HelpLine Operations Coordinator

Job Summary

Working remotely on a full-time basis from 12 PM to 8 PM ET, the HelpLine Operations Coordinator will manage daily operations of the NAMI HelpLine, providing guidance to volunteers, overseeing their performance, and ensuring adherence to service protocols.

Key responsibilities

• Provides real-time guidance and support to HelpLine Specialist volunteers and interns in handling inquiries and complex situations
• Monitors and evaluates the performance of HelpLine volunteers to ensure compliance with service standards
• Responds to HelpLine calls, texts, and resource requests, implementing emergency response protocols as necessary

Required qualifications

• Experience in a fast-paced team environment, preferably with helpline or crisis line experience
• Knowledge of the mental health services landscape and understanding of mental illness
• Strong organizational and leadership skills
• Proficiency in Microsoft Office Suite and ability to learn new technologies
• Bachelor's degree in a related field preferred