Helpline Worker

7 months ago

Sunderland, United Kingdom Mental Health Matters Full time

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.

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