Job Description

Job Description

Job Description

Please note: This is a listing for an unpaid internship position, and you must be currently enrolled in an academic program with an academic advisor to be eligible. If you are not a student, please apply using our volunteer application.

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

The NAMI HelpLine is contacted over 75,000 times a year by people 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, web chat, and text, and by providing valuable information about mental health conditions and treatment options, NAMI education and support programs, and other mental health resources.

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 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. However, HelpLine service often involves triggering conversations and topics. A Specialist's mental health must be solid with well-established treatment and/or self-help strategies and necessary support. If at any time in the interview, onboarding or during service a Specialist or staff member becomes aware that providing HelpLine services could or is having a negative impact on a Specialist or that help seekers are not being well served the Specialist will be asked to step-away from service.

Serving Remotely

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

Onboarding

Working with help seekers on the NAMI HelpLine is extremely rewarding, and yet at times, challenging. This requires a commitment to complete about 20 hours of training within a three-week onboarding period, plus participating in a one-hour technology and roleplay training, designed to prepare you to confidently and positively address the diverse needs presented by help seekers. Throughout your onboarding experience, you will complete rewarding online instructional content, interactive exercises, knowledge checks, and a final test prior to joining as a member of the NAMI HelpLine Specialist Team. We also have a Teen & Young Adult HelpLine service, which offers 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 HelpLine Specialists receive specialized training, and those who are between 20-30 years old are encouraged to participate.

Minimum Time Commitment Requirements

Please note the following time commitment requirements:

• A minimum of two, 4-hour shifts per week for a minimum duration of four (4) months.
• All HelpLine Specialist shifts are during regular HelpLine hours: 10am - 10pm, Eastern Standard Time.

Shift #1: 10am - 2pm

Shift #2: 2 - 6pm

Shift #3: 6 - 10pm

Ongoing Support

The NAMI HelpLine team strives to create a supportive virtual community for our Specialists! Ongoing support is provided throughout each shift via cloud-based technology and a direct messaging social media platform, Slack. Additionally, our staff participate in two available shift change Zoom meetings, Monday through Friday, to share experiences and information and to answer questions. Specialists are required to attend at least one shift change Zoom meeting per week with their camera on. Furthermore, our staff routinely observe and provide coaching support throughout each HelpLine Specialist's time on the HelpLine.

Professional Qualifications:

• Excellent communication skills (oral and written), particularly in active listening and an ability to convey a respectful, empathetic tone, over phone, web chat, and text communication.
• Analytical ability with problem-solving skills and resourcefulness for assessing a help seeker's needs and finding correct resources in a timely manner.
• Basic knowledge of mental health conditions, treatments, recovery, and mental health care systems with an interest in learning more.
• Ability to conduct basic internet research quickly while simultaneously managing a phone conversation or SMS/Chat session.
• Verbal bilingual English/Spanish ability strongly welcomed.

Personal Qualities:

• A student or professional of mental health, and/or someone with lived, personal experience - either as a person living well in recovery for at least one year, or as someone caring for a loved one living with a mental health condition.
• Demonstrated reliability, professionalism, and punctuality.
• Respect and compassion for people affected by mental health conditions with desire to help.
• Ability to manage emotionally stressful situations with positive spirit and open-mindedness.
• Passion to learn about mental health conditions, resources, and behavioral health system.
• Willingness to take initiative to seek help when needed, and ability to accept and implement constructive feedback.
• Maturity and patience to communicate effectively with people from diverse backgrounds and experiences, while demonstrating empathy, to facilitate respectful dialogue with help seekers experiencing emotional distress or active psychosis.

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 during difficult times with deeply personal issues.

It costs the NAMI HelpLine nearly $500.00 to recruit, train, and coach each HelpLine Specialist. It's a serious investment, and we're looking for passionate people with a desire to help others and the ability to commit to:

1. Starting the training within 2 weeks;
2. Completing the training within 3 weeks;
3. Serving during the days/shifts indicated on your application; and
4. Fulfilling a four-month service commitment.

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