Norfolk and Waveney Mind – triage and support line operative

You'll work with the crisis intervention team on our support line. You'll support clients with different mental health needs over the phone and manage referrals into our REST service.

You'll play an integral part in helping someone during a crisis. No 2 shifts on the support line are the same!

What you'll do

You will:

• Answer support line calls, providing appropriate information, advice and support to callers
• Signpost callers to services in the area 
• Maintain records of calls
• Discuss calls with the team lead and manager – particularly when you're unsure of how a call went
• Be aware of the impact that support line information can have on the physical, psychological and emotional wellbeing of callers
• Give information based on knowledge from the charity's electronic information system
• Make sure the information you give is accurate and up-to-date
• Offer emotional support to callers

About you

We're looking for someone with:

• Experience of working with people with complex needs who may be difficult to engage
• Experience in a call handling environment
• Experience working in a care role sector
• Knowledge of mental health conditions and treatment 
• Knowledge of wellbeing services or pathways
• A good understanding of complex mental health needs
• Experience of counselling or similar training

How to apply

For more information about the role, and the benefits of working for us, click apply now at the top of this page. This will take you through to the Norfolk and Waveney website.