Mental Health Helpline Operator - Part-Time in Ripley

Hours: 18 hours per week

Shift Pattern: Flexible covering Monday to Sunday

Work Base: Office based

Contact: Heidi on 07761 206462

Responsibilities:

• We are seeking compassionate and resilient individuals to join our Mental Health Helpline team as Helpline Operators.
• This frontline role is the first point of contact for people accessing mental health support in Derbyshire.
• You will provide calm, non-judgemental telephone support to individuals in distress, helping to prevent escalation to clinical services where appropriate.
• This includes emotional support, brief interventions, risk and suicide risk assessments, and signposting to NHS and community services.
• You will also escalate to clinicians when required, support safety planning, and ensure accurate recording of all contacts using NHS systems.
• Building rapport quickly and providing reassurance will be key to the role.
• The role involves handling helpline calls with professionalism, compassion, and sensitivity, ensuring each person feels heard and supported.
• It includes thoughtfully assessing risk, including suicide risk, while providing emotional support and brief interventions tailored to individual needs.
• Cases are escalated to clinicians where appropriate, and individuals are supported with safety planning and self-management strategies, alongside being guided towards relevant NHS and community services.
• Accurate and timely recording of all activity on NHS systems is essential, as is building and maintaining strong, collaborative working relationships with NHS staff, police, and partner agencies.

Qualifications:

• We are looking for someone who is empathetic, calm under pressure, and an effective communicator.
• The role requires the ability to assess risk, respond appropriately to a range of situations, and demonstrate a strong commitment to equality, diversity, and inclusion.

Equal Opportunities:

P3 is an equal opportunities employer and is committed to combating all forms of discrimination.

Benefits:

• Enhanced Annual Leave Entitlement - 27 days annual leave per year, plus bank holidays.
• Commitment to Mental Health and Wellbeing - access to our National Wellbeing Lead and Regional Wellbeing Champions.
• EDI Focus - an opportunity to join other colleagues to raise awareness and steer initiatives, contributing to our inclusive culture.
• Paycare Health Cash Plan - claim back costs for a wide range of everyday health expenses, including optical, dental, physiotherapy, and more, within an annual limit.
• Employee Assistance Program - access to 24/7 GP appointments, 1-1 counselling and health assessments.
• Bike2Work Scheme - part of the Government’s Green Transport Plan, designed to encourage healthier, more sustainable travel.
• Discounts - access to Paycare Perks and Tickets for Good.
• Reward and Recognition - such as team away days, P3's Annual conference and Colleague Awards Ceremony.
• Personal Development Opportunities - including mentoring, training, secondments, job shadowing, and more.
• Colleague Volunteering Programme - one day paid leave per year to volunteer in the community.
• Enhanced Sickness Pay - based on length of service.
• Earning Potential - optional overtime and refer a friend bonus scheme.
• Additional Equipment Provision - some employees may be provided with additional equipment including workwear, tools and use of a company van or car.