Helpline Operator

Betsi Cadwaladr University Health Board; Wrexham; Presencial; GBP 21 000 - 27 000; Tempo integral

Resumo da oferta

Betsi Cadwaladr University Health Board is seeking a Helpline Operator to support 24/7 Welsh-language helplines from Grove Road, Wrexham. The role involves responding to calls, managing voicemails and providing emotional support, information and literature to callers dealing with mental ill health, dementia and substance misuse.

Applicants should have strong telephone skills, be able to work as part of a team or alone, and possess basic office experience.

Qualificações

• Minimum 5 GCSEs or equivalent.
• Knowledge of mental health issues is beneficial for callers.
• Knowledge of substance misuse and dementia helpful.
• Experience of working in an office environment desirable.

Responsabilidades

• Respond to incoming helpline calls and handle voicemails.
• Provide emotional support, information and literature to callers.
• Work as part of a team while also able to lone-work when required.
• Maintain professionalism and good communication with callers.

Conhecimentos

Phone interaction

Telephone etiquette

Teamwork

Office experience

Time management

Formação académica

GCSEs or equivalent

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.

Helplines

• 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 or

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.