Overnight Mental Health Helpline Worker
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Job Description
Overnight helpline worker providing telephone and text support for people experiencing urgent mental health concerns. Assessing risks, creating safety plans, and connecting callers with community services.
Responsibilities:
- Provide telephone-based mental health support to callers of all ages across Dudley, Wolverhampton, Sandwell and Walsall
- Provide compassionate, person-centred support via telephone and text
- Complete assessments and identify immediate support needs
- Develop and review support and safety plans
- Support callers to manage risks and build coping strategies
- Signpost and refer individuals to appropriate community and statutory services
- Work closely with colleagues, volunteers and partner agencies
- Maintain accurate records and case notes
- Contribute to a safe, high-quality and continuously improving service
Requirements:
- Experience supporting people affected by mental ill health, or experience within a health, social care or support setting (paid or voluntary)
- Ability to assess needs, identify risks and develop effective support plans
- Strong understanding of mental health and recovery-focused support
- QCF Diploma/NVQ Level 3 in Care, Certificate in Community Mental Healthcare (or equivalent), or willingness to work towards a relevant qualification
- Excellent communication, listening and problem-solving skills
- Commitment to Rethink Mental Illness values and CARES behaviours
- Enhanced DBS Check with Adults and Children
- Ability to work overnight shifts, one full weekend every four weeks, bank holidays, and the Christmas/New Year rota
- Work from home
Benefits:
- Regular supervision
- Debrief opportunities
- Access to wellbeing support
- Inclusive workplace where everyone can thrive
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