Helpline Worker

Job summary

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.

Main duties of the job

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. Please refer to the attached job description for full job details.

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 our individuals.

Job description

Job responsibilities

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.

Person Specification

Qualifications

Essential

Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment

Experience

Essential

Experience in care/support work * Good working knowledge of statutory/non statutory agencies * Basic knowledge of community care and mental health issues * Experience of record keeping * Genuine empathy to mental health problems

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