Job summary
Telephone Support Worker
Multiple shifts available: Full time, Part time (20hrs+), Nights, Evenings and Weekend Shifts
£20,528 per annum, pro rata
Based: Sunderland, however home working required during COVID19.
For an informal discussion, please contact David Alley on 07590 439743.
Closing date: 18th April 2021
Interview date: TBC
The Support Matters Helpline is a 24/7 telephone crisis management, support and information service. We provide confidential emotional support to callers and provide information on local and national services specific to mental health and other issues. Our services also include online and texting support. The Helpline is open 24 hours a day, 365 days a year.
Main duties of the job
You will provide
telephone support, signposting, practical advice and guidance to adults
experiencing mental health distress and will provide non-therapeutic telephone
support for people referred for some psychological therapies. You will be
confident, articulate, with proven communication/ IT skills and hold a
Counselling qualification of at least certificate level 3 or equivalent. You
will have had some experience in health care support work over the phone or
face-to-face.
Flexibility
is required to run a Helpline operating 24hrs/365 days per year. We have a
range of hours and shift patterns available to fit round existing commitments. You
will need to be willing and able to work some night shifts, weekends and
evenings on a rota basis. You must live within commuting distance of Sunderland
however during the COVID19 pandemic you must be willing and able to work from a
confidential room of your home. All ICT equipment will be provided.
About us
MHM is one of the UK's most innovative organisations working with people with complex needs. We have a dedicated and experienced staff team of over 350 people providing a comprehensive range of services which cover every aspect of individuals' lives, from employment and housing to community support and psychological services.
At MHM we help people achieve good mental and physical well-being and live life to the full.
Job description
Job responsibilities
Mental Health Matters
Job Description
Job Title: Helpline Telephone Support Worker
Responsible to: Helpline Manager
Reporting to: Helpline Team Leader
Duties to include:
-
Responsibility to deliver emotional support/ advice to Callers via telephone/ online chat.
- Responsibility to provide initial help via the Helpline texting service.
- 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 Leader or Manager
- To work in line with performance targets and key
contractual requirements.
- To work with the team and with the Helpline Team
Leader to continually improve own and team performance.
- To advise and be actively involved in service user
referrals, risk assessment, review and crisis management via the care
management/care programme approach.
- 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.
- To actively promote a positive image of Mental Health
Matters and mental health issues.
- To ensure your personal training and development needs
are identified via the Supervision/Appraisal systems.
- To communicate
with external stakeholders as required.
- To actively obtain relevant literature/resource
materials from appropriate internal teams and external agencies to assist
in service user referrals as described by the Helpline Team Leader.
- To attend all
relevant meetings both internal and external, and where appropriate,
service such meetings as agreed by the Helpline Team Leader.
- To attend all supervision sessions or notified
meetings where relevant.
- To assist and support of new staff and/or casual
workers to the service, in accordance with agreed procedures.
- To agree to be
contacted whilst on annual leave to
alleviate any rota issues/difficulties that will assist in ensuring
continuous service delivery (last option)
- To provide
relevant information to the Helpline Team Leader regarding insurance
requirements within the area of your responsibility.
- To assess a situation
over the telephone/ on line and to determine the degree of crisis and
needs of the individual caller.
- To make decisions under pressure
whilst offering support and guidance.
- To carry out the duties on a rota system including
weekends, bank holidays and waking night shifts. To meet the service
requirements of being a 24 hour service open 365 days a year.
- To participate in an on-call rota to cover shifts in
the event of sickness of other unexpected event
- Partake in and lead on training and mentoring for all
new staff
- Any other duties relevant to the
post.
Job description
Job responsibilities
Mental Health Matters
Job Description
Job Title: Helpline Telephone Support Worker
Responsible to: Helpline Manager
Reporting to: Helpline Team Leader
Duties to include:
-
Responsibility to deliver emotional support/ advice to Callers via telephone/ online chat.
- Responsibility to provide initial help via the Helpline texting service.
- 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 Leader or Manager
- To work in line with performance targets and key
contractual requirements.
- To work with the team and with the Helpline Team
Leader to continually improve own and team performance.
- To advise and be actively involved in service user
referrals, risk assessment, review and crisis management via the care
management/care programme approach.
