Helpline Coordinator (Part-time, weekday evenings)

This position is open only to applicants who live in the Greater Cleveland/ Northeast Ohio area.

About NAMI Greater Cleveland

NAMI Greater Cleveland is a nonprofit mental health organization dedicated to improving the lives of individuals and families affected by mental illness through education, support, and advocacy. We’re looking for a dedicated and empathetic Helpline Coordinator to join our team part-time and help us provide timely, compassionate support to those seeking mental health information and resources.

Position Summary

The Helpline Coordinator is responsible for responding to inquiries and offering support, referrals, and guidance to individuals living with mental health conditions, their families, and community members. This role is key in overseeing evening Helpline operations and supporting volunteers and interns engaged in programming after regular business hours.

Key Responsibilities
• Respond to Helpline calls, emails, and messages with empathy, accuracy, and timeliness
• Handle urgent, complex, or crisis communications with appropriate follow-up
• Support and monitor Helpline interns and volunteers during evening shifts
• Maintain updated information on local mental health resources
• Ensure consistency and quality of Helpline services
• Maintain records and documentation for internal and external reporting
• Administer caller satisfaction surveys to improve service quality
• Collaborate with staff to implement new programs and procedures
• Take on special projects and tasks as directed by leadership

Required Qualifications
• Associate’s degree in social work, psychology, or a related human services field
• Minimum of 2 years’ experience in mental health intake, referrals, or direct services
• Availability for evening hours Monday–Thursday, plus some weekends
• Experience supporting individuals with mental illness and their families
• Knowledge of Cuyahoga County mental health services and systems
• Volunteer or intern supervision experience
• Excellent active listening, verbal, and written communication skills
• Computer proficiency (Microsoft Office)
• Ability to maintain confidentiality and accurate records

Preferred Qualifications
• Bilingual (English/Spanish)
• Active Ohio license as LPC or LSW (or equivalent)
• Bachelor’s degree in social work, psychology, or a related field
• Experience working on a helpline or crisis line
• Valid Ohio driver’s license and reliable transportation

Personal Characteristics
• Passion for NAMI’s mission and mental health advocacy
• High emotional intelligence and professionalism
• Strong organizational skills and attention to detail
• Self-motivated and proactive with a collaborative mindset
• Ability to build trust and connect with individuals from diverse backgrounds

Working Conditions

This role includes a combination of in-office and remote work, regular evening hours, and occasional local travel. Must be able to lift or move up to 20 lbs occasionally. Reliable transportation is required.

Job Type: Part-time

Pay: $21.00 – $23.50 per hour

Expected hours: 20 per week

Benefits:
• Dental insurance
• Paid time off
• Vision insurance

Schedule:
• Evening shift
• Monday to Friday
• Weekends as needed

Education:
• Associate (Preferred)

Experience:
• Mental Health: 2 years (Required)

Work Location: Remote