Mindline Shift Lead: 24/7 Helpline Operations

MIND IN SOMERSET; Taunton; On-site; GBP 36,000 - 46,000; Full time

Job summary

Mind in Somerset seeks an experienced operational lead to head Mindline shifts within our 24/7 and out-of-hours helplines, ensuring safe, effective, and consistent service delivery. The role covers staff and volunteers, with focus on wellbeing, performance, attendance and development.

You will support the Project Lead and Operations Manager in planning, reviewing and improving Mindline services, ensuring learning reflects current requirements and best practice across our growing system.

Responsibilities

• Operational leadership and shift supervision
• Oversee the safe and effective running of allocated Mindline shifts and provide clear operational leadership throughout the shift.
• Provide timely advice, guidance and support to call handlers employee and volunteers, including support with complex, distressed or high-risk contacts.
• Provide regular, structured line management to designated employee and volunteers, including one-to-one meetings, well-being conversations and agreed follow-up actions.
• Set clear objectives and expectations, monitor progress and provide constructive, evidence-based feedback.
• Work within Mind in Somersets policies, procedures, delegated authority and agreed service standards.
• Respond to safeguarding and risk concerns in accordance with organisational procedures and escape without delay where required.
• Contribute to the continuous development of Mindline services and associated digital support offers.
• Identify operational themes, risks and improvement opportunities and share these clearly with the Mindline Project Lead & Mindline Operations Manager.
• Act in accordance with Mind in Somersets values, policies and commitment to equity, diversity, inclusion and anti-discriminatory practice.
• Take reasonable care for personal health and safety and that of colleagues, volunteers and people using the service.

Job description

Mind in Somerset seeks an experienced operational lead to head Mindline shifts within our 24/7 and out-of-hours helplines, ensuring safe, effective, and consistent service delivery. The role covers staff and volunteers, with focus on wellbeing, performance, attendance and development.

You will support the Project Lead and Operations Manager in planning, reviewing and improving Mindline services, ensuring learning reflects current requirements and best practice across our growing system.