Helpline Specialist - Part Time

Part-time role (20 hours per week) with shifts Monday–Friday, 4 pm–8 pm. Work from home up to 5 days per week within the Chicago area; must maintain a private, confidential home workspace and attend in-person trainings and meetings in Chicago as requested. Hybrid schedule is subject to change with notice. Employees are required to work a portion of major holidays and any holidays that coincide with their regular schedule. Training and onboarding schedule may differ from regular hours.

About the role

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection, and expertise with people on their mental health journey. The Helpline Specialist supports NAMI Chicago’s mission by providing direct support to help seekers. The Helpline offers information, resource referrals, and emotional support to people living with mental health conditions, their family members and caregivers, mental health providers, and the public.

Responsibilities

• Provide live telephonic, text, and chat support to individuals living with mental health conditions, their caregivers, and those who support them.
• Utilize empathy and active listening skills to understand help seekers’ emotions, concerns, and needs.
• Assess help seekers’ situations and assist in goal setting, problem-solving, and building communication skills.
• Coach people through navigating service access, specifically mental health and social service resources in Chicago and Cook County.
• Empower individuals to explore their own strengths and coping mechanisms, fostering self-agency and resilience.
• Crisis De-escalation and Safety Planning:
  • Use de-escalation techniques to support help seekers in regaining control and stability during crises.
  • Collaborate with help seekers to develop safety plans by identifying coping strategies and supportive resources.
• Schedule and/or participate in follow-up conversations to provide ongoing support, safety planning, and resource navigation.
• Documentation and Confidentiality:
  • Maintain accurate and confidential records of all interactions using NAMI Chicago’s client record management system, adhering to privacy regulations and organizational policies.
  • Respect each caller’s privacy rights under HIPAA and other applicable laws.
• Technology & Organization:
  • Use multiple technology systems (telephonic, documentation, communication) and multitask during conversations with help seekers (e.g., remain engaged while assessing needs, identifying a plan, documenting information, and communicating with supervisors as needed).
• Adhere to established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.
• Participate in ongoing training and professional development to enhance skills and stay updated on best practices for crisis support.
• Communication and Teamwork:
  • Communicate effectively and frequently with supervisors and Helpline staff throughout shifts; promptly alert supervisors of concerns and seek guidance/support when needed.
  • Participate in daily Teams chats, supervision meetings, team and organizational meetings, support co-workers, and attend scheduled trainings.
• Wellness:
  • Actively engage in personal wellness and communicate support needs as appropriate.
  • Participate in wellness plan utilizing organization and team wellness activities.
• Perform other duties as assigned by the Helpline Leadership Team.

Requirements

• 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, PowerPoint, Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.

Skills

• Experience serving anyone in the greater Cook County area who contacts the Helpline, with a focus on underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness.
• Ability to make real-time rapid assessments of help seekers, dexterity in judgment and navigation of situations, recognition of appropriate utilization of leadership support, and self-regulation of response.
• Excellent verbal and written communication skills, with the ability to effectively communicate with those in crisis, their families, caregivers, and community stakeholders.
• Sensitivity and empathy regarding human service issues; non-judgmental attitude toward those requiring assistance.
• Ability to maintain confidentiality of sensitive information and demonstrate professionalism, reliability, and responsibility.
• Familiarity with community resources and how to work with law enforcement and other community organizations (e.g., hospitals, outpatient clinics).
• Utilizes a growth mindset in conversations with help seekers, supervision meetings, trainings, and connections with the Helpline team.

Qualifications

• Previous experience at a social service warmline or hotline.
• Experience with text and chat functionality.
• Bilingual in Spanish and English.
• Certification in crisis interaction or suicide prevention.
• Current ASIST or SafeTALK certification.

Pay

$21–$22 per hour.