Helpline Specialist Talent Pool

Helpline Specialist [Talent Pool]

Reports to:

Helpline Supervisor

Office

Location:

For certain shifts that may require remote work, you must be based in Chicago and available to come to the Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested for in‑person trainings and meetings.

Shift: Full‑time and Part‑time schedules available.

This is an evergreen job posting. We regularly hire for this role and maintain a strong pipeline of talent to support growing needs. By applying, you are joining our talent pool for future opportunities aligned with your experience and interest.

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.

The Helpline Specialist supports NAMI Chicago’s mission by providing direct support to individuals and families seeking support from the NAMI Chicago Helpline. The Helpline provides information, resource referrals, and emotional support to people living with a mental health condition, their family members, caregivers, mental health providers, and the public. Through empathic, active listening, Helpline Specialists gain understanding of concerns that led to caller engagement and explore subsequent needs.

They often support individuals and families with sensitive human service issues while projecting a non‑judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate the healthcare system.

The ideal candidate has a Bachelor’s degree in a social services field, strong customer service skills, strong verbal and written communication skills, and prior experience with the mental health system of care including crisis response.

• Provide telephonic, text, and chat support, education, information, assessment of need, and referrals to individuals and families specific to mental and emotional health needs.
• Engage in de‑escalation, safety planning, risk assessment, and emotional support for those needing crisis intervention.
• Maintain contact notes, agency resource records, and other documentation using NAMI Chicago’s database system.
• Engage in follow‑up contacts as needed to provide ongoing support, safety planning, and resource navigation.
• Assist contacts in problem‑solving, goal setting, and communication skills building.
• Coach people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.
• Ability to multitask during a call—remaining engaged in conversation, documenting information, assessing needs, and identifying responses to the contact’s needs.
• Exemplify NAMI Chicago’s team approach by participating in case review, supporting coworkers, and attending scheduled trainings.
• Perform other duties as assigned by the Helpline Leadership Team.

• Experience with and ability to demonstrate service to anyone in the greater Cook County area who contacts the Helpline.
• Ability to make real‑time rapid assessments of callers, dexterity in judgement and navigation of a call, recognition of appropriate utilization of leadership support, and self‑regulation of response to callers.
• Excellent verbal and written communication skills, with the ability to effectively communicate with those in crisis, their families, and community stakeholders.
• Exhibits sensitivity and empathy regarding human service issues and projects a non‑judgmental attitude toward those requiring assistance.
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.
• Familiar with community resources and how to work with law enforcement and other community organizations (hospitals, outpatient clinics, etc.).
• Growth mindset.

• Education:
  
  Bachelor’s Degree in a social services field or equivalent, or 1–3 years of relevant experience providing crisis support, case management or similar…