National Alliance on Mental Illness
  • 10-Jun-2022 to Until Filled (EST)
  • NAMI HelpLine
  • USA
  • Full Time

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office who work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. In particular, we work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of numerous programs we provide, and our strong public policy.

We currently have an opening for a Director, NAMI HelpLine Operations. The Director leads a high-performing team of NAMI HelpLine Operations staff and directs their efforts in the areas of operations and volunteer support and has overall responsibility for providing high-quality, peer-informed information, referral resources and support to hundreds of thousands of help seekers each year.

This position is full-time and may be remote, or on-site in Arlington, VA.

Salary range: $75,000 - $85,000

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responsible for the planning and implementation of the NAMI HelpLine service program in the areas service delivery, resource management, and setting and meeting service delivery standards.
  • Manages the NAMI HelpLine Operations Team members including performance management, recognition, development, evaluation, improvement, and support.
  • Responsible for maintaining the NAMI HelpLine's catalog of Standard of Operations documentation.
  • Responsible for the NAMI HelpLine referral resources including the identification of new, needed resources and supervising the annual audit of resourses to insure they meet the needs of help seekers and are highly accurate in the NAMI HelpLine Resource Directory, Warmline Directory and Knowledge Articles.
  • Manages the NAMI HelpLine's Quality Assurance and Coaching Program to monitor the quality of service being provided to help seekers and address deficiencies with corrective training.
  • Monitors HelpLine satisfaction and demographic survey data to make recommendations and set goals for improving service and reaching underserved populations.
  • With the Sr. Manager of Clinical Support manages the NAMI HelpLine's internship program by managing intern scheduling, supervision, and documentation.
  • Collaborate with the Workforce Development team to establish recruitment goals that provide adequate Specialist coverage during the NAMI HelpLine's three shifts.
  • Engages with NAMI Field Leaders to provide expertise on NAMI HelpLine operations and volunteer management.
  • Represents NAMI and the NAMI HelpLine as a presenter and expert on peer-support helpline services and mental health.

MINIMUM QUALIFICATIONS:

  • Bachelor's degree in a related field (psychology, social work, etc.) preferred
  • 8 - 10 years of related experience working in the mental health services field
  • Spanish skills preferred
  • Extensive lived mental health experience
  • Excellent management and organizational skills
  • Proven ability to lead and work in cross-departmental teams
  • Strong working knowledge of technology specific to call center management, remote work and telecommunication channels including phone, web chat, text messaging.
  • Strong working knowledge of Microsoft Office Suite and cloud-based technologies including telecommunications, applications, storage, networks and other tools/resources.
  • Must pass background check

NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

National Alliance on Mental Illness
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