Role Details
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.
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