Mental Health Helpline Operator (Temporary until July 2026)

P3; Waingroves; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A social service organization in Waingroves is seeking a Mental Health Helpline Operator to provide essential telephone support to individuals in mental health distress. The role requires excellent interpersonal skills, an understanding of mental health issues, and offers flexible working hours along with training opportunities. Join a passionate team and make a real impact on lives.

Benefits

27 days annual leave plus Bank Holidays

Pension Scheme

Employee Assistance Programme

Excellent Training Opportunities

Flexible Working Options

Qualifications

• Excellent understanding of mental health and the individual needs of the people who access the service.
• Knowledge of a call centre environment is desirable but not essential; training will be provided.
• Kind, caring, and supportive nature with great interpersonal skills.

Responsibilities

• Provide telephone support to prevent escalation to clinical interventions.
• Establish rapport and assess the level of risk and need.
• Provide advice and guidance, exploring practical solutions.

Skills

Understanding of mental health

Interpersonal skills

Organisational skills

Job description

Overview

Job Title: Mental Health Helpline Operator (Temporary until July 2026)

Hours: 37.5 hours per week

Shift Pattern: Flexible covering Monday to Sunday

We have an exciting opportunity for a Mental Health Helpline Operator to join our Derbyshire Mental Health Helpline team. The Mental Health Helpline service runs as a partnership between P3, Derbyshire Health Care NHS Foundation Trust, the police and Crime Commissioner and the Clinical Commissioning Group so you will have the opportunity to collaborate with passionate individuals, drive service excellence, and implement strategic initiatives that make a real impact, improving the lives of people facing mental health challenges.

Responsibilities

• Provide telephone support to people using the helpline services with the objective of preventing escalation to a clinical mental health intervention.
• Being the first point of contact within the Mental Health Helpline; greet callers, establish rapport, and assess the level of risk and need.
• Provide advice and guidance to callers, exploring practical solutions, utilising community resources where possible and signposting callers to relevant services.
• Follow up support will be provided on a planned non-crisis basis.

Qualifications / Requirements

• Excellent understanding of mental health and the individual needs of the people who access the service.
• Knowledge of a call centre environment is desirable, but not essential as full training will be given to fulfil the expectations of this role.
• You will be kind, caring and supportive with great interpersonal skills; be organised and efficient; proactively contribute to a positive and healthy team culture.

About Us / Values

P3 is a modern, forward-thinking organisation, delivering excellent services for people who face social exclusion. Our values are that we innovate in our work. We're different, creative and like to think of new solutions. We are helpful in everything that we do. We\'re always friendly and approachable. We are passionate about people. We believe that what we do can make a real and lasting difference. We are determined to tackle problems that others won\'t. We always go the extra mile and work with dedication and commitment. We work together internally and externally to ensure the best outcomes for the people we support.

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

Benefits

• 27 days annual leave per year, plus Bank Holidays
• Pension Scheme
• Paycare Employee Assistance Programme
• Excellent Training Opportunities
• Flexible Working Options Available

Other Information

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

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

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