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Telephone Support Line Worker

Norwich & Central Norfolk Mind

£17955 Pro-rata Per Year

Part Time

Norwich & Central Norfolk Mind

Closing Date: 07/11/17

Job Purpose

The aim of the post is to work as part of a team responsible for providing a helpline to service users of the Norfolk and Waveney Wellbeing Service provided by Norwich and Central Norfolk Mind.  Ensuring accurate records are kept and maintaining confidentiality.

Core Responsibilities

  • To answer calls to the Helpline in accordance with training received
  • Use own initiative and sensitivity to find the best way to present and explain information to each enquirer
  • Be aware at all times of the impact information or advice provided by the Helpline can have on the physical, psychological and emotional wellbeing of enquirers

Specific Duties

  • To answer calls to the Helpline in accordance with training received
  • To maintain records of calls in accordance with the Helpline policy and practice guidelines
  • To discuss calls and action points with Team Leader
  • Use own initiative and sensitivity to find the best way to present and explain information to each enquirer
  • Be aware at all times of the impact information or advice provided by the Helpline can have on the physical, psychological and emotional wellbeing of enquirers
  • Ensure information provided to enquirers is accurate and up-to-date
  • Respond to all enquiries within the remit of Helpline policies, procedures and practices
  • Provide emotional support to enquirers as appropriate
  • Provide information and advice based on the accumulated knowledge in the Charity’s electronic information system; Mind’s fact-sheets and other materials; trusted websites and own experience or research, when necessary
  • To maintain records in line with the service operational procedures
  • Answer helpline calls, providing appropriate information, advice and support to callers as needed to meet service objectives
  • Write appropriate and accurate written responses to email enquiries from service users within established timescales
  • Equal time to be given to answering helpline calls and helpline emails
  • Record the details of enquiries and enquirers on the client record system
  • Assist enquirers in assessing their information needs
  • Explain complex health, scientific, legal, social or care issues to enquirers in a way that they can best understand
  • Respect the needs of enquirers to receive as correct and full information or advice as far as they are able to do so
  • Keep up to date with Mind’s and external sources of information, so specific information can be found quickly and passed on to enquirers as needed
  • Provide emotional support to enquirers when appropriate
  • Treat all enquirers with dignity and respect, regardless of the approach taken by the enquirer
  • Identify own needs for support, including emotional support and use the support resources
  • Offer enquirers printed information, and send within established timescales
  • When appropriate, signpost enquirers to other relevant sources of help
  • Check voicemail messages and return calls
  • Research specific information requested by enquirers
  • Develop and maintain own knowledge of all aspects of mental health.
  • Support other members of the Helpline team
  • Assist and share knowledge with other members of the team, attending and participating in regular team meetings, attend appropriate training courses and participate in skills sharing sessions within the team.
  • Positively promote the service to external agencies and the relevant statutory bodies.
  • To participate in regular case-conferences and supervision.
  • At all times adhere to relevant legislation, good practice and policies and procedures, including Health and Safety, Confidentiality and Equal Opportunities
  • To collect and collate qualitative and quantitative data on the profile of people who are accessing the service.
  • To support analysis of this data, indicating areas of unmet need, and contribute to recommendations for changes in services
  • Keep accurate and up to date records in line with relevant policy and ensure that data is collected as required
  • To carry out any other duties necessary to the smooth running of the project
  • Carry out any other reasonable duties broadly analogous to the above as directed by the Team Leader, Head of Recovery, Chief Executive Officer or the Board of Trustees
  • To work within Norwich and Central Norfolk Mind’s policies and Code of Conduct
  • To contribute to the development of the strategic planning and implementation processes within Norwich and Central Norfolk Mind
  • To keep abreast of evidence based practice by use of relevant reading, attendance at in service training, external courses and research the delivery of all mandatory training for staff

Please click on the following link for further information and details of how to apply:
https://norwichandcentralnorfolkmind.peoplehr.net/Pages/JobBoard/Opening.aspx?v=0f5e6c72-52b4-4039-8f88-be54de9e62a5

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