Part Time (Evening Shift) Mental Health Helpline Worker

Rethink Mental Illness; United Kingdom; Remote; GBP 9,200 - 11,000; Part time

Benefits offered by this job

Ongoing training and development

Regular supervision

Supportive team

Meaningful impact on lives

Flexible home-based role

Job summary

Rethink Mental Illness is seeking a Mental Health Recovery Helpline Worker to join our 24/7 helpline team, working from home on a part-time basis (14.5 hours per week). The role includes evening shifts and a weekend rota, providing emotional support and signposting to appropriate services.

You'll work to de-escalate crises, complete assessments, and help callers identify recovery goals, while collaborating with NHS partners and maintaining accurate records.

Qualifications

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

Responsibilities

• Provide telephone-based emotional support and crisis de-escalation.
• Complete assessments and identify support needs.
• Develop and review support, safety and risk management plans.
• Support people to identify recovery goals and take steps to achieve them.
• Signpost and refer to community services and specialist support.
• Work collaboratively 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 interactions.

Skills

Empathy

Communication skills

Independent working

Teamwork

Education

NVQ Level 3 in Care

Job description

Location: Homebased

Contract: Permanent 14.5 hours

Salary: £10,168.61

DBS Check: Enhanced with Adults and Children

This post is a part-time mental health helpline worker position, working the following hours :

5 hours 4pm-9pm

5 hours 4pm-9pm

4.5 hours 4pm-8:30pm

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.