Helpline Specialist - Part Time

Helpline Specialist

The Helpline Specialist supports NAMI Chicago's mission by providing direct support to help seekers. The NAMI Chicago Helpline provides information, resource referrals and emotional support to people living with mental health conditions, their family members and caregivers, mental health providers, and the public. Helpline specialists provide emotional support by listening to help seeker's stories, using empathy and active listening skills, and seeking to understand their circumstances identifying resources that can further support their needs.

Helpline specialists often support individuals and families in understanding mental health needs through psychoeducation, social service issues and systems of care navigation. They utilize a non-judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate systems of care throughout Chicago and Cook County.

Essential Functions & Responsibilities:

• Provide live telephonic and text and chat support to individuals living with mental health conditions, their caregivers, and those that support them. Utilize empathy and active listening skills to understand help seeker's emotions, concerns, and needs. Assess help seeker's situations and assist contacts in goal setting, problem-solving, and building communication skills. Coach people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.
  
  Empower individuals to explore their own strengths and coping mechanisms, fostering a sense of self-agency and resilience.
• Utilize de-escalation techniques to support help seekers regain a sense of control and stability during times of crisis. Collaborate with help seekers to develop safety plans by identifying coping strategies and supportive resources to manage crises effectively.
• Schedule and/or participate in follow-up conversations to provide ongoing support, safety planning and resource navigation to help seekers.
• Maintain accurate and confidential records of all interactions with help seekers, adhering to privacy regulations and organizational policies. Respects each caller's privacy rights under HIPAA and other applicable laws and regulations. Systems require significant computer use and skills.
• Ability to use multiple technology systems (telephonic, documentation, communication) and multitask during a conversation with a help seeker e.g., remaining engaged in conversation while assessing their needs, identifying a plan, documenting information shared, and communicating with supervisors (as needed).
• Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.
• Participate in ongoing training and professional development opportunities to enhance skills and stay updated on best practices for crisis support.
• Communicate effectively and frequently throughout shift with supervisors and Helpline staff; promptly alert supervisor of concerns and seek guidance/support when needed. Embodies NAMI Chicago's team approach by participating in daily Teams chats, supervision meetings, team and organizational meetings, supporting co-workers, and attending scheduled trainings.
• Actively engage in your wellness and communicate support needs as appropriate. Participate in own wellness plan utilizing organization and team wellness activities.
• Perform other duties as assigned by the Helpline Leadership Team.

Requirements:

Education and Experience:

• Bachelor's degree in social services field or equivalent 1-3 years of relevant experience providing crisis support, case management or similar duties (behavioral health, substance abuse, etc.).
• At least 1 year of experience working with vulnerable populations
• Minimum of 1 year of relevant experience in telephonic and/or chat and text outreach, crisis de-escalation, and case management.
• Computer
  
  Skills:
  
  proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.

Essential

Knowledge, Skills and Abilities:

• Experience…