Call Handler - Support Worker

Job content

Would you like to work for a leading mental health charity?

Do you want a rewarding career where you can really make a difference?

If yes, join us here at Rethink Mental Illness.

We have an exciting opportunity in the North East Lincs area, where you will join our friendly and inspiring team as a Mental Health Recovery Worker– Out of Hours Call Handler . Your role will be a fixed term position ending September 2021 you will be working part time hours based across 2 services. You will need to be able to work flexibly as you will be working as part of a rota which can include evenings, nights and weekends.

Field View Crisis accommodation offers 4 Crisis beds for people experiencing mental health problems or mental illness. It provides support 24 hours a day, 7 days a week. The maximum stay for Crisis beds is 7 nights. Our Single Point of Access (SPA) service provides a first point of contact for people wishing to access Mental Health and services in North and North East Lincolnshire. The OOH SPA workers offer mental health triage to direct callers to the most appropriate service to meet their needs in liaison with the Navigo Crisis Team.

The service also provides a telephone support service, Lincsline, for anyone affected by mental health issues in North East Lincolnshire. This is available 5pm-9am Monday to Friday and 24 hours on weekends and bank holidays.

Who are we?

We’re Rethink Mental Illness, a leading charity provider of mental health services in England. We support thousands of people through our groups, services, policy, campaigns and advice and information. Our work supports us in delivering on our mission: “A better life for everyone severely affected by mental illness.”

What will you be doing?

You will be supporting someone in their daily activities and helping them lead a fulfilling life, this can involve things like,

Provide a professional front line customer service on behalf of the Navigo Crisis Team

Undertake basic triage over the telephone and respond to individual needs in the most appropriate way

Provide advice, information and guidance to the general public, other professionals and a range of stakeholders and to take responsibility for ensuring that all information provided is, at all times, accurate and up to date

Support Lone Workers at the Fieldview Crisis House and members of the Crisis Team over the phone with incidents or other emergencies where required e.g. alert the police or call local on-call

Identify and alert safeguarding issues relating to adults and children appropriately according to agreed policies, processes and practices

Establish links with both SPA Adult Social Care and Crisis Team staff, as well as key statutory, voluntary and community bodies

Do you have what we are looking for?

Ability to work with people in a way that they are not just defined by their illness, and to adopt the other person’s frame of reference and be non-judgmental

Maintain the quality of own work by working within the limits and own competence and responsibility and refers to issues beyond these limits to the relevant person / people

Support equality and value diversity and recognise people’s rights in accordance with legislation, policies and procedures

Input, store and provide data information accurately and completely, using correct format and consistent with legislation, policies and procedures

Ideally, we would like you to have some experience or understanding of Mental Health however Support Work isn’t all about qualifications. If you have a passion for making a difference to the lives of people living with a serve mental illness, you may be who we are looking for.

The safety and wellbeing of our service users and colleagues is our first priority, which is why it is now a condition of employment for anyone joining us that they have either had the recommended Covid-19 vaccine or agree to have it when offered by the NHS. You can find more information on our approach and why we have made this important decision in our attached Covid-19 vaccination information document.

What will you receive?

Positive and supportive working environments - We have a highly supportive working environment in which managers are challenging and supporting in equal measures.

Positive work-life balance – Flexible working opportunities and support from our employee assistance programme.

A competitive salary and pension scheme – We pay all employees the Real Living Wage and benchmark our against our competitors. Annual increments to the top of the payscale.

Strong management - A strong performance management culture is embedded across the organisation.

A fantastic learning and development offer - A clearly set out and accessible learning and development pathway, offering an extensive range of training and learning opportunities is accessible for all. This includes funding for post qualifying courses.

You will have plenty of opportunities to enhance your abilities with the opportunity to make a real difference every day. In addition, you will have excellent development opportunities including funded training, career development and a range e-learning courses. You will also receive:

Salary of 17,433.82 to 19,860.93

Annual Increments to top of spine range

Flexible working opportunities

Contributory pension scheme

Life assurance and employee assistance programme

25 days annual leave rising to 30 days plus bank holidays

Your "Rethink Day" - 1 day’s additional leave (pro rata) on your Birthday

Eyecare vouchers

Rose Adams is the Resourcing Advisor looking after this role. If you have a question please get in touch on 07775682782 or by email at

Just a couple of final things,

We welcome applications from everyone, applicants with lived experience, LGBTQ+, people with a disability, or who are BAME are actively encouraged to apply. We are proud to have also been awarded Disability Confident employer status and therefore we ensure our recruitment process is inclusive and accessible to everyone.

We reserve the right to change the closing date without notice depending on the number of responses received.

Coronavirus update: As a key worker, you’ll need to be available and able to carry out your role during the coronavirus pandemic.

In line with the Government and Public Health England guidelines, we have taken appropriate measures in our recruitment process to protect our staff, candidates and the people we support during the coronavirus outbreak.

Job Types: Part-time, Contract