Senior Support Worker in Swadlincote

We are seeking an enthusiastic individual with a passion for improving mental health and wellbeing, experience of service coordination, strong administrative skills, has the ability to work flexibly and has a "can-do" positive approach, to lead and coordinate Derbyshire Mind's Crisis Support Drop-In Service.

This is initially for a fixed term to 31st March 2027 as this service is contracted by the NHS Derby and Derbyshire Integrated Care Board but has the potential to be extended subject to a contract extension. Derbyshire Mind has been delivering this service since 2023.

Main duties of the job

Derbyshire Mind's Crisis Support Drop‑In Service (CSDI), working in partnership between Derbyshire Mind and our partners, is an inclusive and supportive out‑of‑hours mental health crisis‑support service. The service provides a safe and welcoming alternative to A&E and other statutory urgent care services for any person who self‑defines as needing immediate non‑clinical help with their mental health and emotional wellbeing.

The Senior Support Worker is responsible for coordinating all aspects of the service over the three sites. The role is line‑management of members of the CSDI Team, coordinating site staff and volunteer rotas, ensuring all shifts are properly and safely staffed, providing staff one‑to‑ones, leading team meetings, ensuring all necessary resources are maintained as required for the smooth running of the service, collating and reporting on activity and data and outcomes, reporting staff overtime to the Head of Central Services, responding to local enquiries, general service administration, liaising with the Services Lead, so that the service can deliver on its objectives.

About us

Derbyshire Mind is your local independent mental health charity. We provide a range of community mental health and wellbeing services designed to support people with mental health problems, improve mental health and wellbeing and to help promote better mental health and wellbeing for all throughout the population of Derby and Derbyshire.

Job responsibilities

1. Lead on local service delivery of the Crisis Support Drop‑In Service, by line‑managing all staff paid and unpaid, including ensuring all shifts are properly staffed, authorising annual leave, conducting individual supervision sessions with all local staff, including Bank workers and Volunteers as appropriate, providing emotional and wellbeing support to staff including volunteers, carry out all administrative tasks as required for the proper delivery of the service, and so on.
2. Create, coordinate, and communicate to all site staff and volunteers rotas (ideally at least six weeks in advance), ensuring any gaps caused by planned leave/absences are covered.
3. Provide short‑term cover for the service by working CSDI shifts as and when required. NOTE: Providing shift cover will not be the principal part of this role. Any shifts worked will be considered part of the role's contracted hours.
4. Keep an accurate log of staff hours worked and report monthly variations, overtime, sick leave, annual leave, etc. hours to the Services Lead.
5. Ensure CSDI staff, including volunteers, attend their required clinical supervision sessions, staff meetings and one‑to‑one sessions.
6. Assist in the recruitment and induction of new CSDI Support Workers and lead the recruitment and induction of local volunteers.
7. Provide all administrative support to the team and service; including responding to telephone, e‑mail, and written enquiries following the services standard operating procedure using a high level of initiative and responding in a confidential and sensitive way as required.
8. Proactively work to continuously improve the service by working with the Services Lead, partners and Derbyshire Mind personnel to consider and then implement improvements to the service and its provision/delivery.
9. Ensure that the service databases are up to date and all data is entered appropriately so that clients can be managed appropriately, and service reports can be run.
10. Support staff and volunteers in developing their skills and accessing training as appropriate/required, both in‑house and external.
11. Hold responsibility for local staff health, safety and welfare in line with Derbyshire Mind's Health and Safety policies, procedures and guidance, including for example, risk assessments, reviews, reporting, safeguarding, incidents/accidents, premises issues.
12. Be the first point of contact for managing all communications with external and partner organisations/agencies as an essential part of the role (e.g. Statutory services, clinical teams, NHS Services, partner organisations in Voluntary, Charity and Community Sector, etc.).
13. Work positively as part of all partnerships and the wider multidisciplinary and multi‑agency crisis alternatives teams across Derbyshire.
14. Facilitate and attend both internal and external meetings as required, representing Derbyshire Mind and promoting the CSDI Service.
15. Play an integral role in instilling Derbyshire Mind's values through all service provision.
16. Lead on and be responsible for raising local and wider awareness of and about the Crisis Support Drop‑In Service so that local organisations know what is on offer and how it works.
17. Help ensure that the service is, and remains, accessible to all individuals and groups including younger adults, women with children, black and minority ethnic communities, veterans and groups who may have more difficulty in accessing mental health services.
18. Supervision, training, meetings, and support – Undertake training as required or considered appropriate for the role; actively participate in regular clinical supervision sessions, staff/team meetings and one‑to‑one sessions; participate in Individual Performance Review and Personal Development plans; be proactive in reviewing and evaluating personal performance and identifying areas for improvement and development.
19. General – Provide cover for other members of the CSDI team both at your designated site and others if necessary; maintain the confidentiality of information about clients and other services, in accordance with Derbyshire Mind policies and procedures; keep up to date on all matters relating to Derbyshire Mind's policies and procedures; adhere to all health and safety management; uphold Derbyshire Mind’s Equality, Diversity and Inclusion principles; represent and be an advocate and role‑model for Derbyshire Mind; carry out any other duties within the scope, spirit and purpose of the job as requested by the Line Manager or senior staff.

Person Specification

Experience

• Administrative Experience: Experience of working in an administrative role; experience of coordinating a small service or team; experience of line management, supervision and development of staff; good IT and technology skills in order to perform a number of administrative functions including using case management system, manage emails and documents using Microsoft programs, writing reports, etc.; experience of working on own initiative and as a member of a team; good interpersonal and communication skills, both verbal and written; experience of working in a public facing role and maintaining a polite and compassionate manner.
• Operational Experience: Ability to gather and interpret information, problem‑solve, make decisions and act; knowledge of common mental health conditions and issues affecting adults; ability to communicate with different range of cognitive abilities (e.g. learning difficulties, age difference, language differences, non‑verbal attendees); ability to plan and manage and prioritise own workload in line with shift requirements; understanding of working within safeguarding, data protection, confidentiality and equality frameworks; ability to remain calm in stressful situations; experience of working for a mental health organisation or similar; experience of working within the voluntary sector; experience managing rotas and timesheets; experience of recruiting, working with and supporting volunteers; experience of coordinating services which operate outside normal business hours, evenings, weekends and on call.

Ability to Work Flexibly

• Car driver with own vehicle to get to and from site and other locations as required for the role (as will be working outside of Public Transport operating times).
• Willingness and ability to work flexibly in terms of working outside of normal office hours and supporting a service that needs to run all year round.

Skills, Abilities & Knowledge

• Knowledge of de‑escalation techniques and resources.
• Ability to seek and acquire knowledge of local services available to attendees.
• An understanding of the principles, philosophy and practical applications of the Person‑Centred Approach.
• An understanding of the issues faced by individuals from minority groups.
• Monitoring and evaluation skills.