About this role
Job summary 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.
Main duties of the job Provide compassionate, non-judgemental listening Support callers in moments of crisis and distress Assess risk and respond appropriately Offer guidance, signposting and reassurance Record information accurately and work within service standards
About us Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities.
Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.
Job description Job responsibilities Telephone Support Worker Be the voice someone needs in their hardest moment Full-Time Helpline Telephone Support Worker Sunderland (Hybrid working) Full-time 37.5 hrs, rotating shifts across 24/7 service hours £26,607 - £29,378 per annum + unsocialable hours enhancements Do you want to make a real difference-every single shift? At Mental Health Matters, our helpline is often the first place someone turns in crisis. A calm voice. A listening ear. A moment of human connection. If you're empathetic, resilient, and want to support people through some of life's most difficult moments, we'd love to hear from you. About Us Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. Why join us?
Make a meaningful impact - every conversation mattersFull training provided - no one starts this role aloneSupportive, values-driven teamClear development pathways in mental health and counselling About the role Our 24/7 helpline supports adults experiencing emotional distress across multiple NHS Trusts. You'll: Provide compassionate, non-judgemental listeningSupport callers in moments of crisis and distressAssess risk and respond appropriatelyOffer guidance, signposting and reassuranceRecord information accurately and work within service standards This is a rota-based role Day shifts (office-based in Sunderland)Nights & weekends (home-based) Is this role right for you? You might be a great fit if you: Have experience supporting people with mental health or emotional needs (paid or voluntary)Can stay calm and make decisions in high-pressure situationsAre a confident communicator with strong listening skillsAre passionate about reducing stigma around mental health Qualifications: Ideally, you'll have a Level 2 Counselling qualification (or equivalent)If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuseYou'll be supported to work towards Level 3 within 6 months Training & support You'll take part in a comprehensive 4-week training programme (mostly in-person, Mon-Fri, 9-5 in Sunderland), giving you the skills and confidence to succeed. From day one, you'll be supported by a team that truly understands the importance of this work. What we offer 25 days annual leave (pro rata), increasing with service5% pension contributionEmployee Assistance Programme & wellbeing supportEnhanced family-friendly policiesCycle to work schemeGym discounts & healthcare cash planRetail discounts platformOngoing training & structured career development A few important things to know Earliest office shift starts at 6:45am - please consider travelYou must be able to attend the full 4-week training programme in SunderlandThis is a rota-based role, including nights and weekendsRota's are set - you can express your preference in which rota would work for your induvial circumstances. Not sure if you meet every requirement? We know great candidates don't always tick every box. If this role excites you and you have relevant experience, we'd really encourage you to apply. 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
Person Specification
Qualifications Essential
Ideally, you'll have a Level 2 Counselling qualification (or equivalent) If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse You'll be supported to work towards Level 3 within 6 months
Experience Essential
Have experience supporting people with mental health or emotional needs (paid or voluntary) Can stay calm and make decisions in high-pressure situations Are a confident communicator with strong listening skills Are passionate about reducing stigma around mental health
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Mental Health Matters
Address Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ
Sunderland
SR5 2TZ
United Kingdom
Employer's website https://www.mhm.org.uk/ (Opens in a new tab)