Helpline Support Specialist

1 month ago

Sunderland, Sunderland, United Kingdom Mental Health Matters Full time
About the Role

This is an exciting opportunity to make a real difference in the lives of individuals experiencing mental health distress. As a Helpline Support Advisor, you will be part of a dedicated team providing confidential emotional support and guidance to callers.

Our Helpline is a 24/7 telephone crisis management and support service, providing a safe and non-judgmental space for individuals to discuss their mental health concerns. You will work closely with colleagues to assess situations, determine the degree of crisis, and provide appropriate responses.

Key responsibilities include:

  • Providing telephone support, signposting, advice, and guidance to adults experiencing mental health distress.
  • Assessing situations and determining the degree of crisis, needs of the individual caller, and appropriate response.
  • Accurately recording referrals and details of calls on relevant electronic systems.
  • Working in line with performance targets and key contractual requirements.
  • Communicating with external stakeholders as required.

About You

We are looking for confident, articulate individuals with excellent communication skills. You will hold a Counselling Certificate Level 3 or equivalent, or be willing to work towards this within the first 6 months of employment.

Experience in providing a service over the telephone to a range of clients, including those in distress, is essential. You will have an excellent telephone manner, be able to actively listen, question, and respond. Genuine empathy towards mental health issues and a willingness to challenge stigma are also essential.

What We Offer

We provide excellent training and development opportunities, flexible working arrangements, 25 days annual leave per annum/pro rata, plus statutory holidays, and a 5% contributory pension scheme. Our comprehensive in-person training program will equip you with the skills and knowledge needed to succeed in this role.

We are committed to creating a diverse and inclusive workforce and welcome applications from all backgrounds with relevant experience. An enhanced DBS check will be required for this role.

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