The Helpline Coordinator is responsible for the day-to-day management, strategic management, and long-term planning of the NAMI Chicago Information & Referral Helpline. The mission of the NAMI Chicago Information & Referral Helpline is to provide compassionate support and personalized referrals to callers seeking to understand and navigate the local system of mental health services. The Helpline contributes to NAMI Chicago’s efforts to ensure all members of our community can access comprehensive mental health services and recovery supports. The Helpline is open Monday – Thursday from 10 am to 5 pm and Friday from 9 am to 4 pm. The Helpline Coordinator is responsible for monitoring and oversight of all Helpline activities for quality assurance and alignment with the mission of NAMI Chicago. All activities described below are to be performed in alignment with the principles of the recovery model and in the service of vulnerable populations; specifically individuals and family members of those living with mental illness.
Coordinate the management of the Helpline including the management of intake data entry.
Periodically assess the needs and trends on the helpline to identify shifts that are necessary to stay current in practice and up to date with other systems.
Inform callers of NAMI Chicago’s work and promote active and broad participation by callers in all areas of the work.
Direct and manage annual referral database updates. Promote innovation in helpline policies and processes to advance effectiveness and efficiency.
Ensure resources within the database are adequately vetted by conducting activities included but not limited to: onsite visits to organizations and facilities, periodic check-ins with organizations via phone, and working with NAMI Chicago staff to identify existing relationships among organizations in the database.
Manage efforts to ensure that appropriate referrals are given to callers and follow-up calls are performed in a timely manner.
Ensure proper coverage for the helpline during open hours, considering daily and weekly schedules.
Update and provide training for helpline call-takers.
Support the Associate Director by providing information on trends and needs identified through the helpline that impact policy, advocacy, and training.
Maintain a working knowledge of significant developments and trends in the field.
Support fundraising efforts to ensure that adequate funds are available to permit the organization to carry out its work specifically on the helpline.
Represent the programs and point of view of the organization to agencies, organizations, and the general public.
Perform other duties as assigned.
Strong mental health and substance use treatment system knowledge.
Experience implementing and conducting training and presentations.
Strong oral and written communications skills.
Detail-oriented and highly organized.
Experience building and maintaining partner relationships.
Strong comfort working with individuals and families in system navigation and support.
Graduate degree in social work, public health, or related field or comparable experience.
Proficient with Microsoft Office programs, specifically Access and Excel.
Excellent interpersonal, organizational and communication skills.
The mission of the National Alliance on Mental Illness – Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness, by providing information and referrals, education, support, advocacy, and active community outreach.