Shift Supervisor - Helpline

We have an exciting opportunity to join us as shift supervisors who will undertake the role of Telephone Support Worker and also support the service to deliver the most effective methods of support to those who use our services. You will provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress as well as being responsible for the management of your shift and subsequent activity. Office shifts can start as early as 6.45 am, please consider your method of transport before applying. (shifts are on rotating rota basis, this comprises of early dayshifts, midshifts and week of nightshifts, shifts also includes weekends). 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.
• Responsible for management of shift activity undertaking shift supervision responsibilities as outlined in daily task list, e.g. review call volume and allocation of resources.
  
  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., To be successful in this role, you will be highly organised with an exceptional attention to detail and the ability to troubleshoot and make the most of our resources, so everyone who uses our services feels listened to and supported and your colleagues feel valued and supported to undertake their roles. You will have experience of providing a service over the telephone to a range of individuals, including those in distress.
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. It is important that you can demonstrate experience of assessing and acting upon risk as well as providing emotional support to individuals in distress. Please outline how your experience matches the person specification in your supporting statement. Ideally, the successful candidate will hold a Counselling Certificate at a minimum Level 2, with a willingness to work toward a Level 3 Diploma within the first 6 months. You will have some experience within the mental health industry, in either a voluntary or professional capacity. Experience in other social care sectors such as substance misuse and housing will also be considered. Supervisory experience is some capacity is desirable. If you do not have Level 2 Counselling qualification, 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.

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. 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.

Hours of work: Full time 37.5 hrs (over a rolling rota, covering our 24/7 operating hours) Salary: £26,457 with progression to £29,213 (Unsociable hours enhancements for weekend nightshifts and bank holidays) Base: Hybrid - Day shifts at Waterside House, Sunderland. Night shifts home based. Not all heroes wear capes...... some hold a phone! Could you be there for someone in crisis? This is more than just a job….. it's a chance to make a difference!, You will go through our comprehensive, in-person training program in your first 4 weeks of employment which will give you the tools you need to succeed in the role, as well as offering a great opportunity to get to know your new colleagues. (Please note you must be available to attend the minimum 4 week in person training programme, Monday - Friday 9am-5pm, at our offices in Sunderland) In addition, you will receive:
• Competitive salaries, with an annual pay review process
• 25 days Annual leave, increasing with length of service, plus bank holidays
• Enhanced Occupational Sick pay
• 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
• Bespoke Personal Development and Career Pathways to support you in your role and your career aspirations
The closing date given is a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Please note that due to the sensitive nature of the duties, an enhanced DBS will be sought in event of a successful application. All disabled applicants who meet the minimum essential short-listing criteria are guaranteed an interview. MHM is an Equal Opportunities Employer.