Telephone Support Worker

Integrated Care System; Sunderland; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A leading charity is currently seeking dedicated individuals for mental health support roles in their 24/7 helpline service. This position involves providing emotional support, assessing crises, and working in a collaborative environment focused on making a positive impact in the lives of individuals experiencing mental health difficulties. Full and part-time roles available with hybrid working options. Candidates should possess at least a Level 2 Counselling Certificate and be empathetic communicators.

Benefits

25 days annual leave

5% contributory pension scheme

Healthcare cash plan

Tailored induction and probation review program

Cycle to work scheme

Employee assistance programme

Qualifications

• Willingness to work towards Counselling Level 3 within 6 months.
• Some experience in mental health support preferred.
• Experience in social care sectors such as substance misuse considered.

Responsibilities

• Provide telephone support, signposting, and guidance to those in mental health distress.
• Assess crisis situations and determine appropriate responses.
• Accurate record keeping of calls and referrals.

Skills

Communication

Empathy

Active Listening

Education

Counselling Certificate Level 2

Job description

Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year.You will provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress.

Main duties of the job

Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year.You will provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress.Other responsibilities include:* To make decisions under pressure whilst communicating with the individual.* To assess a situation and determine the degree of crisis, needs of the individual caller, and appropriate response.* To accurately record referrals and details of calls on relevant electronic systems.* To work in line with performance targets and key contractual requirements.* To communicate with external stakeholders as required.Please refer to the attached job description for full job details.

About us

Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. We provide services across England, from Northumberland to Plymouth, led by a highly motivated and enthusiastic workforce who are committed to delivering the best quality services to those in need of support.Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.

Job responsibilities

Hours of work: Full time x 2 positions & Part time x 3 positions - Hybrid workingRotating shift pattern, covering our 24/7 service opening hours on a full time, or part time basis.(All staff work across a 4 week rotating rota basis, available positions all include night shifts and you will have a set rota)Location: Waterside House, Sunderland. (Day shifts are based in our office and Night shifts and weekends are home based)Salary: £25,958 with progression to £28,662 per annum (salary will be pro-rata for part time hours)Are you passionate about supporting individuals during challenging times?Do you have the empathy and dedication to truly make a positive impact on people's lives? If so, we want you to be part of our team!At our Mental Health Helpline, we offer a crucial lifeline, providing compassionate listening and crisis de-escalation for numerous NHS Trusts. We're on the lookout for empathetic and dedicated individuals to join us in delivering this transformative support.Why Join Us?* Make a Difference: Your role will directly impact the lives of those in need.* Supportive Environment: Be part of a team that values empathy and compassion.* Professional Growth: Opportunities for training and development in mental health support.Ideal Candidate: Is This You?Ideally the successful candidate will hold a Counselling Certificate at a minimum Level 2, with a willingness to work toward a Level 3 Diploma within the first 6 months. You will have some experience within the mental health industry, in either a voluntary or professional capacity. Experience in other social care sectors such as substance misuse and housing will also be considered.If you do not have Level 2 Counselling qualification, but have extensive experience working in a social care field that involves care planning and risk assessing of emotional support needs, please consider applying and we will review your application.It is important that you can demonstrate experience of assessing and acting upon risk as well as providing emotional support to individuals in distress. Please outline how your experience matches the person specification in your supporting statement.Office shifts can start as early as 6.45 am, please consider your method of transport before applying.2 x Full time rota's consists of a mixed of days, mids and night shifts across a 7 day period.1 x Part time rota consists of the same mix of above shifts.2 x Part time rota's consists of mid and night shifts only.Set rota's attached.Assessment Centre will take place at Waterside House, Sunderland, on Monday 4th August 2025.About us:Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. We provide services across England, from Northumberland to Plymouth, led by a highly motivated and enthusiastic workforce who are committed to delivering the best quality services to those in need of support.Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.About the role:Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year.You will provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress.Other responsibilities include:* To make decisions under pressure whilst communicating with the individual.* To assess a situation and determine the degree of crisis, needs of the individual caller, and appropriate response.* To accurately record referrals and details of calls on relevant electronic systems.* To work in line with performance targets and key contractual requirements.* To communicate with external stakeholders as required.Please refer to the attached job description for full job details.About you:We are looking for a candidate with proven communication skills and a confident manner. You will be articulate and hold a Counselling Certificate Level 2, or equivalent, and be willing to complete Counselling Level 3 within the first 6 months of your employment.The ideal candidate will have experience of providing a service over the telephone to a range of individuals, including those in distress.You will have an excellent telephone manner and be able to actively listen, question and respond. For this role you will need to have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.Our Helpline service operates 24 hours per day, all 365 days of the year and our staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available.Please refer to the attached job description for full details on person specification for this role.What we offer:You will go through our comprehensive, (mostly) in-person training program in your first 4 weeks of employment which will give you the tools you need to succeed in the role, as well as offering a great opportunity to get to know your new colleagues.*Please note you must be available to attend the minimum 4 week (mostly) in person training programme, Monday - Friday 9am-5pm, at our offices in Sunderland*In addition, you will receive:* 25 days annual leave per annum, plus statutory holidays, rising with length of service* 5% contributory pension scheme, with the opportunity to increase contributions.* Holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans.* Enhanced family friendly policies, pay and leave.* Cycle to work scheme.* Discounted gym membership.* Healthcare cash plan.* Discount platform covering online, high street and supermarket purchases.* You will receive a tailored induction and probation review program which will give you the tools you need to succeed in the role* Our structured career development pathways and support from our accredited Learning Team will provide you with advice and guidance on how to access development to allow you to flourish in your chosen career

Person Specification

Qualifications

• We are looking for a candidate with proven communication skills and a confident manner. You will be articulate and hold a Counselling Certificate Level 2, or equivalent, and be willing to complete Counselling Level 3 within the first 6 months of your employment.

Experience

• The ideal candidate will have experience of providing a service over the telephone to a range of individuals, including those in distress.
• You will have an excellent telephone manner and be able to actively listen, question and respond. For this role you will need to have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
• Our Helpline service operates 24 hours per day, all 365 days of the year and our staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available.
• Please refer to the attached job description for full details on person specification for this role.

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 name

Mental Health Matters

Address

Waterside House, Sunderland Enterprise Park, SR5 2TZ

Waterside House, Sunderland Enterprise Park, SR5 2TZ