Helpline Support Advisor

Job description

Job responsibilities

Hours of work: Shifts on a rota covering our 24/7 service opening hours on a full or part time basis Salary: £24,000 with progression up to £26,500 per annum (salary will be pro rata for part time hours) Base: Sunderland Enterprise Park, Sunderland 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. We are looking for a Support Advisor to join our passionate team. 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. 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. About the role 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. Please refer to the attached job description for full job details. About you We are looking for a candidate with proven communication skills and a confident manner. You will be articulate and hold a Counselling Certificate Level 3, or equivalent, or be willing to complete this within the first 6 months of your employment. The ideal candidate will have experience of 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. For this role you will need to have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health. Our Helpline service operates 24 hours per day, all 365 days of the year and our staff work on a rota basis, covering days, evenings, night shifts and weekends. Part time hours, to include all shifts, are also available. Please refer to the attached job description for full details on person specification for this role. What we offer You will go through our comprehensive, in-person training program in your first week 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 addition, you will receive: * 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 Closing Date: Sunday 17th December 2023 Anticipated Interview Date: Tuesday 16th January 2024 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

• level 2 Diploma in Counselling, or equivalent

Experience

Essential

• * Experience in care or support work, or able to demonstrate a lived experience
• * Experience in providing a service over the telephone to a range of clients
• * Experience in communicating with clients in distress and de-escalation
• * Experience in keeping accurate records of interactions
• * Experience in written communication

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

Avalon House, St Catherine's Court, Sunderland Enterprise Park, Sunderland, SR5 3XJ

Sunderland

SR5 3XJ

Employer's website

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