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NAMI | Job Description

HelpLine Content and Development Specialist - Arlington VA

Job Description
The HelpLine Content and Development (C&D) Specialist works closely with the HelpLine Manager and others in the Communications Department to ensure the integrity of the content of the HelpLine website “portal page”, factsheets and numerous other materials needed for to ensure highest customer service. This includes the review and updates of written materials and suggestion of new publications. The C&D Specialist is responsible for ensuring the content integrity of the HelpLine’s website section, information fact sheets and for training the Fulfillment, Information and Referral Specialist, who performs the other functions of the fulfillment process. The C&D Specialist also writes blogs and articles, edits content on the HelpLine webpage and reviews all materials to ensure adherence to the NAMI Style Guide.

The C&D Specialist also responds to incoming HelpLine requests and performs other administrative duties, as assigned.

Essential Functions:


•Work with the HelpLine Manager and the Communications Department to incorporate new and updated factsheets into the HelpLine Fulfillment System and on

•Ensure that the Contact Sheet is updated and notify staff when new material is available; works to ensure that any new database or call management systems are inclusive of content and customer tracking.

•Writes or facilitates the writing of factsheets as needed by the HelpLine and

•Keep current and revise HelpLine form letters and other materials.

State and Affiliate Contact Sheets

•Responsible for production of current State and Affiliate Contact Sheets to be inserted in packets.

•Keep Contact Binders current by replacing contents quarterly.

HelpLine Web Page

•Edit content on HelpLine web page, and other public information content as assigned, to ensure compliance with NAMI’s style guidelines.

•Audits, adds and corrects links and update information, as needed.

HelpLine Mailing

•Ensure that packet contents, letters, brochures and factsheets are updated

•Train and oversee the Fulfillment, Information and Referral Specialist as necessary on all other functions of the weekly mailings, including data entry, copying materials and preparing packets for weekly mailings.

Online Discussion Forums

•Respond to issues and concerns sent to the Webmaster from participants on NAMI’s online discussion forums, by communicating Terms of Use violations via email.

•Delete and report offensive posts and follow up, as needed.

Content Contributions

•Contribute to NAMI publications, both digital and print, via assigned blogs, appeal letters, book reviews, videos and other content.

HelpLine Administrative Support

•Produce and distribute minutes from HelpLine Staff Meetings.

•Create an informational HelpLine Newsletter, as needed.

HelpLine Incoming Requests

•Answer HelpLine calls and emails, direct callers to appropriate resources, provide information and offer caring support.

•Other duties, as assigned.

Minimum Qualifications:

•Must have the ability to assist the HelpLine Manager and others in the Communications Department, to create original content for online and print publications, and a multitude of other possibilities..

•Must have strong writing and editing skills, and be able to meet tight deadlines. Should preferably have a strong interest or knowledge in topics related to the mental health field.

•Must have organizational skills, and the ability to be creative in finding solutions

•Business or editorial experience helpful.

•Call center or HelpLine experience beneficial.

•Flexibility to prioritize tasks and alternate between duties, with ability to meet deadlines.

Equal Opportunity Employer M/F/D/V
Job Specifications
Position Type: Part-Time
Department: HelpLine
Benefits: 403(b), Dental Insurance, Disability Insurance, Health Insurance, Life Insurance, Paid Vacation, Paid Sick Leave
Job Requirements
Education: Associates Degree
Contact Information
Contact Name: Human Resources
Contact E-mail:

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