About the Company
The NHS North East and North Cumbria Integrated Care Board (ICB) is dedicated to improving the health and wellbeing of our communities. We are committed to providing high-quality, compassionate care and support across a range of services. Our crisis hotlines are a vital part of this commitment, offering immediate support to individuals experiencing mental health crises. Join a team where your empathy and dedication can make a real difference in people’s lives.
Job Description
We are seeking compassionate and resilient individuals to join our team as Trainee Crisis Hotline Operators. This is an entry-level position within the public sector, offering comprehensive training to equip you with the skills needed to support individuals experiencing mental health crises. Working in a shift-based pattern, you will be the first point of contact for callers, providing active listening, de-escalation, and guiding them to appropriate resources. This role requires exceptional empathy, the ability to remain calm under pressure, and a commitment to public service.
Key Responsibilities
- Answer incoming calls to the crisis hotline promptly and professionally.
- Provide empathetic and non-judgmental support to individuals in distress.
- Actively listen to callers, assess their needs, and identify immediate risks.
- Utilize de-escalation techniques to help stabilize callers in crisis.
- Provide information about mental health resources and services.
- Maintain accurate and confidential records of all calls and interactions.
- Collaborate with emergency services and mental health professionals when necessary.
- Adhere strictly to confidentiality policies and ethical guidelines.
- Participate in ongoing training and professional development sessions.
- Work effectively within a shift rotation, including nights, weekends, and holidays.
Required Skills
- Excellent active listening and verbal communication skills.
- Demonstrated empathy and compassion.
- Ability to remain calm and composed in high-stress situations.
- Strong problem-solving abilities.
- Basic computer literacy and data entry skills.
- Ability to work effectively both independently and as part of a team.
- Resilience and emotional strength to handle challenging calls.
- Commitment to maintaining strict confidentiality.
Preferred Qualifications
- Previous experience in a customer service or support role.
- Volunteer experience in mental health, social care, or related fields.
- Knowledge of local mental health services and community resources.
- First Aid for Mental Health certification.
- Experience working in a shift-based environment.
Perks & Benefits
- Comprehensive paid training program.
- Competitive NHS pension scheme.
- Generous annual leave allowance.
- Employee assistance program for personal and professional support.
- Opportunities for career progression within the NHS.
- A supportive and collaborative team environment.
- Access to a wide range of NHS employee discounts and benefits.
- Valuable experience in public sector mental health support.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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