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- Tasks: Provide emotional support and crisis de-escalation via phone and online chat.
- Company: Join Mental Health Matters, a leading charity with over 40 years of experience.
- Benefits: Competitive salary, flexible hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives during their toughest moments.
- Qualifications: Level 2 Counselling Certificate preferred; experience in mental health or social care is a plus.
- Other info: Dynamic team environment with a focus on empathy and personal development.
The predicted salary is between 21966 - 24950 £ per year.
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
Responsibility to deliver emotional support/ advice to Callers via telephone/ online chat. Responsibility to provide initial help via the Helpline texting service. Responsibility to provide telephone support for MHM Service Users To support remote access solutions for new services commissioned with Mental Health Matters Responsibility to accurately record details of calls on relevant electronic systems To be able to work as part of a team and on own initiative when and where appropriate and when required To be involved in quality audits as directed by the Helpline Team Leaders or Manager To work in line with performance targets and key contractual requirements. To work with the team and with the Helpline Team Leaders to continually improve own and team performance. To advise and be actively involved in service user referrals, risk assessment, review and crisis management following Helpline operating procedures and in line with all MHM Policies and Procedures Processing referrals into partnership services in a timely manner To assist in the development and commissioning of new services within the area of responsibility in accordance with agreed development procedures. To actively involve carers and service users in service planning, delivery and review, via feedback obtained from caller engagement. To actively promote a positive image of Mental Health Matters and mental health issues.
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. 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 people who access our services.
Details Date posted
12 February 2026
Pay scheme
Other
Salary
£25,958 to £28,662 a year
Contract
Permanent
Working pattern
Full-time
Reference number
R000342
Job locations
Waterside House Wearfield, Sunderland SR5 2TZ
Sunderland
SR5 2TZ
Job description Job responsibilities
Hours of work: Full time x 2 positions. Helpline works to a rotating shift pattern, covering our 24/7 service opening hours on a full time, or part time basis Salary: £25,958 with progression to £28,662 per annum (salary will be pro-rata for part time hours) Location: Hybrid – Day shifts at Waterside House, Sunderland. Night shifts and weekends are home based** (All staff work across a 4 week rotating rota basis, available positions all include night shifts and you will have a set rota) Do you have experience and passion for supporting people who might be going through a difficult time? Do you truly want to make a difference to people\’s lives? Our Mental Health Helpline provides a vital listening ear and crisis de-escalation on behalf of a number of NHS Trusts and we are looking for empathetic people to join us in providing this life changing support. Ideally the successful candidate will hold a Counselling Certificate at a minimum Level 2, with a willingness to work toward a Level 3 Diploma within the first 6 months. You will have some experience within the mental health industry, in either a voluntary or professional capacity. Experience in other social care sectors such as substance misuse and housing will also be considered. If you do not have Level 2 Counselling qualification, but have extensive experience working in a social care field that involves care planning and risk assessing of emotional support needs, please consider applying and we will review your application. It is important that you can demonstrate experience of assessing and acting upon risk as well as providing emotional support to individuals in distress. Please outline how your experience matches the person specification in your supporting statement. Office shifts can start as early as 6.45 am, please consider your method of transport before applying. 2 x Full time rota\’s consists of a mixed of days, mid and night shifts across a 7 day period. Other responsibilities include: * To make decisions under pressure whilst communicating with the individual. * 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. 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 2, or equivalent, and be willing to complete Counselling Level 3 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 individuals, including those in distress. If you do not have Level 2 counselling but have extensive experience working in a social care field that involves care planning and risk assessing of emotional support needs, please consider applying and we will review your application. 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, (mostly) in-person training program in your first 4 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. *Please note you must be available to attend the minimum 4 week (mostly) in person training programme, Monday – Friday 9am-5pm, at our offices in Sunderland* 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 mandatory questions, and attach your personal statement showing how you meet the person specification criteria. This can be done on a separate document and uploaded as part of your application supporting documents.
