support people with mental health conditions and their family members during difficult times.
• Real-time staff support while responding to complex or challenging connections.
• Individual pairing with a HelpLine Coach who provides support and feedback.
• Monthly wellness and continuing education events.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed