Helpline Support Advisor
- NHS
- Full Time
- Sunderland
- 24960.00 - 27560.00 a year
Job Description
Job summary
This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives. 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
* To make decisions under pressure whilst communicating with the client. * 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 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 our clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years.
Job responsibilities
Job Title: Helpline Support Advisor Hours of work: 24/7/365 on a rota basis Salary: £24,960 with progression up to £27,560 per annum Base: Sunderland Enterprise Park, Sunderland Our Helpline service operates 24hrs/365 days per year and all staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available. About us Mental Health Matters (MHM) is a national charity with over 35 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 our clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years. About the role This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives. 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:
Person Specification
Qualifications
Essential
- This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives.
- 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.
Experience
Essential
- * You will be confident, articulate, with proven communication skills
- * You will hold a Counselling Certificate Level 2, or equivalent, or be willing to work towards this within the first 6 months of your employment.
- * You will have experience in providing a service over the telephone to a range of clients including those in distress
- * You will have an excellent telephone manner and be able to actively listen, question and respond.
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
Employer name
Mental Health Matters
Address
Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ
Sunderland
SR5 2TZ
