Helpline Operator

Betsi Cadwaladr University Health Board; Wrexham; Presencial; GBP 21 000 - 25 000; Tempo integral

Resumo da oferta

The Welsh-language required role at Betsi Cadwaladr University Health Board operates several 24-hour helplines from Grove Road, Wrexham. Helpline Operators respond to calls and return voicemails, offering emotional support, information and literature for people with mental ill health, dementia, addiction, and related issues.

Excellent telephone and communication skills are essential, with flexibility to cover nights, weekends and bank holidays.

Qualificações

• Excellent telephone skills and clear verbal communication are essential.
• Knowledge of mental health and substance misuse issues is advantageous.
• Ability to work as part of a team and adapt to shifts, including weekends and nights.

Responsabilidades

• Respond to incoming calls on 24-hour helplines.
• Make outgoing calls in response to voicemail messages.
• Provide emotional support, information and literature to callers.

Conhecimentos

Excellent telephone skills

Good communication skills

Teamwork

Flexibility

Formação académica

Minimum 5 GCSEs or equivalent

Ferramentas

Basic computer skills

Descrição da oferta de emprego

Job Overview

The ability to speak Welsh is essential for this post. The Helplines Department currently operates several 24 hour helplines from a base at Grove Road in Wrexham. Helpline Operators respond to incoming calls on the helplines as well as make outgoing calls in response to voicemail messages. All of the helplines provide emotional support, advice, information and literature to callers living with mental ill health, dementia, Gambling addiction, and substance misuse issues as well as offering support to families, friends and carers.

The Helplines include the following;

• CALL Helpline- The all Wales mental health helpline. C.A.L.L. Mental Health Helpline - Community Advice and Listening Line (callhelpline.org.uk)
• DAN 24/7- The all Wales Drug & Alcohol helpline. DAN 247 – Wales Drug and Alcohol Helpline
• Wales Dementia Helpline. Wales Dementia Helpline - Supporting those living with Dementia and their Carers (callhelpline.org.uk)
• Drug Litter line. North Wales Drugs Litter Line: A dedicated freephone number for the public to report discarded needles and syringes
• All Wales Gambling Helpline
• All Wales Gambling Helpline

To cover 24 hours, 7 days a week with different shift options available.

Main duties of the job

The ability to work alone is essential. The ability to work inclusive of Bank Holidays, Christmas and New Year is an essential requirement of the post in line with the needs of the service. Applicants with knowledge of substance misuse issues and mental health would be especially welcome. Team working is vitally important as supporting colleagues during shifts is actively encouraged. Applicants will ideally have basic computer skills and experience of the issues and difficulties facing people living with mental distress or coping with drug/alcohol abuse problems. Full training will be given. Good communication skills is an essential requirement, the need to work flexibly is an important part of the role; This includes weekends and night shifts.

We strongly encourage prospective applicants to visit the Department for an informal discussion.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework. Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed Job Description And Main Responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Person specification

Essential Criteria

Qualifications and / or knowledge

• Minimum 5 GCSE’s or equivalent
• Knowledge of mental health issues including primary and secondary care services, severe and enduring mental conditions.
• Knowledge of substance misuse.
• Knowledge of dementia and the effects on care givers.

Experience

Essential criteria

• Dealing with the public on the phone.
• Excellent telephone skills/manner
• Working as part of a team. Lone working.
• Experience of working within an office environment
• Time management skills.