HelpLine Fulfillment, Information and Referral Specialist - Arlington VA
NAMI (the National Alliance on Mental Illness) is the nation’s largest grassroots mental health organization dedicated to improving the lives of persons living with serious mental illness and their families. Founded in 1979, NAMI has become the nation’s voice on mental illness, a national organization including NAMI organizations in every state and in over 1100 local communities across the country who join together to meet the NAMI mission through advocacy, research, support, and education.
We currently have an opening for a HelpLine Fulfillment, Information and Referral Specialist. The HelpLine Fulfillment, Information and Referral Specialist’s role is to provide support, general information and referrals, in an empathetic manner, to incoming contacts, via phone, e-mail and mail as well as data entry assistance. The Fulfillment, Information & Referral Specialist also ensures that the HelpLine weekly mailings are completed in a timely manner.
•Provide solutions, general information and referrals to each incoming contact, based on the HelpLine’s call handling policies.
•Maintain knowledge of NAMI programs, staff contacts, referral organizations, and printed NAMI resources.
•Maintain knowledge of current issues regarding serious mental illness.
•Participate in HelpLine training sessions and informational meetings to improve skills and increase knowledge.
•Inform Manager and Content and Development Specialist of any outdated information necessary to provide excellent service.
•Keep abreast of all HelpLine resources, call handling policies, and changes to website so as to provide accurate updated information.
•Utilize NAMI computer resources, books, and organization lists to provide correct information and referrals to each caller.
•Complete forms for every call/contact that requires information to be sent by mail; complete tally forms that track amount of incoming calls and mail.
•Answer legal emails and calls, with referrals to attorneys.
•Use all quality assurance measures to ensure that NAMI Information HelpLine responses are correct and consistent.
•Perform work on projects, as requested by Manager and Director
•Must have the maturity, stability, and patience to communicate effectively with persons who may be distressed or emotionally troubled.
•Must be ready to use initiative, problem solving skills, and resourcefulness in finding the correct answer to caller’s questions and concerns.
•Must be consistently punctual and reliable.
•Must have some knowledge and/or experience of issues relating to serious mental illness
•Must be willing to follow specific guidelines and policies in regard to answering incoming inquires.
•Must be able to understand and communicate NAMI’s perspective regarding the causes and treatments of serious mental illnesses.
•Must be flexible and able to handle both Information & Referral duties, as well as fulfillment duties
•Maintain knowledge of NAMI programs, staff contacts, referral organizations and printed NAMI resources.
•Provide solutions, general information and referrals to incoming contacts, based on HelpLine policies.
•Complete forms for every contact that requires information to be sent by mail; complete tally forms that track amount of incoming calls and mail.
•Keep abreast of all HelpLine resources, and keep current on issues regarding mental illness.
How to Apply:
Please visit http://nami.applicantpro.com/jobs/.
Equal Opportunity Employer M/F/D/V
|Benefits:||403(b), Dental Insurance, Disability Insurance, Health Insurance, Life Insurance, Paid Vacation, Paid Sick Leave|
|Education:||High School Diploma|