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
✨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 in Sunderland
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.
