HelpLine Specialist

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.Are you interested in making a meaningful difference in people's lives?

The NAMI Indiana HelpLine is contacted over 1,000 times a year by people across the state who are affected by mental illness and in need of help. HelpLine Specialists provide a vital service to the NAMI Indiana community by responding with empathy to inquiries by phone, email, and social media posts, and by providing valuable information about mental health conditions and treatment options, NAMI education and support programs, and other mental health resources.

NAMI Indiana HelpLine Specialists help individuals and families improve their lives and advance recovery by listening to their concerns and connecting them with essential resources and services. They extend empathy, understanding, respect, and emotional support to everyone contacting the NAMI Indiana HelpLine. As volunteers, they will develop a deep understanding of the mental health landscape, mental illnesses, treatment options, and recovery strategies. They will also experience the appreciation and gratitude expressed by the individuals, families, and caregivers they serve.

Training

Working with help seekers at the NAMI Indiana HelpLine is extremely rewarding and at times, challenging. It requires a commitment to learning, and our extensive training is designed to prepare the intern to address the many needs being presented by help seekers. The first step is to complete the NAMI National online HelpLine training. The required portion of this training will take approximately five hours to complete. There is an optional (and highly recommended) portion during which the intern can listen to recordings of actual HelpLine calls. After this is completed, the volunteer will begin in-office training on empathy, difficult caller behaviors, crisis de-escalation, diversity, equity, and inclusion, local resources, and role-plays. Once the volunteer has demonstrated acceptable performance in role-plays, they will begin taking live calls.

Professional Qualifications:

• A student or professional of mental health, and/or someone with "lived," personal experience - either as a person living with a mental health condition or as someone caring for a loved one living with a mental health condition is strongly welcomed.
• Excellent communication skills (oral and written), particularly in listening and ability to convey a respectful, empathetic tone, over the phone, or email communication.
• Analytical ability with problem-solving skills and resourcefulness for assessing a help seeker's needs and finding correct resources in a timely manner.
• Basic knowledge of mental illnesses, treatments, recovery, and mental health care systems with an interest in learning more.
• Ability to conduct basic internet research quickly while simultaneously managing a phone conversation.

Personal Qualities:

• Demonstrated reliability, professionalism, and punctuality.
• Respect and compassion for people affected by mental health conditions with a desire to help
• Ability to manage emotionally stressful situations with a positive spirit and open-mindedness.
• Passion to learn about mental health conditions, resources, and behavioral health systems.
• Willingness to take initiative to seek help when needed, and ability to accept and implement constructive feedback.
• Maturity and patience to communicate effectively with people from diverse backgrounds and experiences while demonstrating empathy to facilitate respectful dialogue with callers experiencing emotional distress or active psychosis.