Deputy Helpline Manager Position

1 month ago

Birmingham, Birmingham, United Kingdom Brook Street Social Care NMR Full time
About the Role

We are seeking a dedicated and empathetic Deputy Helpline Manager to join our team at Brook Street Social Care NMR. As the Deputy Manager, you will play a crucial role in supporting the helpline, providing essential assistance to service users and their carers in Birmingham and Solihull.

About the Helpline

The Helpline Service offers a lifeline to individuals experiencing psychological distress and mental health crises. You will collaborate closely with healthcare professionals, community organisations, and statutory services to reduce the burden on A&E departments and the police.

Key Responsibilities
  1. Team Support: Provide guidance and support to your Helpline Intervention workers and dedicated volunteers. You will be their go-to person for day-to-day management queries and challenges.
  2. Service Availability: The Helpline operates 7 days a week, from 9 am to 11 pm. You will ensure a member of the management team is always present to maintain service continuity.
  3. Contractual Compliance: Work closely with the service manager to uphold contractual requirements. You will align our operations with the charity's Vision and Values, Operating Policy, and relevant legal standards.
  4. Empathy and Compassion: Show empathy and compassion to callers, understanding their needs and providing appropriate interventions.
Requirements
  • Experience in a similar role is essential
  • Strong supervisory and team-leading skills.
  • Effective communication and performance management abilities.
  • Self-motivation and resilience.
  • Understanding of regulatory requirements
  • Full flexibility to work a varied shift pattern
  • Be a driver with access to your own vehicle
  • Experience of managing and compiling rotas.

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