Open Position: 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 with the community to educate the public, advocate for legislation, improve the mental health system, and reduce stigma.


The Helpline Manager is responsible for overseeing the NAMI-NYC Helpline. You’ll manage, recruit, and train volunteers, AKA “Helpline Responders.” You’ll engage Helpline Responders, facilitating communication and group discussions, and you’ll lead debriefs. You’ll manage shift schedules and ensure maximum coverage on the Helpline. You’ll 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. If the Helpline is NAMI-NYC’s front door, how do we help the people who ring our doorbell? And how do we support the people who answer the door?


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 is the Helpline supervisor, overseeing daily functions of the Helpline and supervising all Helpline Responders.

  • Schedule, and provide day-to-day oversight of Helpline Responders including volunteers and staff
  • Ensure Helpline is fully and appropriately staffed during the hours of operation.
  • Monitor 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 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 directed by the Director of Program & Services/Executive Director
  • Oversee existing internship programs and develop new connections
  • Lead weekly Debrief calls with all Responders
  • Deliver presentations to providers, the general public, and others who should know about the Helpline


  • 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
  • Four years’ experience working in the mental health field
  • Experience supervising individuals/volunteers preferred
  • Case management experience preferred
  • 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 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.