A conversation with the incredible folks behind the NAMI HelpLine
Mental health can feel hard to navigate, especially when you’re not sure where to start. That’s one of the reasons the NAMI HelpLine exists: to be a place people can turn to when they need information, resources, or simply to feel less alone. And, that’s why happy® prints information about NAMI and the HelpLine on all of our packaging.
Recently, our happy advocate, Mel sat down with Megan, NAMI’s national director of HelpLine services, and Gillian (Gil), NAMI HelpLine Specialist, to talk about what the HelpLine is, why it matters more than ever right now, and how everyday people can be part of the support system.
Q: For someone who’s never heard of the NAMI HelpLine, how would you describe it?
Megan:
The NAMI HelpLine is a free, nationwide peer support service. We provide information, resources, referrals, and support.
We often say “hope is a phone number.” The HelpLine exists so that people know there is always somewhere they can turn with someone on the other end who cares.
Gillian:
It’s a space for support and connection. Everyone deserves to feel cared for, heard, and supported. That’s what we offer every person who reaches out.
Q: Who is the typical help seeker, and who might not realize it’s a resource for them?
Megan:
We talk with people who are living with a mental health condition, their family members and caregivers, mental health providers, and the general public. People who might not realize it’s for them, too, are people who think they should have all the answers. NAMI is here to help with tools, resources, and understanding rooted in lived experience.
Q: We’ve heard that more people than ever are reaching out. What’s driving that increase?
Megan:
We’re seeing record-breaking call and connection volume, and it’s a reflection of the times people are living in. Many individuals and families are navigating really difficult circumstances. At the same time, the mental health care system has been shifting — including funding cuts and changes in access to care.
Gillian:
We’re also hearing from people who simply want to connect with someone who understands. They want to know they’re not alone. That combination has led to a significant increase in outreach, and it’s why this moment is such an important one for the mental health community.
Q: What does this increase in demand mean for the HelpLine right now?
Gillian:
It means that volunteers are more important than ever. As our reach expands and more people seek support, we need more trained, compassionate individuals to help ensure that everyone who reaches out has someone there for them.
Q: As a volunteer, what does that experience look like?
Gillian:
It can be both a very rewarding and sobering experience. At the NAMI HelpLine we do our best to promote self care and wellness for our volunteers and team. You cannot pour from an empty cup. We offer wellness and self-care materials and monthly events.
Megan:
In addition to events that focus on self-care, we try to promote a really supportive environment for volunteers. We match all of the volunteers 1:1 with a coach. They have regular meetings to ask questions, role play skills, and deepen their learning. We provide a really rich educational experience, over 21 hours of training prior to ever taking a call. They’re thoroughly prepared - and they’re never alone on a shift. We put 2 staff online with them for immediate support for any question that might come up.
Q: What would you say to someone who’s considering volunteering, but isn’t sure they’re “qualified enough”?
Megan:
If you're someone who cares about NAMI’s mission and want to support people affected by mental illness and their loved ones, that’s the heart of it. If you’re someone who’s been on a mental health recovery journey yourself or supported someone you care about in their mental health recovery, you are the volunteer we’re looking for. Volunteering is a way to help people build better lives, and you don’t have to have all the answers to make a real difference.
Gillian:
Honestly? Go for it.
You learn so much about the mental health community, about other people, and about yourself in a supportive environment. And there’s a really meaningful feeling that comes from being part of something that matters.
A small action that can make a big difference
The NAMI HelpLine is proof that support doesn’t always have to be complicated. Sometimes, it starts with simply showing up — listening, caring, and being willing to help someone feel less alone.
If this conversation resonated with you, volunteering might be one way to turn that care into action.
👉 Learn more about the NAMI HelpLine and volunteer opportunities at nami.org
To learn more about our partnership with NAMI, visit our website or click here to download a poster for your organization
(And if you or someone you love ever needs support, the HelpLine is always there.)
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