Helpline MSW INtern

About the position

The Helpline MSW intern will be part of the Helpline team to support NAMI Chicago’s mission by providing direct support to individuals and families seeking support from the NAMI Chicago Helpline. The NAMI Chicago Helpline provides information, resource referrals and emotional support to people living with a mental health condition, their family members and caregivers, mental health providers and the public. Through empathic, active listening, MSW interns gain understanding of concerns that led to caller engagement with the Helpline and explore subsequent needs. Helpline MSW interns often support individuals and families with sensitive human service issues while projecting a non-judgmental attitude that allows those requiring assistance to feel heard and supported as they navigate the healthcare system.

Responsibilities

• Provide telephonic, text and chat support, education, information, assessment of need and referrals to individuals and families specific to mental and emotional health needs.
• Engage in de-escalation, safety planning, risk assessment, and emotional support for those needing crisis intervention.
• Maintain contact notes, agency resource records, and other documentation using NAMI Chicago’s database system.
• Engage in follow-up contacts as needed to provide ongoing support, safety planning and resource navigation.
• Assist contacts in problem-solving, goal setting and communication skills building.
• Coach people through navigating service access, specifically the mental health and social service resources and support available to people throughout Chicago and Cook County.
• Ability to multitask during a contact e.g., remaining engaged in conversation, documenting information, assessing needs, and identifying responses to the contacts needs.
• Exemplify NAMI Chicago’s team approach by participating in case review, supporting coworkers, and attending scheduled trainings.
• Perform other duties as assigned by leadership.

Requirements

• Strong desire to learn about the systems of care in Illinois and Cook County, as well as how to integrate information from the classroom to the internship.
• Ability to make real-time rapid assessments of the contact, dexterity in judgement and navigation of a conversation, recognition of appropriate utilization of leadership support and self-regulation of response to interactions with contacts.
• Effective verbal and written communication skills, with the ability to communicate with those in crisis, their families and community stakeholders.
• Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.
• Familiar with community resources.
• Growth mindset.

Nice-to-haves

• Experience in telephonic and/or chat/text outreach, crisis, and case management preferred.
• Experience with text and chat functionality welcomed.
• Experience with youth and young adults and mental health preferred.

Benefits

• Unpaid Internship