Helpline Supervisor Part Time

Type: Part-Time

Shift available:

• Fridays: 5pm-8pm or 12pm-8pm
• Saturdays: 9am-5pm
• Sundays: 9am-5pm
• With the option to pick up (no more than 2 days per week) Monday Wednesday Thursday: 5pm-8pm

Reports to: Helpline Manager

Office Location: 224 W. Hill St. Suite 410 Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice.

Schedule: The hybrid work policy is subject to changes with notice. Helpline employees are required to work a portion of major holidays and any additional holidays that coincide with their regular schedule. The training and onboarding schedule may differ from the regular work schedule.

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 Chicagos mental health system with an intentional emphasis on serving underrepresented populations and breaking down barriers to care.

General Job Description:

The Helpline supervisor supports NAMI Chicagos mission by directly supervising Helpline shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline provides information resource referrals and support to people living with mental health conditions their family members and caregivers mental health providers and the public. The Helpline supervisor provides oversight and live coaching to the Helpline addition the Helpline supervisor provides support assistance and resources to individuals contacting the Helpline through phone call text message chat and email. This work centers on listening supporting everyones needs and advocating on their behalf as necessary. This role requires strong communication skills emotional intelligence and the ability to remain composed under pressure while multitasking across various platforms and tasks.

Essential Functions & Responsibilities:

• Helpline Shift 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 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. Maintain consistent and effective communication throughout the shift with other supervisors specialists and management. Respond promptly to requests for guidance and support.
• Supervision & Leadership: Provide regular clinical and administrative supervision to Helpline specialists to promote the Helplines continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative trauma-informed team culture aligned with NAMI Chicagos values and the vision for the Helpline. Actively participate in meetings trainings and coaching sessions to support team cohesion and service excellence.
• Quality Improvement: Quality assurance includes documentation review and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Helpline specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.
• Training & Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Helpline management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by Helpline management.
• Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organizations wellness policies.
• Helpline Specialist: Serves as a back-up Helpline specialist as needed due to contact volume or staffing needs.
• Other Duties: Perform other duties as assigned

Education and Experience

• Bachelors degree in a social service field or equivalent experience of at least 3-4 years
• At least 1 year of experience providing training lead work and/or people management.
• At least 2-3 years of relevant experience providing social service support through telephonic outreach crisis and/or case management
• At least 2 years of experience working with vulnerable populations
• Computer Skills: proficiency with Microsoft Outlook Teams Word Excel and PowerPoint proficiency with Adobe Acrobat Google Chrome Windows operating systems and other software routinely used by NAMI Chicago.

Essential Knowledge Skills and Abilities:

• Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts the Helpline. The NAMI Chicago Helpline is a no-barriers access point 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 individuals contacting the Helpline and Helpline specialists needs dexterity in judgement and navigation of a situation recognition of appropriate utilization of leadership support and self-regulation of response to situations.
• Excellent verbal and written communication skills with the ability to effectively communicate with team members those in crisis their families caregivers 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.).
• Utilizes a growth mindset in supervisory tasks and connections with the Helpline team.

Welcome Qualifications:

• Previous experience at a social service warmline or hotline
• Masters degree in a social service field
• Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code.
• Bilingual in Spanish and English
• Certification in crisis interaction or suicide prevention
• Current ASIST or SafeTALK certification

Available Benefits:

• Company sponsored wellness activities.
• 401k Retirement plan.
• Paid leave and Wellness leave

Base Rate: $28 per 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.