At a Glance
- 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.
- Other info: Dynamic team environment with a focus on empathy and personal development.
- 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.
The predicted salary is between 21966 - 24950 £ per year.
2 days ago Be among the first 25 applicants
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.
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.
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.
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.
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.
- 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
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.
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 COConner@mhm.org.uk
Seniority level
Entry level
Employment type
Full-time
Industries
Mental Health Care
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Telephone Support Worker in Sunderland employer: Mental Health Matters
Mental Health Matters is an exceptional employer dedicated to making a meaningful impact on mental health support across the UK. With a strong emphasis on employee well-being, we offer flexible working arrangements and a collaborative work culture that fosters professional growth and development. Join us to be part of a passionate team that values your expertise and empowers you to influence positive change in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Telephone Support Worker in Sunderland
✨Connect Through Professional Networks
Join associations related to therapy and counselling, like the British Association for Counselling and Psychotherapy (BACP). They often have job boards, events, and forums where you can meet potential employers and like-minded professionals. Being active in these spaces can give you a significant edge.
✨Show Up at Local Mental Health Events
Look for workshops, seminars, and conferences focused on mental health in your area. Not only can you learn valuable insights, but you can also network with professionals who might be aware of full-time opportunities, like the ones at Mental Health Matters. Plus, showing your passion for the field in person can leave a lasting impression.
✨Utilise Online Platforms Tailored to Counselling
Websites like TherapyJobs or Indeed specifically cater to therapy professionals. Make sure to check these regularly for new listings, and consider setting up alerts to stay ahead of the game. Plus, applying directly through these platforms can sometimes give you better visibility.
✨Leverage University Career Services
If you’re recently graduated or still in school, don't forget to tap into your university's career resources. They often have exclusive listings for full-time positions and can help you refine your interview skills. Plus, they might connect you with alumni who’re already working at places like Mental Health Matters.
We think you need these skills to ace Telephone Support Worker in Sunderland
Some tips for your application 🫡
Highlight Your Relevant Qualifications:Make sure to showcase any relevant qualifications you've completed, such as a degree in psychology or counselling certifications. This is super important in the therapy and counselling field, so don’t skip over these details in your CV.
Showcase Your Empathy Skills:In your cover letter, it's essential to demonstrate your empathy and communication skills, which are key in therapy. Share specific examples from your previous experiences where you've effectively helped someone through a tough time—this will make your application stand out.
Demonstrate Your Continued Learning:We love seeing candidates who are committed to ongoing professional development. Mention any workshops, seminars, or additional training you’ve attended recently. This not only boosts your CV but shows your passion for the field.
Personalise Your Application for Mental Health Matters:Take some time to research Mental Health Matters and reflect this understanding in your application. Explain why you’re interested in working with them specifically and how your values align with their approach—this personal touch can make all the difference!
How to prepare for a job interview at Mental Health Matters
✨Show Your Empathy and Communication Skills
In therapy and counselling, it's all about how well you connect with others. Be ready to share examples of how you've demonstrated empathy, active listening, and non-verbal communication in past experiences. Your ability to create rapport with clients is key, so let that shine through!
✨Prepare for Scenario-Based Questions
Expect to face some scenario-based questions that assess your practical skills in dealing with clients. Think of various client situations or challenges you've encountered or could encounter. Practice how you would respond, ensuring you highlight your problem-solving abilities and therapeutic techniques.
✨Highlight Your Continuing Education
Being in a full-time role in therapy means you need to stay updated with the latest techniques and theories. Mention any professional development courses you've taken recently, or plans you have for ongoing education. This shows that you’re committed to growth in your field and eager to help your clients with the best approaches.
✨Finesse Your Personal Statement
In therapy, your personal statement is a chance to showcase who you are beyond your qualifications. Tailor it to not just highlight your credentials but also your passion for helping others. Share personal stories or insights that led you to this profession, reinforcing why you'd be a great fit for Mental Health Matters's values and approach.
