Helpline Support Advisor

Mental Health Matters

Information:

This job is now closed

Job summary

This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives. 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.

Main duties of the job

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 client. * 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.

About us

Mental Health Matters (MHM) is a national charity with over 35 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 clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years.

Date posted

16 October 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,000 to £26,500 a year

Contract

Permanent

Working pattern

Full-time

Reference number

020450

Job locations

Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

Sunderland

SR5 2TZ


Job description

Job responsibilities

Job Title: Helpline Support Advisor Hours of work: 24/7/365 on a rota basis Salary: £24,000 with progression up to £26,500 per annum Base: Sunderland Enterprise Park, Sunderland Our Helpline service operates 24hrs/365 days per year and all staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available. About us Mental Health Matters (MHM) is a national charity with over 35 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 clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years. About the role This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives. 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 client.
  • 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.
    • About you
  • You will be confident, articulate, with proven 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 your employment.
  • You will have experience in providing a service over the telephone to a range of clients including those in distress
  • You will have an excellent telephone manner and be able to actively listen, question and respond.
  • You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
    • What we offer * A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service * A 5% contributory pension scheme, with the opportunity to increase contributions. * A holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans. * Enhanced family friendly policies, pay and leave. * Cycle to work scheme. * Discounted gym membership. * Healthcare cash plan. * A discount platform covering online, high street and supermarket purchases. * You will receive a tailored induction and probation review program which will give you the tools you need to succeed in the role * Our structured career development pathways and support from our accredited Learning Team will provide you with advice and guidance on how to access development to allow you to flourish in your chosen career The closing date given is a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Please note that due to the sensitive nature of the duties, an enhanced DBS will be sought in event of a successful application. All disabled applicants who meet the minimum essential short-listing criteria are guaranteed an interview. MHM is an Equal Opportunities Employer.

    Job description

    Job responsibilities

    Job Title: Helpline Support Advisor Hours of work: 24/7/365 on a rota basis Salary: £24,000 with progression up to £26,500 per annum Base: Sunderland Enterprise Park, Sunderland Our Helpline service operates 24hrs/365 days per year and all staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available. About us Mental Health Matters (MHM) is a national charity with over 35 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 clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years. About the role This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives. 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 client.
  • 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.
    • About you
  • You will be confident, articulate, with proven 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 your employment.
  • You will have experience in providing a service over the telephone to a range of clients including those in distress
  • You will have an excellent telephone manner and be able to actively listen, question and respond.
  • You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
    • What we offer * A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service * A 5% contributory pension scheme, with the opportunity to increase contributions. * A holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans. * Enhanced family friendly policies, pay and leave. * Cycle to work scheme. * Discounted gym membership. * Healthcare cash plan. * A discount platform covering online, high street and supermarket purchases. * You will receive a tailored induction and probation review program which will give you the tools you need to succeed in the role * Our structured career development pathways and support from our accredited Learning Team will provide you with advice and guidance on how to access development to allow you to flourish in your chosen career The closing date given is a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Please note that due to the sensitive nature of the duties, an enhanced DBS will be sought in event of a successful application. All disabled applicants who meet the minimum essential short-listing criteria are guaranteed an interview. MHM is an Equal Opportunities Employer.

    Person Specification

    Qualifications

    Essential

    • This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives.
    • 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 be confident, articulate, with proven 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 your employment

    Experience

    Essential

    • * You will be confident, articulate, with proven 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 your employment.
    • * You will have experience in providing a service over the telephone to a range of clients including those in distress
    • * You will have an excellent telephone manner and be able to actively listen, question and respond.
    • * You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
    Person Specification

    Qualifications

    Essential

    • This is an exciting job opportunity for individuals who are passionate about helping people and want to truly make a difference to people's lives.
    • 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 be confident, articulate, with proven 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 your employment

    Experience

    Essential

    • * You will be confident, articulate, with proven 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 your employment.
    • * You will have experience in providing a service over the telephone to a range of clients including those in distress
    • * You will have an excellent telephone manner and be able to actively listen, question and respond.
    • * You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.

    Disclosure and Barring Service Check

    This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

    Employer details

    Employer name

    Mental Health Matters

    Address

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


    Employer's website

    https://www.mhm.org.uk/ (Opens in a new tab)

    Employer details

    Employer name

    Mental Health Matters

    Address

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


    Employer's website

    https://www.mhm.org.uk/ (Opens in a new tab)

    For questions about the job, contact:

    People and Organisational Development

    MHM Recruitment Team

    recruitment@mhm.org.uk

    01915163500

    Date posted

    16 October 2024

    Pay scheme

    Agenda for change

    Band

    Band 2

    Salary

    £24,000 to £26,500 a year

    Contract

    Permanent

    Working pattern

    Full-time

    Reference number

    020450

    Job locations

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


    Privacy notice

    Mental Health Matters's privacy notice (opens in a new tab)