Part Time (Day Shift) Mental Health Helpline Worker

Location: Homebased
Contract: Permanent 14.5 hours
Salary: £10,168.61
DBS Check: Enhanced with Adults and Children

This post is a part-time mental health helpline worker position, working the following hours :

5 hours 8am-1pm

5 hours 8am-1pm

4.5 hours8am-12:30pm

The helpline has a weekend rota in place, requiring staff to work one full weekend (Saturday & Sunday) every 4 weeks.

The helpline runs 365 days a year, the post holder is required to work bank holidays. Annual Leave is not permitted over the Christmas and New Year period; at this time, we operate a rota where staff are permitted to work three 4-hour shifts alongside their usual hours.

Working from home as part of a dedicated team, you'll be there for people experiencing urgent mental health concerns, offering emotional support, de-escalation, guidance and signposting to appropriate services. You'll help people regain control, build resilience and access the support they need to move forward.

About the Service

The Rethink Mental Illness Black Country 24/7 Helpline provides free, round-the-clock support for people living in Dudley, Wolverhampton, Sandwell and Walsall who are experiencing urgent mental health difficulties. The service works alongside NHS clinical colleagues to provide timely support, helping people access the right help at the right time.

What You'll Be Doing

As a Mental Health Recovery Helpline Worker, you'll use your communication skills, empathy and professional judgement to support callers through periods of distress and uncertainty. Your role will include:

• Providing telephone-based emotional support and crisis de-escalation.
• Completing assessments and identifying support needs.
• Developing and reviewing support, safety and risk management plans.
• Supporting people to identify recovery goals and take positive steps towards achieving them.
• Signposting and referring individuals to community services and specialist support.
• Working collaboratively with NHS partners and external agencies.
• Maintaining accurate and timely records using electronic systems.
• Supporting volunteers and contributing to continuous service improvement.
• Promoting recovery, hope and independence in every interaction.

Who We're Looking For

You'll be someone who is passionate about supporting people affected by mental illness and committed to delivering person-centred, recovery-focused support.

Essential

• 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.

Desirable

• QCF Diploma, NVQ Level 3 in Care, Certificate in Community Mental Healthcare, or an equivalent qualification.
• Experience working within crisis support, helpline services, mental health services or community-based support.

In return, you'll benefit from:

• 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.

Ready to Apply?

If you're an empathetic, resilient and recovery-focused individual who wants to support people through some of the most challenging moments in their lives, we'd love to hear from you.

Why join Rethink Mental Illness?

We believe people do their best work when they feel supported, valued and able to be themselves. You'll benefit from:

• An inclusive culture, with colleague-led staff networks for Disability & Neurodiversity, Race & Ethnicity, LGBTQIA+, Gender Equality and Menopause.
• Flexible working and 25 days' annual leave (plus bank holidays and your birthday off), with the option to buy or sell leave.
• Wellbeing support including our Wellbeing Hub, Employee Assistance Programme, Wellbeing Champions and Unmind.
• Learning and development opportunities to help you grow your career.
• Financial and family benefits including a contributory pension, enhanced family leave and travel schemes.
• Recognition and rewards including discounts, cashback offers and a Blue Light Card.
• Referral bonus where you can earn up to £300 for introducing someone to our team.

Our commitment to inclusion

We're proud to be a Disability Confident Employer and a signatory to the Business in the Community Race at Work Charter. We're also committed to becoming a truly anti-racist employer, campaigning organisation and service provider supported by a multi-year equity, diversity and inclusion programme of work. For more information please view https://www.rethink.org/media/hdtjjy5b/revised-edi-plan-rethink.pdf

We actively encourage applications from people of all backgrounds and experiences and want everyone to have the opportunity to demonstrate their skills and experience. If you need reasonable adjustments during recruitment or when in your role, please let us know and we will work with you to understand what support you need.