National Director, NAMI HelpLine Services

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 National Director, NAMI HelpLine Services. The National Director, NAMI HelpLine Services develops and leads a high-performing team of NAMI HelpLine staff and directs their efforts in the areas of operations, volunteer recruitment, training/coaching, quality assurance, data collection/reporting and technology. The Director guides the enhancement and expansion of HelpLine services, supports the NAMI Field with helpline efforts and has overall responsibility for providing high-quality, peer-informed information, referral resources and support to hundreds of thousands of help seekers each year.

This full-time position is based in our Arlington, VA offices on a hybrid basis.

Salary Range: $120k - $130k

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leads a core team of eight HelpLine professionals in the areas of HelpLine Operations, Resource Development, Workforce Development and Technology.
• Leads the HelpLine’s annual planning and budgeting development and is responsible for meeting annual objects and for implementing and overseeing the budget.
• Establishes and monitors service standards and controls ensuring that HelpLine processes and systems are efficient, high-quality, and meet the needs of help seekers.
• Responsible for collecting, monitoring, and reporting HelpLine data to NAMI and the NAMI Field enabling data-driven decision-making and the identification of mental health trends across the nation.
• Supports the development of NAMI HelpLine referral resources ensuring that are peer-informed and essential to help seekers in NAMI HelpLine Resource online directory, HelpLine Hub, and Knowledge Articles.
• Supports the NAMI HelpLine Specialist’s Quality Assurance program including Specialist training, service standards, coaching program, and corrective training.
• Supports establishing and meeting recruitment goals to provide adequate Specialist coverage during the HelpLine’s three shifts.
• Responsible for positioning the NAMI HelpLine for new growth and enhancements including new communication channels, supporting the NAMI Field, and maintaining accreditation with the International Council of Helplines.
• Works closely with the NAMI’s Strategic Alliances and Development team to identify and secure grants and funding opportunities, and monitors deliverables and prepare reports as needed.
• Supports and encourages NAMI Field Leaders in their helpline efforts by providing training, technology, and best practices.
• Oversees personnel decisions for the NAMI HelpLine team.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree required (Master’s degree preferred).
• 11 – 15 years of related experience in the mental health or non-profit field, preferably in a call center or helpline environment
• Excellent management, organizational, and project management skills.
• Proven ability to lead and work in cross-departmental teams, as well as with volunteers.
• Superior written and verbal communication skills, problem-solving skills, and patience in all interactions.
• Strong working knowledge of technology specific to call center management, remote work, and telecommunication channels, including phone, web chat, and text messaging.
• Strong working knowledge of Microsoft Office Suite and cloud-based technologies, including telecommunications, applications, storage, networks and other tools/resources, as well as web-based content management systems and membership management software.
• Knowledge of the current mental health services landscape including different treatments, resources and a basic understanding of mental illness and its effects on individuals and families.
• 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