Shift Supervisor TSW

Shift Supervisor -Telephone Support Worker Hours of work: Full time 37.5 hrs (over a rolling rota, covering our 24/7 operating hours) Salary: £26,457, with progression to £29,213 per annum Base: Hybrid - Day shifts at Waterside House, Sunderland. Night shifts home based. (All staff work all shifts, on rotating rota basis, this comprises of early dayshifts, midshifts and week of nightshifts, shifts also includes weekends). Unsociable hours enhancements for weekend nightshifts and bank holidays. Do you have experience and passion for supporting people who might be going through a difficult time? Do you truly want to make a difference to people's lives? Our Mental Health Helpline provides a vital listening ear and crisis de-escalation on behalf of a number of NHS Trusts and we are looking for empathetic people to join us in providing this life changing support. 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 as well as being responsible for the management of your shift and subsequent activity. 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. Responsible for management of shift activity undertaking shift supervision responsibilities as outlined in daily task list, e.g. review call volume and allocation of resources. Please refer to the attached job description for full job details as the above list is not exhaustive). 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. If you do not have Level 2 counselling 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. 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. What we offer You will go through our comprehensive, 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: * A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service * A 5% contributory pension scheme, with the opportunity to increase contributions. * A 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. * A 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

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