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Triage and Support Line Operators

Norfolk and Waveney Mind


Part Time

Norfolk and Waveney Mind

Closing Date: 18/08/22

Ref: NWM/68

Title and Location: 

  • Vacancy: Support Line Operative
  • Location – REST Hub, Churchman House, 71 Bethel Street, Norwich NR2 1NR

 What We Offer:

  • Part time positions available. Triage – 22.5 hours per week. Support Line – 15hrs to 22.5hrs per week, both with a 2-weekly rota.  A chance of overtime for day and night shifts are also available.
  • Triage day shifts available 09:00-17:00 weekdays and weekends.
  • Support Line Evening shifts available – 16:30 to 00:30 weekdays and weekends.
  • Salary Offered: £19,690.88 rising to £20,130.75 after completion of a successful 6 month probation (pro-rata. Advertised salary based on a 37.5 hour week).
  • Unsocial hours enhancements to be paid when required.
  • Annual leave entitlement of 26 days (pro-rata).
  • Free parking options available on site.
  • Online Discounts Portal, Financial advice, Long Service Awards, Health & Wellbeing Program AND Personal Development and Job Specific Training.
  • Comprehensive training programme with a focus on developing and expanding on your skills throughout employment with Norfolk and Waveney Mind.
  • We are proud to offer our employees a comprehensive staff benefits package: https://www.flipsnack.com/MindNorfolkandWaveney/benefits-brochure-2021.html

 A Little About Us: 

  • We have an investor in people certification.
  • We are the leading mental health charity in Norfolk and Waveney, providing services which make a real difference to people’s lives.
  • We are a friendly, flexible and supportive employer.
  • You will be working in strong partnership with Norfolk and Suffolk Foundation Trust (NSFT), Third Sector organisation, and Voluntary Community and Social Enterprise (VCSE) Sector.
  • We work to reduce the stigma associated with mental health, support people in their recovery and champion better services for all.
  • We believe that with the right support and resources everybody can create a life that feels meaningful to them.
  • We are a fast paced and growing organisation, so career progression is open to all
  • We are proud to announce that in our most recent staff surveys, the overwhelming majority of our employees are happy to refer others to our organisation, and enjoy our friendly/supportive team environment!

The Role:

The post holder will work with the Crisis Intervention Team in the Support Line. You will be responsible for providing support to clients with varying mental health needs over the phone and managing referrals into the REST service as and when required. You will play an integral part in assisting an individual during a period of crisis and no two shifts on the support line will look the same! As part of the team you will be an active contributor to signposting individuals to services that are targeted to their specific needs, long term aims and as well as providing a listening ear in their time of need. You will have the support of an incredibly knowledgeable team and you will never feel alone in supporting our callers.

This is an exciting time to join Mind and become part of the partnership within the REST Hub, delivering services within the provision of the Norfolk and Waveney Wellbeing Service. The service is commissioned to help people over 16 with mild to moderate mental health problems such as anxiety and depression.

Among Other Responsibilities You Will:

  • Maintain records of calls in accordance with the Support Line procedures.
  • Discuss calls and action points with Support Line Team Lead and Manager – particularly when you are unsure of how a call planned out.
  • Be aware at all times of the impact information or advice provided by the Support Line can have on the physical, psychological and emotional wellbeing of Service Users.
  • Ensure information provided to Service Users is accurate and up-to-date.
  • Provide emotional support to Service Users 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.
  • Answer Support Line calls, providing appropriate information, advice and support to callers as needed to meet service objectives.
  • Signposting Service Users to appropriate services within the area that are applicable to them.
  • Provide emotional support to callers when appropriate, focusing on the CHIME Model of Recovery.
  • Treat all callers with dignity and respect, regardless of the approach taken by the callers.
  • Identify own needs for support, including emotional support and use the support resources.
  • Assist with Triage as and when required.

What We Are Looking For:

  • Personal lived experience of accessing mental health services and psychological distress and interventions that helped recovery OR experience of supporting someone within this situation.
  • Knowledge of mental health conditions and treatment.
  • Knowledge of Wellbeing Services and pathways.
  • Understanding of any relevant legislation associated with the role.
  • Commitment to Norfolk and Waveney Mind’s values.
  • Desirable skills (not essential) include NVQ Level 3 or equivalent in a similar field.

Should you wish to have a friendly and informal chat about the role, please call

Mind reception line 0300 330 5488 opt 2. Please ask for Angharad or Saskia


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