Rachael Rae Giberson

Senior Manager, Helpline Operations @Nami

Arlington, VA, US

Manage day-to-day operations of helpline service program for the nation\'s largest grassroots mental health organization and ensure that program sets and meets service delivery and quality standards, including hiring, training, and managing a staff of 3-5 operations coordinators who supervise 25-30 helpline volunteer specialists eachManage master schedule to a high degree of accuracy, including planning and calibrating staffing levels and coordinating schedules for a workforce of 325+ HelpLine Specialists per yearAssist staff and specialists with challenging, complex, and high-risk situations and collaborate with clinical team on the development of peer-informed mental health resources and materialsCollaborate with the Director, NAMI HelpLine Operations and Workforce Development team to establish recruitment goals that provide adequate coverage of HelpLine shiftsCoach staff and volunteer workforces in the consistent, effective delivery of culturally considerate and trauma informed helpline serviceKey player in the successful, on-time implementation of Twilio cloud-based communications platform update, including planning and overseeing technology testingNavigate serious HelpLine incidents involving imminent threats of serious physical harm or death to help seekers or others by leveraging strong crisis management skills, sound judgement, and the ability to remain calm under pressureManage volunteer workforce communication channels, including weekly newsletter, weekly bulletin board, multiple daily Slack posts, and daily standup meetings; serve as the primary source of accurate, timely information about procedures, protocols, and eventsRedesigned weekly volunteer workforce shift meeting to improve engagement and participationRepresent NAMI and the NAMI HelpLine

Central Michigan University

Bachelor of Science - BS