Telephone Support Worker Hours of work: Full-time and part-time positions available (please specify in your application which you are interested in) Helpline works to a rotating shift pattern, covering our 24/7 service opening hours on a full time, or part time basis Salary: £26,607 with progression to £29,378 per annum (salary will be pro-rata for part time hours) Location: Remote (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. About us Mental Health Matters are a national charity who provide innovative and life changing mental health support for both individuals and communities. We offer a diverse range of services, and each and every person who works with us directly contributes to making positive changes, improving mental health and breaking down barriers. Everything about MHM is people focused, both for our workforce and the people we support. Our people are the driving force of our organisation, and we are committed to having a talented workforce who will make a positive impact on our communities. 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 · Competitive salaries, with an annual pay review process · 25 days Annual leave, increasing with length of service, plus bank holidays · Enhanced Occupational Sick pay · Access to our workplace pension scheme · Family friendly and flexible working arrangements to support a good work life balance · Access to our Wellbeing Offer - including EAP, Virtual GP service and wellbeing resources · Life Assurance and Free Will writing service · Blue Light Card and Charity Workers discounts · Access to Tickets for Good · Employee recognition and celebration schemes · A tailored induction programme, bespoke Personal Development and Career Pathways to support you in your role and your career aspirations 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 shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. 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