Mental Health Helpline Operator - Full Time

P3 Group; Waingroves; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Enhanced annual leave

Mental health wellbeing

EDI focus

Health cash plan

Employee assistance program

Bike2Work

Discounts

Rewards and recognition

Personal development

Volunteer days

Enhanced sickness pay

Earning potential

Additional equipment

Job summary

P3 Group is seeking a compassionate Helpline Operator for Derbyshire's Mental Health Helpline. You will provide calm telephone support to people in distress, offering emotional support, brief interventions, and risk assessments while recording contacts on NHS systems.

Working in a 24/7 rota, you will escalate to clinicians when needed, support safety planning, and collaborate with NHS staff and partner agencies. This frontline role requires empathy, resilience, and clear communication.

Responsibilities

• Provide calm, non-judgemental telephone support to individuals in distress.
• Assess risk, including suicide risk, and perform brief interventions as needed.
• Signpost to NHS and community services and escalate to clinicians when required.
• Record all contacts accurately on NHS systems and maintain safe, collaborative working relationships with NHS staff and partner agencies.

Job description

Hours: 37.5 hour per week

Shift Pattern: This is a 24/7 service, with a rota covering days, evenings, nights, weekends and bank holidays: Early: 08:00-16:30 Late: 16:00-00:00 Night: 23:00-08:30

Work Base: Office based

If you would like to arrange an informal meeting or have a discussion regarding the role, please contact Lee on 07521426147.

We are seeking a compassionate and resilient individual to join our Mental Health Helpline team as a Helpline Operator.

This frontline role is the first point of contact for people accessing mental health support in Derbyshire. You will provide calm, non-judgemental telephone support to individuals in distress, helping to prevent escalation to clinical services where appropriate. This includes emotional support, brief interventions, risk and suicide risk assessments, and signposting to NHS and community services. You will also elevate to clinicians when required, support safety planning, and ensure accurate recording of all contacts using NHS systems. Building rapport quickly and providing reassurance will be key to the role.

The role involves handling helpline calls with professionalism, compassion, and sensitivity, ensuring each person feels heard and supported. It includes thoughtfully assessing risk, including suicide risk, while providing emotional support and brief interventions tailored to individual needs. Cases are escalated to clinicians where appropriate, and individuals are supported with safety planning and self-management strategies, alongside being guided towards relevant NHS and community services. Accurate and timely recording of all activity on NHS systems is essential, as is building and maintaining strong, collaborative working relationships with NHS staff, police, and partner agencies.

We are looking for someone who is empathetic, calm under pressure, and an effective communicator. The role requires the ability to assess risk, respond appropriately to a range of situations, and demonstrate a strong commitment to equality, diversity, and inclusion.

Please note, this post is subject to an enhanced check made by the Disclosure and Barring Services, paid for by P3.

P3 reserve the right to close this advert earlier than the stated closing date.

P3 is an equal opportunities employer and is committed to combating all forms of discrimination.

P3 have committed to achieving 'Net Zero' Carbon emissions by 2050. Our Carbon Reduction Plan is available via the P3 website.

In partnership with Treeapp, for every new employee, we plant a tree at one of their planting sites worldwide.

Our Charity

Established in 1972, P3 Charity is a modern, forward-thinking organisation providing support services to people facing social exclusion across the UK.

We offer a wide range of services, including homelessness prevention, supported housing, mental health support, community advice, hoarding support and services for young people.

We're a person-centred organisation who works alongside people to improve lives. We do this by strengthening communities, unlocking potential and creating new possibilities. We tackle challenges others won't and we go the extra mile. We believe in collaboration - both within our teams and with the local community - to achieve the best outcomes. Our values-driven approach means we recruit for values and train for skills.

What We Offer

• Enhanced Annual Leave Entitlement - 27 days annual leave per year, plus bank holidays.
• Commitment to Mental Health and Wellbeing - people are at the heart of what we do; you'll also have access to our National Wellbeing Lead and Regional Wellbeing Champions.
• EDI Focus - an opportunity to join other colleagues to raise awareness and steer initiatives, contributing to our inclusive culture.
• Paycare Health Cash Plan - you can claim back costs for a wide range of everyday health expenses, including optical, dental, physiotherapy, and more, within an annual limit.
• Employee Assistance Program - access to 24/7 GP appointments, 1-1 counselling and health assessments.
• Bike2WorkScheme - the Bike2Work Scheme is part of the Government's Green Transport Plan, designed to encourage healthier, more sustainable travel.
• Discounts - access to Paycare Perks and Tickets for Good.
• Reward and Recognition - such as team away days, P3's Annual conference and Colleague Awards Ceremony.
• Personal Development Opportunities - including mentoring, training, secondments, job shadowing, and more.
• Colleague Volunteering Programme -one day paid leave per year to volunteer in the community
• Enhanced Sickness Pay - based on your length of service.
• Earning Potential - optional overtime and refer a friend bonus scheme.
• Additional Equipment Provision - some employees may be provided with additional equipment including workwear, tools and use of a company van or car.