Guide-Line Support Worker

Mind in Bradford; Bradford; Remote; GBP 17,000 - 23,000; Full time

Benefits offered by this job

25 days annual leave per year

Flexible working opportunities (remote

Pension contributions

Employee assistance service

Job summary

Bradford District and Craven Mind is seeking a committed Guide-Line Support Worker to deliver confidential emotional support to service members via telephone and live chat across Bradford District and Craven. The role operates on weekend shifts (Saturday 3:00pm–8:30pm, Sunday 6:30pm–12:00am) with a remote base, emphasizing safeguarding and accurate record-keeping.

Responsibilities include signposting to crisis services, maintaining shields of confidentiality, and working closely with teammates

Qualifications

• Excellent written, verbal and non-verbal communication skills.
• Ability to work autonomously and as part of a team.
• Excellent IT skills including Microsoft Office and online systems.

Responsibilities

• Provide confidential and emotional support via telephone and live chat.
• Signpost and refer individuals to relevant services including crisis support.
• Maintain up-to-date electronic records of contacts and safeguarding incidents.

Skills

Excellent communication

Autonomous / team player

IT skills (MS Office)

Job description

Job Description

• Salary scale: £14.46 per hour
• Contract: Permanent
• Hours: Saturday 3pm-8:30pm, Sunday 6:30pm-12am
• Base: Remote
• Probationary Period: Six months
• Closing Date: Thursday 5th November 2026
• Interview Date: Monday 16th November 2026
• Questions: In the first instance any enquiries to be emailed to [email protected]. For an informal chat about the role before applying please contact [email protected]

About Us

Bradford District and Craven Mind is a thriving, independent mental health charity with a clear purpose to promote positive mental wellbeing and empower and help people experiencing issues with their mental health to manage and work towards recovery and fulfilment.

We do this through:

• Building community and individual resilience for better mental wellbeing
• Providing early intervention advice and support
• Supporting people in crisis
• Empowering and helping people to recover and sustain improved wellbeing

Watch this video to find out what it's like to work here:

https://www.youtube.com/watch?v=KxbMQk_ALwQ

Read our latest Impact Report and 2024-28 Strategy:

https://www.bdcmind.org.uk/about-us/

Find out more about our approach to Equity, Diversity and Inclusion:

https://www.bdcmind.org.uk/about-us/equity-diversity-and-inclusion/

Join us and you'll receive:

• 25 days annual leave per year, rising to 28 days with length of service plus bank holidays
• Up to two additional leave days to use each year to support your wellbeing.
• Flexible working opportunities to support work-life balance, including hybrid and remote working where suitable for the role.
• Simply Health Cash Plan to claim back on personal health costs including dental, optical, prescriptions, physiotherapy and more.
• Employee Assistance Service including 24/7 confidential mental health support and access to structured therapy sessions.
• Generous pension scheme and employer contribution to help you plan for a secure future.
• Discount schemes including Company Shop and Blue Light Card.
• Excellent personal development opportunities including access to Clinical Supervision.
• Enhanced sick pay after your six-month probation.
• Accredited employer with Mindful Employer, Disability Confident and Real Living Wage.
• Generous death in service/life assurance benefit

Role Background

We are seeking an experienced and motivated Guide-Line Support Worker, to work as part of the team providing emotional support to service members across Bradford District and Craven. Guide-Line provides confidential, emotional support to children, young people and adults every day and night from 8am to midnight. The service can be accessed either via phone call or live chat, and is vital in supporting the wellbeing of people of all ages within our community.

PLEASE NOTE - The current vacancies are available for shifts on Saturday (3:00pm-8:30pm) and Sunday (6:30pm-12am). These shifts may be covered by separate individuals, so applicants are welcome to apply for either shift or both.

Role Purpose

As a Guide-Line Support Worker, you will provide confidential and emotional support, guidance, information and signposting to children, young people and adults who contact Bradford District and Craven Mind's Guide-Line telephone helpline and live chat service. You'll be responsible for maintaining accurate and up to date records of contacts with service members, as well as appropriately responding to and documenting incidents, including safeguarding concerns. By acting with compassion, empathy and respect in supporting service members with issues or concerns, you'll be positively contributing to the organisation's vision: No one in Bradford District and Craven has to face a mental health issue alone

Role Outcomes

• To provide telephone and live chat support to individuals who contact Guide-Line
• To signpost and refer individuals to relevant services for additional support where necessary, including crisis services
• To provide a safe, non-judgmental environment for service members to discuss their issues or concerns
• To work effectively with and support colleagues on shift as needed
• To maintain up to date electronic records of support, including service member information, adhering to data protection regulations and best practices
• Successfully complete all mandatory and role-specific training to ensure best practices in safeguarding, management of incidents, data protection, health and safety and mental health awareness
• To be familiar with and work in alignment with our mission, objectives, policies and core values: Caring Always, Working Together, Supporting Everyone, Enabling All and Continually Improving
• To understand Bradford District and Craven Mind's 'Service Member Partnership Agreement' and to ensure that it is followed at all times by service members
• Actively engage in supervision, team meetings and company events to contribute to a well-connected, informed and supportive team environment

Person Specification

BDC Mind is committed to promoting mental health awareness, reducing stigma, and improving the quality of life for people with mental health challenges. We value diversity, inclusion and lived experiences when recruiting our staff and volunteers.

Experience

Essential:

• Experience working with service members experiencing mental health challenges

Desirable:

• Experience of using an electronic recording system for service member details
• Experience providing support to service members via telephone and/or live chat

Skills and Abilities

Essential:

• Excellent written, verbal and non-verbal communication skills
• Able to work autonomously and as part of a team
• Excellent IT skills including the use of Microsoft Office packages and online systems

Knowledge

Essential:

• Understanding of key current issues within mental health and issues faced by people with mental health difficulties
• Understanding of confidentiality and data protection
• Up to date knowledge of best practice approach to safeguarding adults and children, with an awareness of how to recognise and respond to concerns

Desirable:

• Knowledge of the mental health system and other services available in the local area

Attitude and Personal Attributes

Essential:

• Passionate and enthusiastic
• A solution-focussed approach and can-do attitude
• Commitment to personal and professional development
• Commitment to equity, diversity and inclusion
• Commitment to and alignment with BDC Mind core values: Supporting everyone, Caring Always, Continually Improving, Enabling all and Working Together