Helpline Operator Jobs (NOW HIRING)

Please note: this is a listing for an unpaid volunteer position.

Volunteer with the NAMI HelpLine!

Use your lived experience navigating mental health challenges-personally or with a loved one-to support and empower others reaching out for help.

What You'll Do

Provide support. NAMI HelpLine volunteers answer tens of thousands of calls and texts each year from people looking for support for themselves or someone else navigating a mental health challenge. Volunteers provide hope, emotional support, thoughtful suggestions, and mental health resources to empower people to reach the next step on their or their loved one's mental health journey.

Help your peers.

Some volunteers may qualify for and wish to participate in one of HelpLine's specialty services:

• NAMI Teen & Young Adult (TYA) HelpLine: volunteers who are young adults (20-30 years old) are welcome to participate
• NAMI Family Caregiver HelpLine: volunteers with lived experience caring for a loved one with serious mental illness are welcome to participate
• linea de ayuda de NAMI: volunteers who can speak and write fluent Spanish are welcome to participate

If you are interested in participating in one or more of these specialty services as part of your HelpLine volunteer experience, please let us know when you fill out your application.

What You'll Get

Skills. Volunteers receive in-depth training and support from HelpLine Staff including ongoing coaching to develop skills like:

• Reflective listening
• Empathy
• Creative problem solving
• Critical thinking
• Flexibility and patience

Knowledge. Volunteers get a deep understanding of the mental health landscape, including:

• Common mental health conditions
• Treatment and recovery strategies
• How to overcome barriers to accessing mental health care
• What quality mental health resources are available

Reward. HelpLine volunteers have the satisfaction of knowing that they are helping people with mental health conditions and their family members problem-solve during a hard time in their lives.

What You'll Agree To

4 hours a week for 6 months. HelpLine volunteers agree to serve at least one, 4-hour shift every week for at least 6 months.

NAMI HelpLine is open Monday - Friday 10 a.m.-10 p.m. ET, not including federal holidays.

To help us get you scheduled, you must provide at least two days and times that you would be consistently available to serve on HelpLine during the following shifts:

• Shift #1: 10am - 2pm ET
• Shift #2: 2 - 6pm ET
• Shift #3: 6 - 10pm ET

Volunteers must also attend a 10-15-minute shift change meeting on Zoom each week that will help you get up to date on anything new and allow you time to talk with other volunteers and staff.

How You'll Be Trained

21-hour independent, online training, plus a 1-hour technology set-up and role-play training with a HelpLine Staff member on Zoom. NAMI HelpLine offers a comprehensive 21-hour online training on mental health conditions, support and recovery strategies, NAMI programs and advocacy efforts, how to manage calls and texts from people looking for help, HelpLine policies and practices, and a final test. The training also includes a 1-hour technology setup and role play session with a NAMI HelpLine staff member.

You must start online training within 2 weeks of receiving the email that you have been enrolled. Once you have started your training, you have 3 weeks to finish it.

Your 6-month service commitment begins on the day of your first scheduled HelpLine shift, which is scheduled after you've completed the training.

How You'll Be Supported

HelpLine volunteers are always supported. HelpLine staff monitor the HelpLine at all times and provide real-time support to volunteers navigating complex or challenging connections.

Although NAMI HelpLine is not a crisis line, HelpLine volunteers may receive calls or texts involving a mental health crisis or other challenging situations. HelpLine volunteers are trained in important risk management practices and will always receive guidance from HelpLine staff on crisis or risk-related HelpLine connections.

Every HelpLine volunteer is also paired with a HelpLine Coach - a HelpLine staff member responsible for providing support and feedback to strengthen your knowledge and skillset. Monthly wellness and continuing education events are also offered to all HelpLine volunteers.

What Technology You'll Need

Work remotely using your own computer. All HelpLine volunteers work remotely from their homes and connect with Help Seekers using NAMI's online communications platform. HelpLine volunteers will also receive support from HelpLine Staff through the instant messaging platform, Slack.

You are required to have:

• A private workspace
• A computer with the most recent operating system (MacOS, Windows, or Linux)
• A working headset or headphones
• A robust, reliable high-speed internet service

What You'll Be Responsible For

All HelpLine volunteers respond to HelpLine calls and texts and provide person-centered, culturally considerate emotional support, along with information and resource referrals using tools provided by HelpLine.

Volunteers are expected to accurately and efficiently record basic information about HelpLine interactions in HelpLine's call center software.

NAMI HelpLine volunteers must treat all Help Seekers with dignity and respect and agree to follow NAMI HelpLine service program policies and procedures.

What Skills You Need to Have

• Excellent verbal and written communication skills, including strong active listening skills
• Strengths in compassion, empathy, and professionalism
• Basic knowledge of mental health conditions, treatments, recovery, and mental health care systems with an interest in learning more
• Excellent problem-solving skills
• Strong attention to detail and accuracy, even when managing competing priorities or urgent tasks
• Ability to maintain focus at all times and make sound decisions in stressful, unclear, or high-pressure situations
• Ability to self-regulate and maintain composure during challenges or conflicts; demonstrated resilience when working under crisis situations

What Qualifications You Need

• Must be at least 20 years of age
• Lived personal experience, either as a person living well in recovery for at least one year or caregiving for a loved one with a mental health condition, or current enrollment in a related undergraduate or graduate program of studies
• Ability to respond sensitively, effectively, and in a culturally considerate manner to Help Seekers experiencing emotional distress, active psychosis, and other symptoms of a mental health condition
• Ability to effectively use cloud-based technologies including telecommunications, applications, storage, networks, and other tools or resources
• Comfort working independently and as part of a team in a friendly work environment
• Must be located in the United States for the duration of your commitment
• Must pass a background check

Before You Apply

Think about whether you can make the 6-month commitment to volunteer. To prepare you to become a HelpLine volunteer, we offer free online training, onboarding, and coaching. The time and effort NAMI puts into preparing HelpLine volunteers is an investment in you and our Help Seekers, who trust NAMI with deeply personal issues during difficult times.

While the training and development NAMI provides is free to you, it costs NAMI nearly $1,500 to recruit, train, and coach each HelpLine volunteer. It's a serious investment, and if you don't think you can see your 6-month volunteer commitment through, please do not apply at this time. You are welcome to come back and apply when you know you can fulfill the NAMI HelpLine volunteer commitment.