Helpline Supervisor - Full Time

Description

Type: Full-Time

Reports to: Helpline Manager

Office Location: 1801 W. Warner, Suite 202, Chicago IL; required in-office minimum of 3 days per week (hybrid work policy subject to change)

Background:

The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care. 

Who We Are Looking For:   

The Helpline Supervisor supports NAMI Chicago’s mission by directly supervising Helpline Specialists. The NAMI Helpline provides information, resource referrals and support to people living with a mental health condition, their family members and caregivers, mental health providers and the public. The Helpline Supervisor provides oversight and live coaching to the Helpline Specialists. In addition, the Helpline Supervisor provides support, assistance and resources to callers. This work centers on listening, supporting each caller’s needs and advocating on their behalf as necessary. The ideal candidate has a Master’s degree in a social service field and is comfortable providing temporary social and emotional support and teaching coping and community adjustment skills.

Essential Functions & Responsibilities:

Helpline Team Supervision

· Supervise and support, provide oversight, guidance, and immediate direction to a team of Helpline Specialists that, in-turn, provide support, information and referrals to callers on the Helpline. 

· Assist in live coaching in the moment, problem-solving and navigating issues as they arise on the Helpline, as well as reviewing notes during a given shift and providing feedback on such notes.

· Assist in problem-solving and navigating issues as they arise on the Helpline.

· Assess needs for retraining and referral to training, where appropriate and necessary 

· Actively participate in quality improvement activities and supervision to promote the Helpline’s continual growth and improvement.

Helpline Support

· Answer, provide support, information, and appropriate assistance or intervention for referrals to callers, as well as for crisis/suicide calls on the Helpline in accordance with policies and procedures. Ensure that the information provided is aligned with primary needs and resources available. 

· Identify previous callers and provide appropriate action items based on their past calls and profile and complete follow-up calls in accordance with policies and procedures.

· Share their recovery story as relevant to the caller to assist them in their own recovery, as applicable and appropriate.

· Assist the caller with navigating and becoming comfortable accessing and participating in natural community supports.

· Contact Coordinators, Director or other on-call supervisors for additional support, as necessary.

· Approve emergency support services to Helpline callers, including provision of basic assistance measures (food, transportation and accommodations). 

· Maintain intake notes, agency resource records, and documentation using iCarol, NAMI Chicago’s database system. Partner with coordinating systems and providers across Chicago, including Chicago Police Department districts, to support relationship development and ensure that our database has the most up-to-date information.

Perform other duties as assigned  

Requirements

 Qualifications & Requirements:

• Education: Minimum Bachelor’s degree in social service field or equivalent experience, Master’s Degree preferred OR Possess a Certified Recovery Support Specialist (CRSS) or Certified Peer Recovery Specialist (CPRS) credential OR will obtain one of these credentials within 18 months of employment at NAMI Chicago.
• Bilingual in Spanish and English - preferred
• Computer Skills: Proficiency Microsoft Access, Excel and Word. Proficiency in Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by NAMI Chicago.

Available Benefits:

• Compensation range begins at $55,000/year
• Medical, Dental and Vision benefits
• Company Sponsored Life and AD&D Insurance
• Unmatched 401k Program
• Company sponsored wellness activities

NAMI Chicago is an inclusive employer, we welcome and encourage BIPOC, LGBTQ , Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.

Covid-19 Note: In the spirit of caring for one another and our community, please note that upon accepting an offer of employment from NAMI Chicago, you will be required to share proof of a COVID-19 vaccination and booster upon eligibility. You may apply for a Medical or Religious Exemption in compliance with applicable laws and regulations.