Job description Job responsibilities
Hours of work: Full time x 2 positions. Helpline works to a rotating shift pattern, covering our 24/7 service opening hours on a full time, or part time basis Salary: £25,958 with progression to £28,662 per annum (salary will be pro-rata for part time hours) Location: Hybrid – Day shifts at Waterside House, Sunderland. Night shifts and weekends are home based** (All staff work across a 4 week rotating rota basis, available positions all include night shifts and you will have a set rota) Do you have experience and passion for supporting people who might be going through a difficult time? Do you truly want to make a difference to people\’s lives? Our Mental Health Helpline provides a vital listening ear and crisis de-escalation on behalf of a number of NHS Trusts and we are looking for empathetic people to join us in providing this life changing support. Ideally the successful candidate will hold a Counselling Certificate at a minimum Level 2, with a willingness to work toward a Level 3 Diploma within the first 6 months. You will have some experience within the mental health industry, in either a voluntary or professional capacity. Experience in other social care sectors such as substance misuse and housing will also be considered. If you do not have Level 2 Counselling qualification, but have extensive experience working in a social care field that involves care planning and risk assessing of emotional support needs, please consider applying and we will review your application. It is important that you can demonstrate experience of assessing and acting upon risk as well as providing emotional support to individuals in distress. Please outline how your experience matches the person specification in your supporting statement. Office shifts can start as early as 6.45 am, please consider your method of transport before applying. 2 x Full time rota\’s consists of a mixed of days, mid and night shifts across a 7 day period. Other responsibilities include: * To make decisions under pressure whilst communicating with the individual. * 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. 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 2, or equivalent, and be willing to complete Counselling Level 3 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 individuals, including those in distress. If you do not have Level 2 counselling but have extensive experience working in a social care field that involves care planning and risk assessing of emotional support needs, please consider applying and we will review your application. 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, (mostly) in-person training program in your first 4 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. *Please note you must be available to attend the minimum 4 week (mostly) in person training programme, Monday – Friday 9am-5pm, at our offices in Sunderland* 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 mandatory questions, and attach your personal statement showing how you meet the person specification criteria. This can be done on a separate document and uploaded as part of your application supporting documents.
Person Specification Qualifications Essential
- Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment
Desirable
- Level 3 Counselling Diploma or equivalent
Experience Essential
- Experience in care/support work
- Good working knowledge of statutory/non statutory agencies
- Basic knowledge of community care and mental health issues
- Experience of record keeping
- Genuine empathy to mental health problems
Person Specification Qualifications Essential
- Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment
Desirable
- Level 3 Counselling Diploma or equivalent
Experience Essential
- Experience in care/support work
- Good working knowledge of statutory/non statutory agencies
- Basic knowledge of community care and mental health issues
- Experience of record keeping
- Genuine empathy to mental health problems
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 Wearfield, Sunderland SR5 2TZ
Sunderland
SR5 2TZ
Employer\’s website
(Opens in a new tab)
Employer details Employer name
Mental Health Matters
Address
Waterside House Wearfield, Sunderland SR5 2TZ
Sunderland
SR5 2TZ
Employer\’s website
(Opens in a new tab)
Telephone Support Worker employer: Mental Health Matters
Contact Detail:
Mental Health Matters Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephone Support Worker
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues who might know someone at Mental Health Matters. A personal connection can give you the inside scoop on the role and help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to mental health support. Think about your experiences and how they align with the job description. We want to hear your passion for helping others!
✨Tip Number 3
Showcase your empathy during the interview. Share stories that highlight your ability to connect with people in distress. Remember, this role is all about compassionate listening and support!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at Mental Health Matters.
We think you need these skills to ace Telephone Support Worker
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your empathetic nature. Share experiences where you've supported others, especially in challenging situations. We want to see how you connect with people!
Tailor Your Supporting Statement: Don’t just send a generic statement! Tailor it to reflect how your experience aligns with the role. Mention specific skills and qualifications that match the job description, like your counselling qualifications or relevant experience.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate clarity, so make it easy for us to see why you’re a great fit for the team!
Apply Through Our Website: Make sure to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at Mental Health Matters
✨Know Your Stuff
Familiarise yourself with the key responsibilities of a Telephone Support Worker. Understand the importance of compassionate listening and crisis de-escalation, as well as the protocols for assessments and treatment options. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Your Empathy
During the interview, be prepared to share examples of how you've provided emotional support in the past. Use specific situations where you demonstrated empathy and understanding, especially in challenging circumstances. This will highlight your suitability for a role that requires a caring approach.
✨Ask Thoughtful Questions
Prepare some insightful questions about the team dynamics, training opportunities, and how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values and work style.
✨Practice Active Listening
During the interview, practice active listening by nodding and responding appropriately to the interviewer’s comments. This reflects the skills you'll need on the job and demonstrates your ability to engage effectively with others, which is crucial for a Telephone Support Worker.
