Shift Supervisor - Helpline

Mental Health Matters

Sunderland

Hybrid

GBP 28,000 - 31,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary

25 days annual leave

Employer pension

Flexible working

Wellbeing resources

Job summary

Mental Health Matters in Sunderland is seeking a Helpline Shift Supervisor to lead on-call support within the 24/7 helpline. You will provide direct, recovery-focused support while ensuring the helpline runs safely and efficiently during your shift.

You will assess risk, de-escalate crises, coordinate referrals and signposting, and support colleagues through handovers. The role requires coordinating workloads and contributing to service improvement in a hybrid work setting.

Qualifications

Hold a Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma within six months, or already hold Level 3 Diploma or equivalent.
Experience supporting people within mental health, health, social care or related support environments.
Experience providing emotional support via face-to-face, telephone or digital services.
Experience assessing risk, responding to crisis and making safeguarding referrals.
Ability to coordinate colleagues within a busy operational environment.
Excellent communication and active listening skills, including telephone counselling.

Responsibilities

Provide Helpline Shift supervision, overseeing 24/7 operations.
Assess risk and de-escalate crisis situations.
Coordinate referrals and signposting as needed.
Allocate workloads and monitor service demand during shifts.
Offer guidance and debriefs to colleagues and ensure smooth handovers between shifts.
Contribute to continuous service improvement to maintain high quality support.

Skills

Mental health experience

Emotional support

Risk assessment

Communication skills

Active listening

Crisis management

Record keeping

Equality and inclusion

Education

Level 2 Certificate in Counselling

Level 3 Diploma or equivalent

Job description

Job summary

As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift. Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care.

Main duties of the job

Our Helpline provides confidential emotional support to people experiencing emotional distress, poor mental health or crisis through telephone, webchat and text services. Available 24 hours a day, 365 days a year, we offer compassionate support when people need it most, helping them access the right services and promoting recovery. As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift. Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care. You'll assess risk, de-escalate crisis situations, coordinate referrals and signposting, and make informed decisions under pressure. As the designated shift lead, you'll allocate workloads, monitor service demand, provide guidance and debriefs for colleagues, troubleshoot operational issues and ensure effective handovers between shifts. Working closely with the Helpline Team Leaders and wider management team, you'll contribute to continuous service improvement, maintain high standards of quality and help create a supportive environment where colleagues can thrive while delivering exceptional support to the people who rely on our service.

About us

Mental Health Matters (MHM) is a national charity delivering innovative, life-changing mental health support for individuals and communities across the UK. Through our diverse range of services, we help people improve their mental wellbeing, overcome barriers and lead fulfilling lives. Everything we do is people focused. Whether supporting those who access our services or investing in the wellbeing and development of our colleagues, people are at the heart of MHM. Our workforce is the driving force behind our success, and we are committed to creating an inclusive, supportive and values-led environment where talented individuals can thrive and make a meaningful difference. By joining MHM, you'll become part of a compassionate and ambitious organisation committed to improving mental health, promoting recovery and creating positive change in communities across the country.

Job responsibilities

Helpline Shift Supervisor.

Hours of work: 37.5 hours

Salary: £28,203 with progression to £31,141.70

Location: Hybrid - Waterside House, Sunderland, SR5 2TZ

About the role

We have an exciting opportunity for a Helpline Shift Supervisor to join our dedicated 24/7 Helpline team at Mental Health Matters. Our Helpline provides confidential emotional support to people experiencing emotional distress, poor mental health or crisis through telephone, webchat and text services. Available 24 hours a day, 365 days a year, we offer compassionate support when people need it most, helping them access the right services and promoting recovery. As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift. Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care. You'll assess risk, de-escalate crisis situations, coordinate referrals and signposting, and make informed decisions under pressure. As the designated shift lead, you'll allocate workloads, monitor service demand, provide guidance and debriefs for colleagues, troubleshoot operational issues and ensure effective handovers between shifts. Working closely with the Helpline Team Leaders and wider management team, you'll contribute to continuous service improvement, maintain high standards of quality and help create a supportive environment where colleagues can thrive while delivering exceptional support to the people who rely on our service.

About you

Hold a Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first six months of employment, or already hold a Level 3 Diploma or equivalent.
Have experience supporting people within mental health, health, social care or a related support environment.
Have experience providing emotional support either face‑to‑face or via telephone or digital services.
Have experience assessing risk, responding to people in crisis and making appropriate safeguarding or emergency referrals.
Be confident supporting and coordinating colleagues within a busy operational environment.
Demonstrate excellent communication, active listening and telephone counselling skills.
Be able to remain calm, organised and make sound decisions under pressure.
Have experience maintaining accurate electronic records and working to service standards or performance targets.
Be passionate about delivering person‑centred, recovery‑focused support and promoting positive mental wellbeing.
Be able to work both independently and collaboratively, providing encouragement, guidance and support to colleagues.
Demonstrate emotional resilience, professionalism and a commitment to equality, diversity and inclusion.
Be flexible and willing to work a rota that includes days, evenings, waking nights, weekends and bank holidays as part of a 24‑hour, 365‑day service.

Why Join Us?

Mental Health Matters (MHM) is a national charity delivering innovative, life-changing mental health support for individuals and communities across the UK. Through our diverse range of services, we help people improve their mental wellbeing, overcome barriers and lead fulfilling lives; everything we do is people focused. Whether supporting those who access our services or investing in the wellbeing and development of our colleagues, people are at the heart of MHM. Our workforce is the driving force behind our success, and we are committed to creating an inclusive, supportive and values‑led environment where talented individuals can thrive and make a meaningful difference. By joining MHM, you'll become part of a compassionate and ambitious organisation committed to improving mental health, promoting recovery and creating positive change in communities across the country.

What we offer you

Competitive salary, with an annual pay review process.
25 days annual leave, increasing with length of service, plus bank holidays.
Enhanced Occupational Sick Pay.
Access to our workplace pension scheme.
Family friendly and flexible working arrangements where service needs allow.
Access to our Wellbeing Offer, including an Employee Assistance Programme, Virtual GP service and wellbeing resources.
Life Assurance and Free Will writing service.
Blue Light Card and Charity Workers discounts.
Access to Tickets for Good.
Employee recognition and celebration schemes.
A comprehensive induction programme with ongoing supervision, leadership development and training.
Bespoke personal development and career pathways to support your continued professional growth.

Equality, Diversity and Inclusion

We are proud to be an equal opportunities employer and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We believe everyone should have access to fair and accessible opportunities, and we are committed to ensuring our recruitment processes are welcoming and inclusive for all. During the application process, we may ask for some personal information to help us understand how we can make our recruitment practices as fair and accessible as possible. Any information you provide will be treated confidentially and used solely for this purpose. We value the unique experiences, perspectives and contributions that diversity brings and are committed to creating a culture where everyone feels respected, supported and able to be themselves.

Person Specification

Hold a Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first six months of employment, or already hold a Level 3 Diploma or equivalent.
Have experience supporting people within mental health, health, social care or a related support environment.
Have experience providing emotional support either face‑to‑face or via telephone or digital services.
Have experience assessing risk, responding to people in crisis and making appropriate safeguarding or emergency referrals.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details