Location: Homebased
Contract: Permanent 20 hours
Salary: £14,025.66
DBS Check: Enhanced with Adults and Children
This post is a part-time mental health helpline worker position, working the following hours 12pm-5pm 4 shifts per week (20hrs).
The helpline has a weekend rota in place, requiring staff to work one full weekend (Saturday & Sunday) every 4 weeks.
The helpline runs 365 days a year, the post holder is required to work bank holidays. Annual Leave is not permitted over the Christmas and New Year period; at this time, we operate a rota where staff are permitted to work three 4-hour shifts alongside their usual hours.
Working from home as part of a dedicated team, you'll be there for people experiencing urgent mental health concerns, offering emotional support, de-escalation, guidance and signposting to appropriate services. You'll help people regain control, build resilience and access the support they need to move forward.
About the Service
The Rethink Mental Illness Black Country 24/7 Helpline provides free, round-the-clock support for people living in Dudley, Wolverhampton, Sandwell and Walsall who are experiencing urgent mental health difficulties. The service works alongside NHS clinical colleagues to provide timely support, helping people access the right help at the right time.
What You'll Be Doing
As a Mental Health Recovery Helpline Worker, you'll use your communication skills, empathy and professional judgement to support callers through periods of distress and uncertainty. Your role will include:
- Providing telephone-based emotional support and crisis de-escalation.
- Completing assessments and identifying support needs.
- Developing and reviewing support, safety and risk management plans.
- Supporting people to identify recovery goals and take positive steps towards achieving them.
- Signposting and referring individuals to community services and specialist support.
- Working collaboratively with NHS partners and external agencies.
- Maintaining accurate and timely records using electronic systems.
- Supporting volunteers and contributing to continuous service improvement.
- Promoting recovery, hope and independence in every interaction.
Who We're Looking For
You'll be someone who is passionate about supporting people affected by mental illness and committed to delivering person-centred, recovery-focused support.
Essential
- Experience supporting people with mental ill health, or experience delivering care and support in a health or social care setting (paid or voluntary).
- Ability to assess an individual's needs and circumstances and develop effective support and risk management plans.
- Strong knowledge of mental health and appropriate intervention approaches.
- Excellent communication, listening and relationship-building skills.
- Ability to work independently while remaining an effective team member.
- A commitment to the values and behaviours of Rethink Mental Illness.
Desirable
- QCF Diploma, NVQ Level 3 in Care, Certificate in Community Mental Healthcare, or an equivalent qualification.
- Experience working within crisis support, helpline services, mental health services or community-based support.
In return, you'll benefit from:
- Ongoing training and development opportunities.
- Regular supervision and support.
- The opportunity to work within an experienced and supportive team.
- A role where every shift can make a life-changing difference.
- The chance to help people find hope, safety and support when they need it most.
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Mental Health Helpline Worker employer: Rethink Mental Illness
As a Service Manager at our Wells location, you will be part of a dedicated team committed to delivering high-quality, person-centred housing support for adults with mental health needs. We pride ourselves on fostering a supportive work culture that encourages professional growth and development, offering opportunities for training and advancement within the organisation. Join us in making a meaningful impact in the community while enjoying a flexible part-time schedule and a competitive salary.
