Helpline Coordinator – Open Position

Position Title: Helpline Coordinator
Reports to: Helpline Manager
Hours: 40 hours per week, 10am-6pm Monday through Friday, evening and weekend hours as needed and/or requested by supervisor


Reporting to the Helpline Manager, the Helpline Coordinator will spend half of their time or more as a Helpline Responder, responding directly to incoming calls. The other half of their time will be spent split between providing additional support to volunteer Helpline Responders, researching and developing relevant resources and referral partnerships, and the coordination of daily logistics for the Helpline.

The Helpline Coordinator will take on five, four-hour shifts per week of serving as a Helpline responder, providing emotional support, psychoeducation, and referrals to callers. The Helpline Coordinator will also regularly monitor the internal Helpline messaging platform and to quickly respond to any needs or concerns raised by volunteer Helpline responders, including responding to calls that are bumped up as more “high-need.” The Helpline Coordinator will also partner with the Helpline Manager to identify areas of improvement for the Helpline to enhance the quality, efficiency, and community reach.

In addition, the Helpline Coordinator will be responsible for monitoring the timely response of referrals that come in through our Rapid Referral Program and directly assist when there are gaps. Building upon the current structure of our Helpline, our unique Rapid Referral program enables NAMI-NYC to receive referrals from providers, and act quickly to connect them to services. NAMI-NYC Helpline Responders will proactively reach out to individuals referred to us and provide them with emotional support, psychoeducation, and resources. Our referral program also enables NAMI-NYC to connect with and serve individuals who might otherwise never have the opportunity to benefit from our array of programs and services. Referrals are made by a wide array of community mental health agencies, hospitals, and private practices.

The Helpline Coordinator will work collaboratively with the entire programs and services team and the larger NAMI-NYC staff to advance programmatic strategic goals.


Helpline: the NAMI-NYC Helpline is staffed by trained volunteers and staff members who are living with a mental health condition and/or are a family member. The Helpline provides callers with emotional support, guidance on navigating NYC’s mental health system, connections to essential mental health referrals, and an introduction to NAMI-NYC’s programs and services.

  • Provide emotional support, psychoeducation, and referrals/resources to callers on NAMI-NYC’s Helpline
  • Respond to more clinically-oriented and high-priority calls/inquiries as requested/needed by volunteer Helpline Responders
  • Serve as-needed coverage for Helpline shifts when there are gaps in the schedule
  • Provide ongoing administrative support and guidance on appropriate resources/referrals to all members of the Helpline Team through our phone and instant messaging portal
  • Partner with the Helpline Manager to build out our referral database (wider and deeper) through direct research and collaboration with other Helpline Responders, volunteers and external organizations
  • Oversee the regular maintenance of our referral database by periodically updating contact information and reviewing that referral programs are still operating
  • Monitor Helpline cloud-based phone system and Helpline email regularly, to ensure that the systems are working properly
  • Work together with Helpline Manager to update and administer training program for new Helpline Responders in response to programmatic changes
  • Attend weekly Helpline Team meetings that cover administrative updates, call debriefing, and trainings/presentations

Rapid Referral Program: Through referral partnerships with community mental health agencies, NAMI-NYC proactively connects with individuals affected by mental illness through the Rapid Referral Program that is designed to assist those in need to easily access the array of NAMI-NYC programs and services.

  • Regularly monitor the response rates of incoming Rapid Referrals to ensure timely follow up and direct call traffic as necessary
  • Report results of client contacts to Helpline Manager and to referral sources as directed, ensuring continuity of care
  • Provide as-needed coverage for Rapid Referral shifts when there are gaps
  • Maintain comprehensive digital records and ensure that follow up tracking is appropriately conducted using our electronic system
  • Assist in training new and existing Helpline Responders on Rapid Referral response protocols based on volume and frequency of incoming referrals
  • Identify areas of improvement for the Rapid Referral Program to enhance the quality, efficiency, and community reach together with the Helpline Manager


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Knowledge of and experience with mental illness, recovery, crisis intervention and the mental health system – either personally or through a family member
  • Masters degree in Social Work, Counseling, or related field and/or Certified Peer Specialist
  • NYS licensure as a Social Worker, Counselor or other related field is a plus
  • SIFI certification is a plus
  • Two+ years experience working in the mental health field
  • Experience working on a hotline or Helpline preferred
  • Must be very proficient in the use of personal computers, Google Apps, Microsoft applications, and a quick learner of technology platforms
  • Respect and compassion for individuals and families affected by mental illness
  • Ability to work effectively with diverse populations with a high level of integrity, diplomacy, and initiative
  • Strong clinical and counseling skills
  • Detail-oriented
  • Sense of humor
  • Bilingual English/Spanish is a plus

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.


  • $55,000 – $60,000 annual salary
  • Generous PTO policy
  • Medical, dental and vision coverage

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

To apply: Send cover letter and resume to Be sure to put Helpline in the subject line. Resumes submitted without a cover letter will not be considered. No Phone Calls, please.