About the position
NAMI Chicago is seeking a Helpline Supervisor to support its mission of providing information, resource referrals, and support to individuals living with mental health conditions, their families, caregivers, and the public. The Helpline Supervisor will directly supervise Helpline Specialists, providing oversight, live coaching, and support to ensure quality service delivery. This role is essential in helping to fill gaps in Chicago's mental health system, particularly for underrepresented populations. The position requires a commitment to listening, supporting callers' needs, and advocating on their behalf. The ideal candidate will have a Master’s degree in a social service field and experience in providing social and emotional support, as well as teaching coping and community adjustment skills.
Responsibilities
- Supervise and support a team of Helpline Specialists, providing oversight and immediate direction.
- Assist in live coaching and problem-solving for crisis contacts on the Helpline.
- Engage in quality assurance activities, including call monitoring and providing feedback.
- Participate in training new staff and interns as directed by Helpline Management.
- Assess needs for retraining and refer to training as necessary.
- Provide biweekly supervision to Helpline Specialists to promote growth and improvement.
- Engage in clinical consultation with team members for quality intervention.
- Ensure information provided to contacts aligns with their needs and available resources.
- Contact other Helpline Supervisors or management for additional support as necessary.
- Approve emergency support services for Helpline contacts.
- Utilize software applications to supervise Helpline activities.
- Partner with systems and providers across Chicago to link callers to services.
- Serve as a back-up Helpline Specialist as needed.
Requirements
- Master’s Degree preferred, minimum Bachelor’s degree in a social service field or equivalent experience of at least 3-4 years.
- Bilingual in Spanish and English - preferred.
- Proficiency in Microsoft Excel, Outlook, Teams, and Word.
- Proficiency in Google Chrome, Windows operating systems, and other software used by NAMI Chicago.
Nice-to-haves
- Bilingual in Spanish and English.
Benefits
- Company sponsored wellness activities.
- 401k Retirement plan.
- Paid leave and Wellness leave.
