NAMI HelpLine Information & Resource Referral Specialists - VOLUNTEERS

Job Description

Job Description

Please note: this is a listing for an unpaid volunteer position.

Are you interested in making a meaningful difference in people's lives?

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 HelpLine Specialist Experience

NAMI HelpLine Specialists help individuals and families improve their lives and advance recovery by listening to their concerns and connecting them with essential resources and services. They extend empathy, understanding, respect, and emotional support to everyone contacting the NAMI HelpLine. In return, as HelpLine Specialists they will develop a deep understanding of the mental health landscape, mental health conditions, treatment options, and recovery strategies. They will also experience the appreciation and gratitude expressed by the individuals, families, and caregivers they serve.

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.

Ongoing Support

The NAMI HelpLine team strives to create a supportive virtual community for our Specialists! HelpLine staff provide regular coaching support and routinely observe and mentor HelpLine Specialists in live time. Active support is provided throughout each shift via a cloud-based collaboration hub. NAMI HelpLine also hosts two virtual meetings per day for HelpLine Specialists to ask questions and share experiences; HelpLine Specialists are required to attend at least one virtual, camera-on meeting per week.

Serving Remotely

All HelpLine Specialists work remotely from their homes and connect with help seekers via phone call and text using NAMI's cloud-based communications platform. HelpLine Specialists are required to have access to a private workspace, a computer with the most recent operating system (MacOS, Windows, or Linux) and robust, reliable high-speed internet service.

Training

Working with help seekers on the NAMI HelpLine is extremely rewarding, and yet at times, challenging. HelpLine service provides 20 hours of robust, asynchronous training and a 1-hour technology and roleplay training to thoroughly prepare HelpLine Specialists to confidently and positively address the diverse needs presented by help seekers. The training experience provides HelpLine Specialists with rewarding online instructional content, interactive exercises, knowledge checks, and a final test prior to joining as a member of the NAMI HelpLine Specialist Team.

Minimum Time Commitment Requirements

Please note the following time commitment requirements: 

• Minimum of one, 4-hour shift per week for a minimum duration of six (6) 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

Essential Duties and 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

Essential Skills/Competencies :

• 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
• Spanish language proficiency highly desired

Qualifications:

• Must be at least 20 years of age
• 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

Work Environment:

• This role may involve periods of high demand and requires the ability to stay focused and perform effectively under pressure.

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 with deeply personal issues during difficult times.

While the training and development NAMI provides is free to you, it costs NAMI nearly $1300.00 to recruit, train, and coach each HelpLine Specialist. It's a serious investment, and we need you to see your commitment through.

We are looking for passionate people with a desire to help others and the ability to commit to:

1. Start HelpLine virtual training within 2 weeks of enrollment;
2. Complete HelpLine training within 3 weeks of enrollment;
3. Serve during the days/shifts noted on your application;
4. Fulfill a six-month service commitment.