Helpline & Office Administrator

Description

Essential duties and responsibilities

RESPONSIBILITIES: General • Interact with program attendees, participants, staff, and families in a way that conveys support and demonstrates healthy behaviors • Maintain confidentiality and HIPPA requirements • Provide direct support to the Operations Manager and Chief Executive Officer and perform tasks assigned by the Operations Manager and Chief Executive Officer • Attend additional professional development opportunities as recommended by the Operations Manager • All other duties as assigned Helpline Management • Provide excellent service to Helpline seekers by applying the equivalent of reflective listening and motivational interviewing skills in the context of a telephone or electronic exchange • Assess needs of Helpline seekers and provide support, crisis intervention, de-escalation, and linkage to services through telephone and electronic communication • Understand help seekers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met • Operate as a liaison with 988 to take general referrals and warm hand-offs • Actively seek, develop and maintain a resource directory of mental health related service providers in NE FL, including vetting new and existing resources • Work with staff and volunteers to disseminate and share information from the resource directory • Provide on-site, remote, and after-hours supervision to the Helpline program, including consultations, debriefing, arranging coverage, and other duties as needed • Onboard and train newly engaged Helpline volunteers • Conduct quality assurance monitoring of Helpline volunteers to ensure quality metric goals are met and provide coaching and develop improvement plans as needed • Ensure all Helpline volunteers participate in training and maintain skills as needed for successful performance of duties • Collaborate with leadership on training logistics, including coordinating remote training, module assessments, role plays, shadowing, and other training activities • Actively seek and play a key role in the development of new workflows and continuous quality improvement initiatives • Ensure NAMI standards and program requirements are met • Adhere to privacy policies and demonstrate strict confidentiality regarding Helpline seekers, Helpline volunteers and staff Administrative • Performs general administrative duties to support the organization • Ordering and maintaining supplies and inventory • Assist in the onboarding and new and/or ongoing trainings for staff • Assist in the development of monthly board meeting materials, minutes and supports the Board of Directors as needed Communication and Outreach • Participate in health fair tabling events, where you will represent NAMI Jacksonville, provide information, and engage with the public to promote mental health awareness and our services • Create, update, manage, and distribute outreach and publicity material • Develop and manage communications to ensure program-related materials and other communications are prepared and disseminated effectively • Assist in planning and implementation efforts for community events, including NAMIWalks • Assist in development of NAMI newsletters • Other work as appropriate to promote and strengthen NAMI Jacksonville’s work and leadership role in the mental health and wellness community Database Management • Data organization and data entry of historical and new data into NAMI’s systems • Maintains donor, accounting and contract files • Manage donor tracking and acknowledgement • Manage record-keeping and data reporting processes • Maintain NAMI Jacksonville program database for volunteers, program tracking, and program leaders and data, as required by NAMI’s systems

Qualifications

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: • Support a growing non-profit organization • Excellent attention to detail and ability to self-manage completion of tasks • Time management skills and ability to adapt to changing situations and manage multiple priorities • Understanding of and sensitivity to the issues faced by individuals and families impacted by mental illness • Excellent verbal and written communication skills to establish and maintain strong working relationships with culturally diverse volunteers and members, their families, and caregivers as well as a wide range of community agencies and organizations • Self-motivation to problem solve and address issues • Proficiency in Microsoft Word, Excel, PowerPoint, maintaining databases, and organizing shared files required; Knowledge of Microsoft Teams, Canva, Constant Contact preferred • Ability to manage large ongoing projects to produce desired outcomes • Ability to maintain timely record keeping and report writing • Represent NAMI professionally and courteously at community venues • Computer literacy: ability to work with Microsoft Word, Microsoft Teams, Excel, PowerPoint and maintain Databases, and to organize shared files • Willingness to travel throughout Northeast Florida, requiring use of a personal vehicle • Willingness to work evenings and weekends as needed • Ability to walk, bend, sit, talk, hear, repetitive motion of wrist, hands and/or fingers, lifting 25 pounds, kneel, stoop, reach, push and pull

Education and Experience

REQUIRED EDUCATION AND EXPERIENCE: • Bachelor’s degree from an accredited educational institution or equivalent combination of education, training, and experience • 3-5 years in mental health navigation, crisis response, or peer support working with individuals and families affected by mental illness PREFERRED EDUCATION AND EXPERIENCE: • Knowledge of NAMI programs • Experience as a psychiatric nurse practitioner, case manager, mental health technician, or other mental health field • Experience working in program management, volunteer management, community networking and data reporting

Salary/Salary Range

$44,000 - $48,000

How to Apply

Please submit a resume (required) and cover letter (preferred) to admin@namijax.org outlining your qualifications for the position.