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Mental Health Matters

Telephone Support Worker

The closing date is 03 April 2026

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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

Provide compassionate, non-judgemental listening Support callers in moments of crisis and distress Assess risk and respond appropriately Offer guidance, signposting and reassurance Record information accurately and work within service standards

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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.

Details

Date posted

25 March 2026

Pay scheme

Other

Salary

£25,958 to £28,662 a year

Contract

Permanent

Working pattern

Full-time

Reference number

R000501

Job locations

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

Sunderland

SR5 2TZ


Job description

Job responsibilities

Telephone Support Worker Be the voice someone needs in their hardest moment Full-Time Helpline Telephone Support Worker Sunderland (Hybrid working) Full-time 37.5 hrs, rotating shifts across 24/7 service hours £25,958 - £28,662 + unsocialable hours enhancements Do you want to make a real difference-every single shift? At Mental Health Matters, our helpline is often the first place someone turns in crisis. A calm voice. A listening ear. A moment of human connection. If you're empathetic, resilient, and want to support people through some of life's most difficult moments, we'd love to hear from you. 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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. Why join us?

  • Make a meaningful impact - every conversation matters
  • Full training provided - no one starts this role alone
  • Supportive, values-driven team
  • Clear development pathways in mental health and counselling
    • About the role Our 24/7 helpline supports adults experiencing emotional distress across multiple NHS Trusts. You'll:
  • Provide compassionate, non-judgemental listening
  • Support callers in moments of crisis and distress
  • Assess risk and respond appropriately
  • Offer guidance, signposting and reassurance
  • Record information accurately and work within service standards
    • This is a rota-based role
  • Day shifts (office-based in Sunderland)
  • Nights & weekends (home-based)
    • Is this role right for you? You might be a great fit if you:
  • Have experience supporting people with mental health or emotional needs (paid or voluntary)
  • Can stay calm and make decisions in high-pressure situations
  • Are a confident communicator with strong listening skills
  • Are passionate about reducing stigma around mental health
    • Qualifications:
  • Ideally, you'll have a Level 2 Counselling qualification (or equivalent)
  • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse
  • You'll be supported to work towards Level 3 within 6 months
    • Training & support You'll take part in a comprehensive 4-week training programme (mostly in-person, Mon-Fri, 9-5 in Sunderland), giving you the skills and confidence to succeed. From day one, you'll be supported by a team that truly understands the importance of this work. What we offer
  • 25 days annual leave (pro rata), increasing with service
  • 5% pension contribution
  • Employee Assistance Programme & wellbeing support
  • Enhanced family-friendly policies
  • Cycle to work scheme
  • Gym discounts & healthcare cash plan
  • Retail discounts platform
  • Ongoing training & structured career development
    • A few important things to know
  • Earliest office shift starts at 6:45am - please consider travel
  • You must be able to attend the full 4-week training programme in Sunderland
  • This is a rota-based role, including nights and weekends
  • Rota's are set - you can express your preference in which rota would work for your induvial circumstances.
    • Not sure if you meet every requirement? We know great candidates don't always tick every box. If this role excites you and you have relevant experience, we'd really encourage you to apply. How to Apply We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone. If you would like to have an informal conversation about this role, please contact: Clair O'Connor

    Job description

    Job responsibilities

    Telephone Support Worker Be the voice someone needs in their hardest moment Full-Time Helpline Telephone Support Worker Sunderland (Hybrid working) Full-time 37.5 hrs, rotating shifts across 24/7 service hours £25,958 - £28,662 + unsocialable hours enhancements Do you want to make a real difference-every single shift? At Mental Health Matters, our helpline is often the first place someone turns in crisis. A calm voice. A listening ear. A moment of human connection. If you're empathetic, resilient, and want to support people through some of life's most difficult moments, we'd love to hear from you. 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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. Why join us?

  • Make a meaningful impact - every conversation matters
  • Full training provided - no one starts this role alone
  • Supportive, values-driven team
  • Clear development pathways in mental health and counselling
    • About the role Our 24/7 helpline supports adults experiencing emotional distress across multiple NHS Trusts. You'll:
  • Provide compassionate, non-judgemental listening
  • Support callers in moments of crisis and distress
  • Assess risk and respond appropriately
  • Offer guidance, signposting and reassurance
  • Record information accurately and work within service standards
    • This is a rota-based role
  • Day shifts (office-based in Sunderland)
  • Nights & weekends (home-based)
    • Is this role right for you? You might be a great fit if you:
  • Have experience supporting people with mental health or emotional needs (paid or voluntary)
  • Can stay calm and make decisions in high-pressure situations
  • Are a confident communicator with strong listening skills
  • Are passionate about reducing stigma around mental health
    • Qualifications:
  • Ideally, you'll have a Level 2 Counselling qualification (or equivalent)
  • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse
  • You'll be supported to work towards Level 3 within 6 months
    • Training & support You'll take part in a comprehensive 4-week training programme (mostly in-person, Mon-Fri, 9-5 in Sunderland), giving you the skills and confidence to succeed. From day one, you'll be supported by a team that truly understands the importance of this work. What we offer
  • 25 days annual leave (pro rata), increasing with service
  • 5% pension contribution
  • Employee Assistance Programme & wellbeing support
  • Enhanced family-friendly policies
  • Cycle to work scheme
  • Gym discounts & healthcare cash plan
  • Retail discounts platform
  • Ongoing training & structured career development
    • A few important things to know
  • Earliest office shift starts at 6:45am - please consider travel
  • You must be able to attend the full 4-week training programme in Sunderland
  • This is a rota-based role, including nights and weekends
  • Rota's are set - you can express your preference in which rota would work for your induvial circumstances.
    • Not sure if you meet every requirement? We know great candidates don't always tick every box. If this role excites you and you have relevant experience, we'd really encourage you to apply. How to Apply We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone. If you would like to have an informal conversation about this role, please contact: Clair O'Connor

    Person Specification

    Qualifications

    Essential

    • Ideally, you'll have a Level 2 Counselling qualification (or equivalent)
    • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse
    • You'll be supported to work towards Level 3 within 6 months

    Experience

    Essential

    • Have experience supporting people with mental health or emotional needs (paid or voluntary)
    • Can stay calm and make decisions in high-pressure situations
    • Are a confident communicator with strong listening skills
    • Are passionate about reducing stigma around mental health
    Person Specification

    Qualifications

    Essential

    • Ideally, you'll have a Level 2 Counselling qualification (or equivalent)
    • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse
    • You'll be supported to work towards Level 3 within 6 months

    Experience

    Essential

    • Have experience supporting people with mental health or emotional needs (paid or voluntary)
    • Can stay calm and make decisions in high-pressure situations
    • Are a confident communicator with strong listening skills
    • Are passionate about reducing stigma around 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)

    Employer contact details

    For questions about the job, contact:

    People and Organisational Development

    MHM Recruitment Team

    recruitment@mhm.org.uk

    01915163500

    Details

    Date posted

    25 March 2026

    Pay scheme

    Other

    Salary

    £25,958 to £28,662 a year

    Contract

    Permanent

    Working pattern

    Full-time

    Reference number

    R000501

    Job locations

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

    Sunderland

    SR5 2TZ


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