Telephone Support Worker - Part Time

NHS; Sunderland; On-site; GBP 25,000 - 29,000; Part time

Job summary

A national mental health charity is seeking compassionate individuals to join their 24/7 crisis support helpline. This part-time role involves providing emotional support and advice to individuals in distress, with opportunities for professional growth in a supportive environment. Successful candidates should possess a Level 2 Counselling Certificate and experience in mental health or social care. Competitive salary, hybrid working arrangements, and comprehensive training provided.

Benefits

25 days annual leave

5% contributory pension scheme

Discounted gym membership

Employee assistance program

Qualifications

• Experience in care/support work.
• Ability to assess and act upon risk.
• Experience providing emotional support to individuals in distress.

Responsibilities

• Provide telephone support and guidance to mental health distress callers.
• Record details of calls accurately on electronic systems.
• Quality audits involvement as directed.

Skills

Communication skills

Empathy towards mental health issues

Ability to work under pressure

Education

Level 2 Certificate in Counselling

Willingness to work towards Level 3 Diploma

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.

Main duties of the job

Responsibility to deliver emotional support/ advice to Callers via telephone/ online chat. Responsibility to provide initial help via the Helpline texting service. Responsibility to provide telephone support for MHM Service UsersTo support remote access solutions for new services commissioned with Mental Health MattersResponsibility to accurately record details of calls on relevant electronic systemsTo be able to work as part of a team and on own initiative when and where appropriate and when requiredTo be involved in quality audits as directed by the Helpline Team Leaders or ManagerTo work in line with performance targets and key contractual requirements.To work with the team and with the Helpline Team Leaders to continually improve own and team performance.To advise and be actively involved in service user referrals, risk assessment, review and crisis management following Helpline operating procedures and in line with all MHM Policies and ProceduresProcessing referrals into partnership services in a timely mannerTo assist in the development and commissioning of new services within the area of responsibility in accordance with agreed development procedures.To actively involve carers and service users in service planning, delivery and review, via feedback obtained from caller engagement.To actively promote a positive image of Mental Health Matters and mental health issues.

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

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‑tata for part time hours)Hours of work: Part time x 3 positions – Hybrid working – 18.75 hrs p/w. Rotating shift pattern, covering our 24/7 service opening hours on a part time basis. We have 2 x Night shift and Mid shift positions available and 1 x Mixed shifts position available. (You will have a set rota pattern – exact rota's attached). *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.*

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.

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.

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.

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.

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.

How to Apply

We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the mandatory questions, and attach your personal statement showing how you meet the person specification criteria. This can be done on a separate document and uploaded as part of your application supporting documents.

We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone.

If you would like to have an informal conversation about this role, please contact: Clair O'Connor

Person Specification

Qualifications

• Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment
• Level 3 Counselling Diploma or equivalent

Experience

• Experience in care/support work
• Good working knowledge of statutory/non statutory agencies
• Basic knowledge of community care and mental health issues
• Experience of record keeping
• Genuine empathy to mental health problems
• Experience of assessing needs of those with Mental Health Needs

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 Wearfield, Sunderland SR5 2TZ