Mental Health Helpline Worker

Pay

• £12.06 an hour

• 
  

Job type

• Full-time

• 
  

Benefits

Pulled from the full job description

• Annual leave

• Company pension

• Employee discount

Job Title: Mental Health Helpline Worker
Location: Kent and Medway
Salary: £12.06 per hour (bank workers)
Shift Patterns: 8am to 4pm, 3pm to 12am (midnight), 12am (midnight) to 8am
Organization: Rethink Mental Illness

Job Overview:

We are seeking passionate and experienced Mental Health Helpline Workers to join our dedicated team. As a helpline worker, you will play a critical role in delivering essential mental health support to individuals experiencing emotional distress. Through telephone and web chat services, you will assist in preventing the escalation of mental health challenges, offering compassionate care and guidance to those in need.

Working with Release The Pressure, a free 24/7 helpline and webchat service, you will provide support to individuals aged 16 and over across Kent and Medway. Our service is designed for people facing emotional difficulties, those impacted by mental illness, their carers, friends, family members, and professionals seeking advice.

By engaging with clients over the phone, you will assess their needs and risk levels, providing emotional support and offering referrals to internal and external resources. Your ability to quickly establish rapport, listen empathetically, and make appropriate referrals will be key to ensuring each caller receives tailored help while minimizing the need for them to retell their story.

Key Responsibilities:

• Provide compassionate telephone support to individuals facing emotional distress or mental health issues, helping them navigate their difficulties in real time.

• Assess client needs and risk levels through effective communication, understanding their immediate concerns, and providing appropriate solutions.

• Deliver information and guidance to clients and professionals, directing them to relevant services or resources that can assist with their specific needs.

• Maintain a high standard of confidentiality and professionalism, ensuring the service is delivered sensitively and efficiently.

• Operate the helpline in collaboration with other team members, managing calls and webchats from self-referrals, carers, professionals, and other stakeholders.

• Establish rapport quickly with individuals who may be in heightened states of distress, ensuring their concerns are heard and validated.

• Make timely and appropriate referrals to internal and external services, ensuring clients are directed to the most appropriate resources, all while ensuring they only need to tell their story once.

• Ensure accurate recording and reporting, documenting interactions and outcomes according to service protocols.

• Collaborate with professionals in the wider mental health sector, acting as a bridge between services to ensure continuity of care.

Service Overview:

Release The Pressure is a 24/7 mental health helpline that provides free, confidential support to people aged 16 and above in Kent and Medway. Whether clients are struggling with mental illness, experiencing distress, or simply seeking advice, our helpline is a vital resource for preventing, reducing, and de-escalating emotional crises.

With three shift patterns available each day, our helpline workers ensure continuous access to support. The shift options are as follows:

• 8:00 AM – 4:00 PM

• 3:00 PM – 12:00 AM

• 12:00 AM – 8:00 AM

Who We Are:

Rethink Mental Illness is a leading charity dedicated to improving the lives of individuals severely affected by mental illness. Through a combination of direct services, policy advocacy, campaigning, and advice, we work to fulfill our mission of creating a better life for everyone severely affected by mental illness. Our helpline is a core component of this mission, offering accessible support to those who need it most.

At Rethink Mental Illness, we take pride in our inclusive and dynamic work environment. We actively encourage applications from diverse backgrounds, recognizing that lived experience and diverse perspectives enhance our ability to provide compassionate and effective care.

Why Work With Us?

At Rethink Mental Illness, we understand that caring for our people is just as important as caring for our clients. We offer a wide range of benefits designed to support the well-being, development, and work-life balance of our employees.

Benefits include:

• PULSE – Our comprehensive recognition, rewards, and well-being platform offers access to thousands of discounts, benefits, cashback options, and reloadable cards, allowing you to save money while shopping. You can also use the platform to thank colleagues and nominate them for awards, fostering a culture of appreciation.

• Wagestream – Provides instant access to up to 50% of your earned wages, empowering you to manage your finances flexibly. Wagestream also includes tools and expert advice on financial management, as well as features to help you save directly from your paycheck.

• Wellbeing Support – We offer physical, emotional, and mental health resources through our Wellbeing Hub. Additionally, all employees have access to the BUPA Employee Assistance Programme, which includes professional support and appointments.

• Flexible Working – We understand the importance of balance. At Rethink Mental Illness, you have the flexibility to choose where you work, and manage your own schedule while delivering the best possible care.

• Generous Annual Leave – Enjoy 25 days of annual leave, rising to 30 days after a period of service, plus bank holidays. We also provide the option to take your birthday off and allow employees to buy or sell annual leave to suit their needs.

• Pension Scheme – Our contributory pension scheme helps you plan for your future.

• Structured Corporate Induction – We provide comprehensive onboarding and support throughout your induction, ensuring you feel prepared and confident in your role.

• Employee Referral Program – Receive up to £300 when you successfully refer a friend or family member to work with us.

Join Us:

This is an exciting time to join Rethink Mental Illness as we continue our transformation journey. Our strategy focuses on building communities of care, and we believe that diverse voices are essential to this mission.

If you are passionate about mental health, dedicated to making a difference, and eager to work in an inclusive, supportive environment, we encourage you to apply. We welcome applicants from all walks of life and are particularly keen to hear from individuals with lived experience of mental health challenges.

For more information, visit our website or reach out to us at recruitment@rethink.org.

Our Core Values:

• Commitment

• Equity

• Expertise

• Hope

• Openness

• Passion

• Understanding

Apply Today and Be Part of Our Mission!

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