Coordinator, NAMI HelpLine

Job Type

Full Time




3803 N. Fairfax Dr.
Suite 100
United States


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 more than 800 local affiliates, state organizations and a national office who 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. In particular, we do not rest until we remedy injustices and intervene early to prevent needless loss of quality of life. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of numerous programs we provide, and our strong public policy.




We are currently seeking a Coordinator for our NAMI HelpLine. This position works with the entire HelpLine team to ensure optimal service to the NAMI community by responding to HelpLine inquiries, managing Spanish calls and emails, overseeing volunteers and developing resources and trainings.


This is an opportunity for a motivated individual to join a dynamic team committed to making a difference in the lives of people with mental health conditions.


This position is expected to:

  • Organize and respond to all forms of contact to the Helpline and maintain established service standards regarding response/delivery times
  • Oversee volunteer workflow and training. Help monitor volunteers and interns and answer questions, as needed.


  • Answer HelpLine crisis calls and follow organization protocol for resolution
  • With HelpLine team, maintains email by responding to emails, developing and maintaining templates, training and supervising volunteers to respond to emails and forwarding messages to other teams
  • Develops and maintains resources and trainings to improve quality of service offered by the HelpLine
  • Trains and supervises Spanish-speaking volunteers and monitors HelpLine Spanish calls and emails. Maintains Spanish resource directory and fact sheets.
  • Work with HelpLine team and other departments to moderate NAMI’s social media
  • Keep current with mental health news within the industry
  • Participates in cross-team projects as needed.
  • Perform other duties as assigned


  • Bilingual Spanish/English required.
  • One to three years working in a non-profit environment as a member of a fast-paced team serving members, customers or clients. HelpLine or Crisis Line experience very valuable.
  • Superior listening and communication skills that enable effective problem-solving when addressing HelpLine caller’s needs
  • Strong writing skills essential for replying to HelpLine emails, social media posts and writing web content.
  • Knowledge of current mental health services landscape including different treatments and resources
  • Ability to multi-task requiring strong organizational and time management skills
  • Bilingual Spanish/English required.
  • Working knowledge of social media, MS Office Suite particularly Word, Outlook and Excel
  • A basic understanding of mental illness and its effects on individuals and families
  • Bachelor’s Degree preferred.

This position is based in Arlington, VA.


Must pass background check.


Level of Language Proficiency

Bilingual Spanish/English required.

Professional Level

Entry level

Minimum Education Required

High School

How To Apply

Please visit  

Equal Opportunity Employer M/F/D/V