988/Helpline Outbound Specialist

Description

Type: Full-Time 

Reports to: Helpline Manager

Office Location: 224 W. Hill St., Suite 410 Chicago IL; hybrid at least 3 days on site, 2 remote (hybrid work policy subject to change)   

Schedule offered: Monday - Friday 9 am to 5 pm

Background:

 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.  

Who We Are Looking For:   

The 988/Helpline Outbound Specialist supports NAMI Chicago’s mission by providing support to individuals and families who have contacted the NAMI Chicago Helpline and 988 call center through follow-up calls and supportive, scheduled outreach to identified contacts. The NAMI Chicago 988 call center provides anyone immediate crisis response, while the Helpline provides information, resource referrals and emotional support to people living with a mental health condition, their family members and caregivers, mental health providers and the public. Through empathic, active listening, this specialist gains an understanding of concerns that led to caller engagement with 988 or the Helpline and explores subsequent needs. The 988/Helpline Outbound Specialist often supports individuals and families with ongoing support, linkage connection and safety planning, while projecting a non-judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate the healthcare system. The ideal candidate has a Bachelor’s degree in a social services field, strong customer service skills, strong verbal and written communication skills and prior experience with the mental health system of care including crisis response.

Essential Functions & Responsibilities:

• Provides outbound telephonic, text and chat support, education, information, assessment of need and referrals to individuals and families specific to mental and emotional health needs.
• Engages in de-escalation, safety planning, risk assessment, and emotional support for those needing crisis intervention.  
• Maintains contact notes, agency resource records, and other documentation using NAMI Chicago’s database system.
• Assists contacts in problem-solving, goal setting and communication skills building.
• Coaches people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.
• Provides limited case management support as callers link to resources in the community, or engages in regular connection with callers seeking accountability, who are building social networks, or are needing support between community resource appointments.
• Ability to multitask during a call e.g., remaining engaged in conversation, documenting information, assessing needs, and identifying responses to the contacts needs. 
• Exemplify NAMI Chicago’s team approach by participating in case review, supporting coworkers, and attending scheduled trainings. 
• Acts as a back-up 988 Crisis Counselor or Helpline Specialist as needed.
• Perform other duties as assigned by the Helpline or 988 Leadership Team.

Essential Knowledge, Skills and Abilities: 

• Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts 988 or the Helpline. The NAMI Chicago 988 call center and Helpline are no-barriers access points to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our 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 caller, dexterity in judgement and navigation of a call, recognition of appropriate utilization of leadership support and self-regulation of response to callers. 
• Excellent verbal and written communication skills, with the ability to effectively communicate with those in crisis or the aftermath of crisis, their families and community stakeholders. 
• Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance. 
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.
• Familiar with community resources and how to work with law enforcement and other community organizations (i.e., Hospitals, outpatient clinics, etc.). 
• Growth mindset

Requirements

Qualifications & Requirements:

• Education: 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.).
• Proficiency in Microsoft Windows, Microsoft Office, and database management.
• Experience in telephonic and/or chat/text outreach, crisis, and case management.
• Ability to multi-task and excellent organizational skills. This includes attention to detail, problem-solving, and time management.
• Bilingual in Spanish and English  (preferred).
• Experience with text and chat functionality welcomed.
• Experience with youth and young adults and mental health preferred.

Available Benefits:  

• Company sponsored wellness activities. 
• Medical, Dental and Vision benefits.  
• Company sponsored Life and AD&D Insurance and Long-Term Disability. 
• 401k Retirement plan. 
• Critical Illness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage. 
• Generous PTO. 

 Base Rate: $24/hour  

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.

Salary : $24