Manager of the NAMI National HelpLine

Arlington, Arlington, Virginia
May 19, 2014
Jun 23, 2014
Customer Service
Full Time

NAMI (the National Alliance on Mental Illness) is the nation’s largest grassroots mental health organization dedicated to improving the lives of the millions of Americans affected by mental illness.  Since NAMI’s beginning in 1979, we have established ourselves through dedication, commitment and unceasing believe in our mission to strengthen communities and help those in need. The heart of NAMI is our unrivaled grassroots network of volunteers in communities across the nation. Through our united support, education, advocacy and awareness efforts, NAMI is at the forefront, a recognized force in urging new ideas and solutions to improve lives.

We currently have an opening for a Manager of the NAMI National HelpLine.  The Manager ensures optimal information and referral performance to the HelpLine, which fields more than 4,000 requests each month via phone, email, social media and mail. The Manager works with the National Director of Communications and other NAMI staff to manage HelpLine operations systems including; volunteer/staff recruitment and incentives, initial and ongoing training, quality assurance, information management, reporting capabilities, interdepartmental and interoffice communications, document management and integrity, and all other aspects of this information and referral call center/volunteer program.     

Location:  NAMI Headquarters, Arlington, Virginia

Travel:  < 5%

Reports To:  National Director of Communications

Essential Functions:

HelpLine Leadership and Management:

  • supervise five members (FTE and PTE) of HelpLine Team and up to 25 volunteers; manage workflow and coordinate efforts
  • institute and provide volunteer incentives
  • provide leadership coaching as a manager to direct reports
  • ensure adequate staffing and volunteer resources for HelpLine functions
  • ensure ongoing training and cultivation of staff and volunteer associates
  • oversee production and management processes for all HelpLine materials, including fact sheets, informationals, staff training and documentation
  • ensure service is provided to all customers in a timely and effective manner
  • support and maximize HelpLine revenue opportunities
  • create weekly, monthly and quarterly statistical reports of all HelpLine incoming and outgoing requests
  • plan and manage HelpLine budget
  • complete an operations plan/work plan for the HelpLine

HelpLine Information Services:

  • create and maintain a system for information evaluation to ensure information integrity
  • prepare and submit recommendations for systems enhancements as needed to ensure quality customer service and standards
  • create and maintain policies related to the HelpLine’s usage and management
  • respond to requests for information and referral as requested and needed
  • ensure best practices in the functions of the NAMI HelpLine including analysis, design, development, quality assurance, and management
  • participate as a member of the NAMI communications team and ensure connectivity between the HelpLine operations and the organization via the communications team

Strategic Communications and Public Relations:

  • assist the organization in the design and implementation of team strategic communications and public relations events as assigned to meet organizational goals.

Minimum Qualifications

  • Proven effectiveness in previous call center initiatives;
  • Strong writing, editing and verbal communication skills;
  • Excellent customer service and interpersonal skills;
  • Excellent project and time management skills

Preferred Qualifications

  • Interest in, and knowledge of, issues related to mental health


  • B.A. or B.S. Degree

How to Apply: 

Please visit   

Equal Opportunity Employer M/F/D/V