Helpline Supervisor - Part Time

Description

Type: Part-Time 

Reports to: Senior Manager, Helpline 

Office Location:  224 W Hill St Suite 410, Chicago, IL; required in-office minimum of 3 days per week (hybrid work policy subject to change)  

Shift:  Monday and Wednesday 12PM - 8PM every week and every other Saturday and Sunday 9AM - 5PM

Training Commitment: Minimum of 20 hours per week for training purposes. Training is available Monday-Friday, 9 AM - 8 PM, and Saturday-Sunday, 9 AM - 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 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. 
• 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 Helpline calls, providing support, information, and appropriate assistance or intervention for referrals to callers in accordance with policies and procedures, ensure that the information provided is aligned with primary needs and resources available, including for crisis/suicide calls.  
• 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. 
• Assist callers with navigating and becoming comfortable accessing and participating in natural community supports. 
• Contact other Helpline Supervisors, Helpline Management or other on-call administrators 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 link callers to needed services.   
• Perform other duties as assigned.  

Requirements

Qualifications & Requirements: 

• Education: Master’s Degree preferred, minimum Bachelor’s degree in a social service field or equivalent experience of at least 2-4 years.  
• Bilingual in Spanish and English - preferred. 
• Computer Skills: Proficiency Microsoft Excel, Outlook, Teams, and Word. Proficiency in Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.

Available Benefits: 

• Company sponsored wellness activities.

  Base Rate: $28/hour  

Salary : $28