HelpLine Information & Resource Referral Specialists - VOLUNTEERS

NAMI Help Line Information & Resource Referral Specialists - VOLUNTEERS

NAMI Help Line 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. Help Line 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.

The NAMI Help Line offers a Teen & Young Adult Help Line 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 Help Line Specialists receive specialized training; those who are between 20-30 years old are encouraged to participate.

The NAMI Help Line also offers a Spanish-language Help Line specialty service, which provides Spanish-speaking help seekers an opportunity to receive support in Spanish on issues that affect them. All Spanish-language Help Line Specialists receive specialized training, and those who are able to communicate fluently both verbally and in writing in Spanish are encouraged to participate.

The NAMI Help Line also offers a Family Caregiver Help Line 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 Help Line Specialists receive specialized training, and those who have experience caregiving for loved ones living with serious mental illness are encouraged to participate.

The Help Line Specialist Experience
NAMI Help Line 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 Help Line. In return, as Help Line Specialists they will develop a deep understanding of the mental health landscape, mental health conditions, treatment options, and recovery strategies.

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

Serving Remotely
All Help Line Specialists work remotely from their homes and connect with help seekers via phone call and text using NAMI's cloud-based communications platform. Help Line 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 Help Line is extremely rewarding, and yet at times, challenging. Help Line service provides 20 hours of robust, asynchronous training and a 1-hour technology and roleplay training to thoroughly prepare Help Line Specialists to confidently and positively address the diverse needs presented by help seekers.

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 Help Line Specialist shifts are during regular Help Line 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 Help Line 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 Help Line service program policies and procedures
• Accurately and efficiently document help seeker interactions
• Attend one virtual Help Line 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…