Helpline Supervisor

Description

Type: Full-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 - Friday: 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. 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:

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

· Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise on the Helpline including crisis contacts, in accordance with policies and procedures.

· Engage in quality assurance activities such as live and recorded call/text monitoring, reviewing documentation and providing feedback to Helpline specialists.

· Participates in training new staff and interns as directed by the Helpline Management.

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

· Provides biweekly supervision to assigned Helpline Specialists to promote the Helpline’s continual growth and improvement.

· Engage in clinical consultation with team members to provide quality intervention for Helpline contacts.

· Ensure that the information provided to contacts is aligned with primary needs and resources available.

· Contact other Helpline Supervisors, Helpline Management or other on-call administrators for additional support, as necessary.

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

· Utilize several software applications (Five9, Calabrio, Microsoft Office Suite and iCarol) to supervise Helpline activities.

· Partner with coordinating systems and providers across Chicago, including Chicago Police Department districts, to link callers to needed services. 

· Serves as a back-up Helpline Specialist as needed due to contact volume or staffing needs.

· 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 3-4 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. 
• 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. 

Annual Salary Range: $57,000 - $60,000 

Salary : $57,000 - $60,000