Telephone Support Line Operator


(you will be able to download and upload an application form on the next screen) 


Working shifts between Thursday and Sunday 6.20pm and 1.40am 

Fixed term contract to 31 March 2019 (extension subject to funding)



Community Services

Salary Band:

Operations B £16,200 - £18,630 (plus unsocial hours increase after 10pm)

Hours of Work:

Thursday to Sunday 6.20pm – 1.40am plus day time hours for supervision

Reports to:

Service Manager

DBS Check applicable:   



Job Purpose:

To listen, emotionally support, advise and assist service users who ring the help line in crisis for support.  Ensure safe and quality service provision.  Adhere to all the policies and procedures of Suffolk Mind. 

Main Duties & Responsibilities:


1            Communication and Relationship Skills

=         Responsibility to deliver emotional support / advice to callers via telephone / email and text service.

2            Knowledge, Training and Experience

=         To work with the team and with the Service Manager to continually improve own and team performance.

=         To receive regular supervision and appraisal and undertake any relevant training as appropriate.

3            Planning and Organisational Skills

=         To be able to work as part of a team and on own initiative when and where appropriate and when required.

=         Duties may vary from time to time and the post holder may be required to carry out other duties in consultation with the Service Manager, as they are consistent with the post.

4            Emotional Effort

=         To use the debrief system when required.

5            Freedom to Act

the right to access records held at Suffolk Mind On request

6            Responsibility

=         Client Care

o   Knowledge of adult safeguarding issues.

o   A commitment to service user involvement and empowerment.

o   A commitment to person centred care planning.

o   Clear understanding of and commitment to equal opportunities.

=         Policy and Service Development Implementation

o   To work within Suffolk Minds mission and values and all policies and procedures, including Safeguarding, Equality and Diversity, Participation, Quality and Health and Safety.  Comply with relevant external standards and quality marks.

=         Financial and Physical Resources

o   None

=         Human Resource Management

o   None

=         Information Resources

o   Responsibility to accurately record details of calls on relevant electronic systems.


Flexibility Clause:

As this is a developing post within a developing organisation it is expected that the post holder will be prepared to relinquish and/or undertake further appropriate responsibilities as may be necessary for the effective implementation of Suffolk Mind’s Vision and Mission and to adhere to the  policies and procedures under the overall remit of this job description.

Person Specification


Telephone Support Line Operator


Community Services


Operations B £16,200 - £18,630 (plus unsocial hours increase after 10pm)


November 2018

Desirable (2/3)

Essential (1)

Communication and Relationship Skills


=         The ability to communicate clearly with a range of people both over the telephone and in person, sometimes over sensitive and/or complex issues.

=         Ability and commitment to work as part of a team.

=         Excellent communication skills.

=         Good listening and people skills.

Knowledge, Training and Experience

=         2 years experience of working with people with a diagnosis of Borderline Personality Disorder.

=         Knowledge and experience of the voluntary or charity ‘care’ sector.

=         Qualification in mental health eg DipSW, RMN, Nvq3, Cert 3 or equivalent.

=         Trained in the knowledge and understanding of Personality Disorder Awareness Training.

=         Minimum of 2 years experience of working with people within the mental health field.

=         Experience in working with people suffering mental distress.

=         Experience of providing support in a 121 setting.

=         Knowledge of the range of local, national, statutory and voluntary agencies with which individuals may come into contact.

=         Educated to a good standard.

=         The ability to manage your own administration and be able to use a computer, particularly word processing packages and to maintain effective administrative systems.

=         Experience of taking calls on a helpline.

Planning and Organisational Skills


=         The ability to organise your own workload and use your own initiative.

=         Good planning and time management skills – responding to and prioritising a range of competing demands.

=         Good personal motivation and ‘can do’ attitude.

=         Willingness to travel occasionally and work outside normal office hours.

=         Commitment to personal and professional development.

Emotional Effort


=         Ability to make good use of supervision.

=         Able to give feedback and support.

=         A good sense of humour.

Freedom to Act


Responsibilities for Client Care


=         Knowledge of adult safeguarding issues.

=         A commitment to service user involvement and empowerment.

=         A commitment to person centred care planning.

=         Clear understanding of and commitment to equal opportunities.

Responsibilities for Policy and Service Development Implementation


Responsibilities for Financial and Physical Resources


Responsibilities for Human Resources Management


Responsibilities for Information Resources