Empathetic Support Specialist

5 days ago


Arlington, Virginia, United States National Alliance on Mental Illness Full time

The National Alliance on Mental Illness (NAMI) is a leading organization dedicated to providing mental health information, resource referrals, empathy, and hope to individuals affected by mental health conditions.

As an Empathetic Support Specialist with NAMI, you will play a vital role in responding to help-seekers' needs, from answering basic questions to helping navigate serious, complex issues.

This rewarding position requires excellent communication skills, particularly in active listening and conveying a respectful, empathetic tone, over phone, web chat, and text communication. Analytical ability with problem-solving skills and resourcefulness are also essential for assessing help-seekers' needs and finding correct resources in a timely manner.

A strong understanding of mental health conditions, treatments, recovery, and mental health care systems is preferred, as well as the ability to conduct basic internet research quickly while managing multiple conversations or sessions simultaneously.

NAMI offers free online training, onboarding, and coaching to prepare HelpLine Specialists for this critical role. The organization invests significantly in recruiting, training, and coaching each HelpLine Specialist, and we are looking for passionate individuals who can commit to:

  1. Completing the training within 3 weeks;
  2. Serving during the days/shifts indicated on their application; and
  3. Fulfilling a four-month service commitment.

In return, NAMI provides a supportive virtual community for its specialists, ongoing support throughout each shift via cloud-based technology and direct messaging social media platforms, and regular team meetings to share experiences and information.

Key qualifications include a student or professional background in mental health, lived experience, demonstrated reliability, professionalism, and punctuality, respect and compassion for people affected by mental health conditions, and the ability to manage emotionally stressful situations with positivity and open-mindedness.

The estimated salary for this position is approximately $15-20 per hour, depending on location and experience. This represents an annual salary range of $31,200-$41,600 based on a 30-hour workweek. In addition to competitive pay, NAMI offers a unique opportunity to make a meaningful difference in people's lives and contribute to a respected organization in the field of mental health.



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