Coordinator, NSONA Success (part-time)

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation’s leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation’s largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy.

We currently have an opening for a Coordinator, NSONA (NAMI State Organizations & NAMI Affiliates) Success. The Coordinator, NSONA Success collaborates with the Manager, NSONA Success, Senior Coordinator, NSONA Success and other teams at NAMI National to provide initial support and coordination in response to inquiries and requests from NAMI field leaders and, at times, from individuals and organizations external to NAMI. This role serves as the first point of contact for questions or issues related to NAMI programs, services, and systems.

Support involves the performance of several related or sequential tasks or processes that follow available guidelines.When guidelines do not exist, the Coordinator will work with other team members to develop and document new guidelines.

This part-time position (30 hours per week) can be remote or based at NAMI Headquarters in Arlington, VA on a hybrid basis.

Salary Range: $24/hr. - $26/hr.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to and resolve assigned support requests (via email, phone, or Zoom) according to standard operating procedures.
• Create or update records in Salesforce, learning management systems, content management systems, and other NAMI systems to support the resolution of requests.
• Collaborate with other NAMI teams to route, escalate, and track support requests to ensure timeline, accurate resolution and appropriate documentation. Adequately resolve inquiries prior to closing tickets.
• Read, interpret, and apply complex technical information. Thoroughly explore options for technical troubleshooting before escalating to other teams.
• Test NAMI systems to ensure ease of use and meeting of design requirements.
• Generate reports and provide administrative and operational support as needed to support team performance, workflow management, and reporting.
• Identify, recommend, and help implement improvements to standard operating procedures, workflow, and documentation.
• Proactively identify recurring user barriers using documented findings and propose concrete solutions for resolution or escalation.
• Communicate status, risks, and support needs to maintain operational visibility. Identify patterns and systemic issues that may arise.
• When support request volume permits, assist with various projects at the discretion of Manager, NSONA Success and/or National Director, Operations.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• 1 – 2 years’ experience with similar responsibilities
• Strong customer service experience (remote work experience preferred)
• Ability to understand and clearly explain highly technical concepts and instructions to others with varying levels of technical knowledge.
• Excellent written and verbal communication skills
• Effective collaborator. Strong organizational, interpersonal, and motivational skills
• Highly detail oriented and takes initiative where appropriate
• Ability to multi-task and work independently
• High level of reasoning and analytical skills. Ability to troubleshoot technical problems using documented processes. When processes do not exist, use creative problem solving, past examples to resolve.
• Strong time management skills and work ethic
• Experience with Salesforce (preferred)
• Strong interest in mental health advocacy and community support, with a demonstrated alignment to NAMI’s mission, values, and impact.
• Must pass background check

NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually:

• Generous and comprehensive Health, Dental, and Vision Plans
• Paid Time Off: Vacation, Personal, and Sick Leave
• Paid Parental Leave
• 403(b) retirement plan
• Flexible Spending Accounts for health care, dependent care and commuter expenses
• Life Insurance and Disability coverage paid by NAMI
• Flexible Work and Telework programs
• Professional Development Reimbursement program
• A variety of wellness offerings to support team members
• Employee Referral Program
• The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life