Job summary

To provide operational leadership for the Mindline family of helpline shifts across the 24/7 services and other out of hours specialist helplines, ensuring that the services are delivered safely, effectively and consistently, covering periods of leave and that call handlers, staff and volunteers receive appropriate guidance and support.

To provide line management to designated Mindline staff and volunteers, supporting their wellbeing, performance, attendance, development and contribution to the service.

To support the Project Lead in delivery and the Operations Manager in planning, reviewing and continuous improvement of Mindline services in a growing system, ensuring that learning reflects current service requirements, organisational policies and good practice.

Main duties of the job

Operational leadership and shift supervision

Oversee the safe and effective running of allocated Mindline shifts and provide clear operational leadership throughout the shift.

Provide timely advice, guidance and support to call handlers employee and volunteers, including support with complex, distressed or high-risk contacts.

Provide regular, structured line management to designated employee and volunteers, including one-to-one meetings, well-being conversations and agreed follow-up actions.

Set clear objectives and expectations, monitor progress and provide constructive, evidence-based feedback.

Work within Mind in Somerset policies, procedures, delegated authority and agreed service standards.

Respond to safeguarding and risk concerns in accordance with organisational procedures and escalate without delay where required.

Contribute to the continuous development of Mindline services and associated digital support offers.

Identify operational themes, risks and improvement opportunities and share these clearly with the Mindline Project Lead & Mindline Operations Manager.

Act in accordance with Mind in Somersets values, policies and commitment to equity, diversity, inclusion and anti-discriminatory practice.

Take reasonable care for personal health and safety and that of colleagues, volunteers and people using the service.

About us

Mind in Somerset is a local mental health charity and part of the national Mind network, providing emotional wellbeing and mental health support across Somerset. It exists to ensure that anyone experiencing mental health difficulties has access to advice, support, and services that improve wellbeing and quality of life.

It operates a wide range of services including helplines, digital support, peer groups, one-to-one support, wellbeing hubs, and community-based activities, working both independently and in partnership with NHS and voluntary sector organisations.

Job summary

To provide operational leadership for the Mindline family of helpline shifts across the 24/7 services and other out of hours specialist helplines, ensuring that the services are delivered safely, effectively and consistently, covering periods of leave and that call handlers, staff and volunteers receive appropriate guidance and support.

To provide line management to designated Mindline staff and volunteers, supporting their wellbeing, performance, attendance, development and contribution to the service.

To support the Project Lead in delivery and the Operations Manager in planning, reviewing and continuous improvement of Mindline services in a growing system, ensuring that learning reflects current service requirements, organisational policies and good practice.

Main duties of the job

Operational leadership and shift supervision

Oversee the safe and effective running of allocated Mindline shifts and provide clear operational leadership throughout the shift.

Provide timely advice, guidance and support to call handlers employee and volunteers, including support with complex, distressed or high-risk contacts.

Provide regular, structured line management to designated employee and volunteers, including one-to-one meetings, well-being conversations and agreed follow-up actions.

Set clear objectives and expectations, monitor progress and provide constructive, evidence-based feedback.

Work within Mind in Somerset policies, procedures, delegated authority and agreed service standards.

Respond to safeguarding and risk concerns in accordance with organisational procedures and escalate without delay where required.

Contribute to the continuous development of Mindline services and associated digital support offers.

Identify operational themes, risks and improvement opportunities and share these clearly with the Mindline Project Lead & Mindline Operations Manager.

Act in accordance with Mind in Somersets values, policies and commitment to equity, diversity, inclusion and anti-discriminatory practice.

Take reasonable care for personal health and safety and that of colleagues, volunteers and people using the service.

About us

Mind in Somerset is a local mental health charity and part of the national Mind network, providing emotional wellbeing and mental health support across Somerset. It exists to ensure that anyone experiencing mental health difficulties has access to advice, support, and services that improve wellbeing and quality of life.

It operates a wide range of services including helplines, digital support, peer groups, one-to-one support, wellbeing hubs, and community-based activities, working both independently and in partnership with NHS and voluntary sector organisations.

Job summary

This role will support and work collaboratively with the Welcome to All teams and with the Open Mental Health Alliance. Welcome to All teams support Displaced People across Somerset. Open Mental Health' is a Somerset alliance of local voluntary organisations and the NHS. We are working in partnership to ensure that residents of Somerset get the support they need, when they need it.

Our shared ambition is to ensure that people living with mental health problems get the right support at the right time. Working together, we support people to live a full life, by enabling access to specialist mental health services, housing support, debt and employment advice, volunteering opportunities, community activities and physical exercise, to help support and improve their wellbeing and quality of life.

The Welcome to All teams focus on Displaced People Refugees and those Seeking Asylum through the local Welcome Hubs.

Main duties of the job

• To share coverage of provision for the Refugee Wellbeing Hubs across Somerset. Providing group support and where required 1 to 1 support to individuals. This will involve planning and delivering creative, engaging and inclusive group and activity support work that encourages and enables people to improve/maintain their mental well-being.
• Using a person-centred approach to support and encourage service users in active engagement in identifying, working through mental health and well-being needs and in accessing the group support offer or other services within the alliance.
• To encourage peer support within the group work.
• To enable service-users to have access to a wide variety of activities that are centred around the needs of the communities we are delivering in.
• To work flexibly and creatively to meet the needs of the service-users.
• To adhere to our inclusive way of working and support a diverse group of individuals. This will include supporting younger and older adults.
• To enable service-users to have access to information and signposting to other areas of support.
• To work closely and collaboratively with both the voluntary and statutory sectors to ensure that we are connecting service-users with relevant services. This will involve warmly transferring them within the alliance. This will be achieved by adhering to the no wrong door philosophy.

About us

Mind in Somerset is a local mental health charity and part of the national Mind network, providing emotional wellbeing and mental health support across Somerset. It exists to ensure that anyone experiencing mental health difficulties has access to advice, support, and services that improve wellbeing and quality of life.

It operates a wide range of services including helplines, digital support, peer groups, one-to-one support, wellbeing hubs, and community-based activities, working both independently and in partnership with NHS and voluntary sector organisations.

Equal Opportunities:

Mind in Somerset is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees and volunteers are expected to promote and work fully in line with the companys Equal Opportunities Policy.

Mind in Somerset is a Disability Confident employer and welcomes applications from disabled people. If disabled applicants meet the minimum criteria for the job, they can request and will be offered a guaranteed interview.

Should applicants require reasonable adjustment support for the interview, please contact the HR Team.