- 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.
- To actively promote a positive image of Mental Health
Matters and mental health issues.
- To ensure your personal training and development needs
are identified via the Supervision/Appraisal systems.
- To communicate
with external stakeholders as required.
- To actively obtain relevant literature/resource
materials from appropriate internal teams and external agencies to assist
in service user referrals as described by the Helpline Team Leader.
- To attend all
relevant meetings both internal and external, and where appropriate,
service such meetings as agreed by the Helpline Team Leader.
- To attend all supervision sessions or notified
meetings where relevant.
- To assist and support of new staff and/or casual
workers to the service, in accordance with agreed procedures.
- To agree to be
contacted whilst on annual leave to
alleviate any rota issues/difficulties that will assist in ensuring
continuous service delivery (last option)
- To provide
relevant information to the Helpline Team Leader regarding insurance
requirements within the area of your responsibility.
- To assess a situation
over the telephone/ on line and to determine the degree of crisis and
needs of the individual caller.
- To make decisions under pressure
whilst offering support and guidance.
- To carry out the duties on a rota system including
weekends, bank holidays and waking night shifts. To meet the service
requirements of being a 24 hour service open 365 days a year.
- To participate in an on-call rota to cover shifts in
the event of sickness of other unexpected event
- Partake in and lead on training and mentoring for all
new staff
- Any other duties relevant to the
post.
Person Specification
Qualifications
Essential
- Level 3 Counselling Certificate 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
Desirable
- Experience of assessing needs of those with Mental Health needs
Skills, Knowledge & personal attributes
Essential
- 1 years practical experience in face to face or telephone support
- Excellent telephone and communication skills
- Structured questioning skills to be able to identify needs of a caller, gathering relevant information
- Ability to complete and interpret validated questionnaires and protocols measuring and assessing mental health symptoms
- Active listening skills to demonstrate engagement and ensure accuracy of information gathered
- Ability to communicate with professional in other services to liaise regarding the care of callers
- Ability to present therapeutic options in an accurate and positive way to callers
- Well developed counselling skills
- Ability to keep telephone discussion focussed on task at hand in a pleasant way
- Ability to cope with individuals in extreme distress, and to de-escalate crisis calls, enabling callers to talk openly about their concerns and identify needs
- Ability to maintain confidentiality
- Ability to accurately record in summary form key information from calls on electronic records
- Flexible
- A willingness and understanding of the need to receive regular supervision
- A willingness to offer support to colleagues and managers
- An awareness of anti-discriminatory practise
- Positive Attitude towards the client group
- Self motivated
- Excellent interpersonal skills
- Willing to work on own or with others
- Willingness to learn new skills and take on new tasks and challenges
- Ability to accept formative feedback without feeling threatened by it
Desirable
- Telephone counselling skills
Person Specification
Qualifications
Essential
- Level 3 Counselling Certificate 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
Desirable
- Experience of assessing needs of those with Mental Health needs
Skills, Knowledge & personal attributes
Essential
- 1 years practical experience in face to face or telephone support
- Excellent telephone and communication skills
- Structured questioning skills to be able to identify needs of a caller, gathering relevant information
- Ability to complete and interpret validated questionnaires and protocols measuring and assessing mental health symptoms
- Active listening skills to demonstrate engagement and ensure accuracy of information gathered
- Ability to communicate with professional in other services to liaise regarding the care of callers
- Ability to present therapeutic options in an accurate and positive way to callers
- Well developed counselling skills
- Ability to keep telephone discussion focussed on task at hand in a pleasant way
- Ability to cope with individuals in extreme distress, and to de-escalate crisis calls, enabling callers to talk openly about their concerns and identify needs
- Ability to maintain confidentiality
- Ability to accurately record in summary form key information from calls on electronic records
- Flexible
- A willingness and understanding of the need to receive regular supervision
- A willingness to offer support to colleagues and managers
- An awareness of anti-discriminatory practise
- Positive Attitude towards the client group
- Self motivated
- Excellent interpersonal skills
- Willing to work on own or with others
- Willingness to learn new skills and take on new tasks and challenges
- Ability to accept formative feedback without feeling threatened by it
Desirable
- Telephone counselling skills
