Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year. You will provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress.
About us
Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.
Job Responsibilities
- Provide compassionate, non‑judgemental listening.
- Support callers in moments of crisis and distress.
- Assess risk and respond appropriately.
- Offer guidance, signposting and reassurance.
- Record information accurately and work within service standards.
- This is a rota‑based role.
- Day shifts (office‑based in Sunderland).
- Nights & weekends (home‑based).
Qualifications
- Ideally, you’ll have a Level 2 Counselling qualification (or equivalent).
- We still encourage you to apply if you have relevant experience in areas such as social care, housing or substance misuse.
- If you do not yet hold a Level 2, you will be supported to work towards Level 3 within 6 months.
Experience
- Have experience supporting people with mental health or emotional needs (paid or voluntary).
- Can stay calm and make decisions in high‑pressure situations.
- Are a confident communicator with strong listening skills.
- Are passionate about reducing stigma around mental health.
Benefits
- 25 days annual leave (pro‑rata), increasing with service.
- 5% pension contribution.
- Employee Assistance Programme & wellbeing support.
- Enhanced family‑friendly policies.
- Cycle to work scheme.
- Gym discounts & healthcare cash plan.
- Retail discounts platform.
- Ongoing training & structured career development.
Important information
- Earliest office shift starts at 6:45 am – please consider travel.
- You must be able to attend the full 4‑week training programme in Sunderland.
- This is a rota‑based role, including nights and weekends.
- Rota’s are set – you can express your preference for the rota that best suits your circumstances.
How to apply
We operate Safer Recruitment processes, so if you are interested in this role you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form.
We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive.
Person Specification
We may ask for personal information during the application process. However, everything we ask is to ensure we can offer fair and accessible opportunities for everyone.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
Mental Health Matters
Address
Waterside House, Sunderland Enterprise Park, St Catherine’s Ct, Sunderland SR5 2TZ
Contact
Clair O’Connor
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