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
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.
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.
What we offer
You will go through our comprehensive, in-person training program in your first few weeks of employment which will give you the tools you need to succeed in the role, as well as offering a great opportunity to get to know your new colleagues.
In return, MHM offers excellent training and development opportunities, flexible working (where appropriate), 25 days annual leave per annum/pro rata, plus statutory holidays and a 5% contributory pension scheme.
We want to ensure our workforce reflects the local community and would encourage applicants from all backgrounds with relevant experience to apply.
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.
