Open Position: Helpline Manager

HELPLINE MANAGER
The National Alliance on Mental Illness of New York City (NAMI-NYC)

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

NAMI-NYC helps families and individuals affected by mental illness build better lives through education, support, and advocacy. As one of the largest affiliates of the National Alliance on Mental Illness, we work collaboratively with other stakeholders in the community to educate the public, advocate for legislation, improve the mental health system, and reduce stigma.

POSITION DESCRIPTION

Reporting to the Manager of Support Programs, the Helpline Manager will be primarily responsible for overseeing the NAMI-NYC Helpline, including managing, recruiting, and training volunteers. As part of the management of volunteers, the Helpline Manager will lead and engage Helpline Responders, facilitating communication and group discussions and debriefs. This also includes managing shift schedules and ensuring maximum coverage on the Helpline. The Helpline Manager will regularly recruit and train new Helpline Responders as well as identify areas of improvement for the Helpline to enhance the quality, efficiency and community reach.

In addition, the Helpline Manager will be responsible for overseeing the referral process within the new Rapid Referral Program. Building upon the current structure of our Helpline, our unique Rapid Referral program enables NAMI-NYC to assume the responsibility of proactively reaching out to individuals living with mental illness, family members, and caregivers in need of mental health resources, dramatically shortening the amount of time it takes for them to connect with and benefit from our programs and services. Our referral program also enables NAMI-NYC to connect with and serve individuals who would 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 Manager will work collaboratively with the entire Services Team, as well as the agency as a whole.

RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO:

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 connections to essential mental health referrals, advice on navigating the system, peer support, and an introduction to NAMI-NYC’s programs and services. The Helpline Manager will serve as the Helpline supervisor, overseeing daily functions of the Helpline and supervising all Helpline Responders.

  • Schedule, and provide day-to-day oversight of Helpline Responders
  • Ensure NAMI-NYC’s Helpline is fully and appropriately staffed during the hours of operation.
  • Monitor Helpline cloud-based phone system, and Helpline email regularly
  • Process and report on all daily, weekly, and monthly data collected through Helpline communications using web-based record keeping software
  • Recruit candidates and administer training & onboarding for new Helpline Responders
  • Regularly adapt and develop the training program for Helpline Responders in response to programmatic changes and future collaborations
  • Coordinate all referrals both internal NAMI NYC services as well as to external services e.g. medical, legal, employment, housing, etc. This includes keeping the referral database accurate and updated daily, weekly, and monthly utilizing interns or volunteers; and ensuring that new information is regularly disseminated to all Helpline Responders
  • Oversee ACES Volunteers including communication, tracking of their hours, and facilitating referrals from the Helpline to the ACES team
  • Provide coverage for Helpline shifts at least once weekly or more as needed
  • Assess and develop strategic partnerships with other external organizations as deemed necessary by the Director of Program & Services/Executive Director
  • Develop new and oversee existing internship programs
  • Conduct monthly check-ins with Responders (in office) or plan and lead weekly Debrief calls with all Responders (virtual)

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.

  • Assign peer volunteers for the follow-up of Rapid Referrals and assign cases, ensuring a timely response within two business days
  • Regularly report results of client contacts to Manager of Support Programs and to referral sources as directed, ensuring continuity of care
  • Maintain comprehensive digital records and ensure that follow up tracking is appropriately conducted using our electronic system (Apricot)
  • Train new and existing Helpline Responders on Rapid referral response protocols based on volume and frequency of incoming referrals
  • Deliver presentations to providers, the general public, and other stakeholders

QUALIFICATIONS:

  • Knowledge of and experience with mental illness, recovery, crisis intervention and the mental health system – either personally or through a family member
  • Minimum Masters degree in Social Work, Education or Counseling
  • Five years’ experience working in the mental health field
  • Experience supervising individuals/volunteers preferred
  • Case management experience
  • Must be very proficient in the use of personal computers, Google Apps and Microsoft applications. Knowledge of electronic record keeping systems required
  • Experience working on a hotline or Helpline preferred
  • Possesses business acumen
  • 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
  • Detail-oriented with strong administrative and organizational skills
  • Sense of humor
  • Bilingual English/Spanish is a plus

To apply: Send cover letter and resume to Jessica Feldman at jfeldman@naminyc.org and include Helpline Manager in subject line. Resumes submitted without a cover letter will not be considered. Due to the high volume of resumes, we can only respond to those being considered for the position. No phone calls, please.