Deputy Helpline Operations Manager

5 days 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 reputable, registered mental health charity. As the Deputy Manager, you'll 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'll 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'll 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'll 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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