Mental Health Helpline Worker

Rethink Mental Illness; Dudley, Wolverhampton, Sandwell, Walsall; Remote; GBP 13.000 - 15.000; Teilzeit

Benefits dieser Stelle

Training & development

Regular supervision

Supportive team

Impactful shifts

Help people find hope

Zusammenfassung

Rethink Mental Illness is seeking a Mental Health Recovery Helpline Worker to provide telephone-based emotional support to individuals in urgent distress. This part-time role operates 12pm–5pm, 4 shifts per week, from home, with a weekend rota every four weeks and DBS Enhanced clearance.

You will work as part of a 24/7 service supporting callers in Dudley and surrounding areas, maintaining records and coordinating with NHS partners. A compassionate, recovery-focused approach is essential.

Qualifikationen

• Experience supporting people with mental ill health in health or social care settings (paid or voluntary).
• Ability to assess needs and develop risk management plans.
• Strong knowledge of mental health and intervention approaches.
• Excellent communication, listening and relationship-building skills.

Aufgaben

• Provide telephone-based emotional support and crisis de-escalation.
• Complete assessments and identify support needs.
• Develop and review support, safety and risk management plans.
• Help callers identify recovery goals and take positive steps.
• Signpost and refer to community services and specialist support.
• Collaborate with NHS partners and external agencies.
• Maintain accurate records using electronic systems.
• Support volunteers and contribute to service improvement.
• Promote recovery, hope and independence in every interaction.

Kenntnisse

Experience with mental health support

Assessing needs and risk

Communication & de-escalation

Independent work in team

Relationship-building

Ausbildung

QCF Diploma / NVQ Level 3 in Care (Desirable)

Cert in Community Mental Healthcare (Desirable)

Jobbeschreibung

Location: Homebased
Contract: Permanent 20 hours
Salary: £14,025.66
DBS Check: Enhanced with Adults and Children

This post is a part-time mental health helpline worker position, working the following hours 12pm-5pm 4 shifts per week (20hrs).

The helpline has a weekend rota in place, requiring staff to work one full weekend (Saturday & Sunday) every 4 weeks.

The helpline runs 365 days a year, the post holder is required to work bank holidays. Annual Leave is not permitted over the Christmas and New Year period; at this time, we operate a rota where staff are permitted to work three 4-hour shifts alongside their usual hours.

Working from home as part of a dedicated team, you'll be there for people experiencing urgent mental health concerns, offering emotional support, de-escalation, guidance and signposting to appropriate services. You'll help people regain control, build resilience and access the support they need to move forward.

About the Service

The Rethink Mental Illness Black Country 24/7 Helpline provides free, round-the-clock support for people living in Dudley, Wolverhampton, Sandwell and Walsall who are experiencing urgent mental health difficulties. The service works alongside NHS clinical colleagues to provide timely support, helping people access the right help at the right time.

What You'll Be Doing

As a Mental Health Recovery Helpline Worker, you'll use your communication skills, empathy and professional judgement to support callers through periods of distress and uncertainty. Your role will include:

• Providing telephone-based emotional support and crisis de-escalation.
• Completing assessments and identifying support needs.
• Developing and reviewing support, safety and risk management plans.
• Supporting people to identify recovery goals and take positive steps towards achieving them.
• Signposting and referring individuals to community services and specialist support.
• Working collaboratively with NHS partners and external agencies.
• Maintaining accurate and timely records using electronic systems.
• Supporting volunteers and contributing to continuous service improvement.
• Promoting recovery, hope and independence in every interaction.

Who We're Looking For

You'll be someone who is passionate about supporting people affected by mental illness and committed to delivering person-centred, recovery-focused support.

Essential

• Experience supporting people with mental ill health, or experience delivering care and support in a health or social care setting (paid or voluntary).
• Ability to assess an individual's needs and circumstances and develop effective support and risk management plans.
• Strong knowledge of mental health and appropriate intervention approaches.
• Excellent communication, listening and relationship-building skills.
• Ability to work independently while remaining an effective team member.
• A commitment to the values and behaviours of Rethink Mental Illness.

Desirable

• QCF Diploma, NVQ Level 3 in Care, Certificate in Community Mental Healthcare, or an equivalent qualification.
• Experience working within crisis support, helpline services, mental health services or community-based support.

In return, you'll benefit from:

• Ongoing training and development opportunities.
• Regular supervision and support.
• The opportunity to work within an experienced and supportive team.
• A role where every shift can make a life-changing difference.
• The chance to help people find hope, safety and support when they need it most.