Call Center Volunteer

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Do you have a passion for helping others?

NAMI San Bernardino Area is currently recruiting volunteers to help our Emotional Support Line. The Emotional Support Line is a free and confidential telephone service providing emotional support and resources to those who struggle to find support elsewhere in the area. Supporting the community in times of distress is a core value for health support organizations like us. Callers will be able to talk to a trained and experienced person who can relate and will be given access to additional support, information, and education.

Position: Call Center Volunteer

Qualifications:

• Be an individual who is in recovery from a mental illness or has a loved one with a mental illness
• Demonstrate the ability of supporting people who are in an emotional situation
• Familiarity or comfort with recovery principles
• Openness and willingness to work from a position of lived experience
• Good boundaries and ability to maintain confidentiality at all times
• Experience in peer support or self-help an asset
• Ability to work from home
• Must have computer literacy
• Ability to use NAMI resource directory while on the phone
• Availability to receive call-center training

Responsibilities include:

• Participating in call-center and other training to improve knowledge and skills
• Continuing a commitment to his/her own recovery
• Keeping online records using the call-center software (calls received, types of calls and disposition of calls received)
• Reviewing EMOTIONAL SUPPORT LINE calls when appropriate and following up with the Coordinator the next day with any needed information
• Follow - up with individuals who request 'outreach calls’
• Attending and participating in all support meetings for the EMOTIONAL SUPPORT LINE
• Making referrals to Emergency Services for individuals who are in a crisis situation
• Maintaining confidentiality