NAMI HelpLine Information & Referral Specialists (Remote) - INTERNSHIPS

National Alliance on Mental Illness

48d • Remote

About The Position

NAMI HelpLine is a free, nationwide peer-support service providing mental health information, resource referrals, empathy, and hope to over 75,000 people a year across the U.S. who are affected by mental health conditions and are in need of help. HelpLine Information and Resource Referral Specialists provide a vital service to the NAMI community by responding with empathy to inquiries by phone call and text, and by providing valuable information about mental health conditions, treatment options, NAMI education and support programs, and other mental health resources.
NAMI HelpLine offers a Teen & Young Adult HelpLine specialty service, which provides this population an opportunity to connect with other young people to receive support on issues that affect them and others in their age group. All Teen & Young Adult HelpLine Specialists receive specialized training; those who are between 20-30 years old are encouraged to participate.
NAMI HelpLine also offers a Spanish-language HelpLine specialty service, which provides Spanish-speaking help seekers an opportunity to receive support in Spanish on issues that affect them. All Spanish-language HelpLine Specialists receive specialized training, and those who are able to communicate fluently both verbally and in writing in Spanish are encouraged to participate.
NAMI HelpLine also offers a Family Caregiver HelpLine specialty service, which provides those who care for loved ones living with serious mental illness an opportunity to connect with other caregivers to receive support on issues that affect them. All Family Caregiver HelpLine Specialists receive specialized training, and those who have experience caregiving for loved ones living with serious mental illness are encouraged to participate.
The NAMI HelpLine recognizes the value of lived experience as it expands one's capacity for empathy, motivates a sincere desire to help others, and at times provides valuable perspective. Interested candidates who have been living well in recovery for at least one year, or caring for a loved one living with a mental health condition, are welcome to apply.
The NAMI HelpLine is a free, nationwide peer-support service providing mental health information, resource referrals, empathy, and hope. HelpLine Specialists respond to each help-seeker's needs, from answering basic questions to helping navigate serious, complex issues.
To prepare you to become a HelpLine Specialist, we offer free online training, onboarding, and coaching. This time and effort NAMI puts into preparing HelpLine Specialists is an investment in you and those who trust NAMI during difficult times with deeply personal issues.

Requirements

• Must be at least 20 years of age
• Must be currently enrolled in an academic program
• Lived personal experience, either as a person living well in recovery for at least one year or caregiving for a loved one with a mental health condition, or current enrollment in a related undergraduate or graduate program of studies
• Ability 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
• Ability to effectively use cloud-based technologies including telecommunications, applications, storage, networks and other tools/resources
• Applicants should be comfortable working independently and as part of a team in a collegial work environment
• Must be located in the United States
• Excellent verbal and written communication skills, including strong active listening skills
• Courteous, empathic and professional manner
• Basic knowledge of mental health conditions, treatments, recovery, and mental health care systems with an interest in learning more
• Excellent problem-solving skills and an ability to facilitate resolution of help seeker inquiries
• Strong attention to detail and accuracy, even when managing competing priorities or urgent tasks
• Ability to maintain focus at all times and make sound decisions in stressful, ambiguous, or high-pressure situations
• Ability to self-regulate and maintain composure during challenges or conflicts; demonstrated resilience when working under crisis situations
• Minimum of two, 4-hour shifts per week for a minimum of four (4) months.
• All HelpLine Specialist shifts are during regular HelpLine hours: 10am - 10pm Monday - Friday, Eastern Standard Time:
• Shift #1: 10am - 2pm
• Shift #2: 2 - 6pm
• Shift #3: 6 - 10pm
• HelpLine Specialists are required to have access to a private work space, a computer with the most recent operating system (MacOS, Windows, or Linux) and robust, reliable high-speed internet service.
• Start HelpLine virtual training within 2 weeks of enrollment
• Complete HelpLine training within 3 weeks of enrollment
• Serve during the days/shifts noted on your application
• Fulfill a four-month service commitment

Nice To Haves

• Spanish language proficiency highly desired
• We are especially interested in candidates who are available 10am-6pm Eastern Time; if this is you, please note that in your application.

Responsibilities

• Utilize phone and SMS text communications channels to interact with help seekers
• Respond to HelpLine calls and SMS texts by providing person-centered, culturally considerate support and information
• Utilize resource referral tools to provide information and relevant referrals to help seekers
• Adhere to all NAMI HelpLine service program policies and procedures
• Accurately and efficiently document help seeker interactions
• Attend one virtual HelpLine Specialist shift-change meeting per week

What This Job Offers

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