Mental Health Helpline Worker
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Job Description
Home-based Mental Health Helpline Worker supporting urgent callers for Rethink Mental Illness. Providing emotional support, crisis de-escalation, assessments and referrals.
Responsibilities:
- Provide telephone-based emotional support and crisis de-escalation.
- Complete assessments and identify support needs.
- Develop and review support, safety and risk management plans.
- Support people to identify recovery goals and take positive steps toward achieving them.
- Signpost and refer individuals to community services and specialist support.
- Work collaboratively with NHS partners and external agencies.
- Maintain accurate and timely records using electronic systems.
- Support volunteers and contribute to continuous service improvement.
- Promote recovery, hope and independence in every interaction.
- Work from home as part of a dedicated team supporting people experiencing urgent mental health concerns.
- Work 12pm–5pm, five shifts per week, including one full weekend every four weeks and bank holidays.
Requirements:
- Experience supporting people with mental ill health, or experience delivering care and support in a health or social care setting (paid or voluntary).
- Ability to assess an individual's needs and circumstances and develop effective support and risk management plans.
- Strong knowledge of mental health and appropriate intervention approaches.
- Excellent communication, listening and relationship-building skills.
- Ability to work independently while remaining an effective team member.
- A commitment to the values and behaviours of Rethink Mental Illness.
- Enhanced DBS Check with Adults and Children.
- Desirable: QCF Diploma, NVQ Level 3 in Care, Certificate in Community Mental Healthcare, or an equivalent qualification.
- Desirable: Experience working within crisis support, helpline services, mental health services or community-based support.
Benefits:
- Ongoing training and development opportunities.
- Regular supervision and support.
- The opportunity to work within an experienced and supportive team.
- A role where every shift can make a life-changing difference.
- The chance to help people find hope, safety and support when they need it most.
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