Vacancy at Change Mental Health
This new and exciting role will assist our duty service within the team through providing information, emotional support as well as triaging. The role will work closely with a duty advisor on a day-to-day basis. They will adhere to rigorous guidelines and regulations ensuring that people receive the highest quality service possible.
- To be the first point of contact for people contacting the Advice Line, I use questioning skills to understand their situation including information about their mental health and finances.
- Use this information to triage clients, providing basic advice within my remit or referring to the duty advisor or other internally or externally as appropriate.
- Work in a coaching manner, exploring what outcomes the clients want and providing emotional support and advice within my remit to help them achieve their goals.
- Provide advice and guidance on budgeting, saving and financial capability.
- Provide advice on welfare benefits including basic benefit checks and helping with initial claims.
- Provide support and triage in relation to mental health issues such as accessing treatment and care.
- Work towards contractual targets and outcomes within agreed timescales and in line with quality standards.
- Demonstrate a commitment to delivering a quality-based service where knowledge and skills are shared.
- Work as part of a team to ensure smooth delivery of the service and excellent client care.
- Work flexibly with an understanding that this is a new and developing service
- Ensure systems are used in a way that enables the management and on-going monitoring and evaluation of the project.
- Continue to develop knowledge of mental health, welfare benefits and money advice to meet the needs of the service.
- Take on feedback from a variety of stakeholders and contribute to innovative changes and adaptations to service delivery.
- Ensure records are kept up to date and accessible to other staff and that casework is maintained effectively, recording advice provided, actions taken and outcomes achieved.
- Keep clear records of client demographics in line with service procedures
- Deal with enquiries from people from diverse backgrounds including those from black and minority ethnic groups and the lesbian, gay, bisexual and transgender community, with appropriate awareness of and sensitivity to the cultural factors relevant to mental health
- Keep informed about mental health and money issues.
- Support advisers in their casework, for example drafting letters and booking of appointments.
- Act in accordance with Data Protection legislation. Ensure all records, personal, staff and client data are managed in line with Data Management and Information Governance policies
- Comply with legal and regulatory requirements such as provisions set out in the Health and Safety at Work Act 1974
- As with all employees, workers and volunteers; to encourage people to join Change Mental Health as a member, donor or activist
- To act in accordance with the charity’s Health & Safety and Safeguarding policies and to notify your line manager promptly if there are any concerns
- To participate in regular supervision and appraisal and undertake any relevant training as appropriate to the role
- To work in accordance with the charity’s national policies and local operating procedures and those of external regulators or professional bodies
Essential Criteria:
- Possess a value base that is consistent with the aims and objectives of Change Mental Health
- Experience of working with electronic case recording systems.
- Experience of providing customer service over the phone.
- Ability to work autonomously.
- Experience of working with vulnerable clients, particularly people affected by mental illness.
- Well-developed IT skills- comfortable using Microsoft Office packages and bespoke databases.
- A willingness to learn and develop within the role and remit.
- An understanding of safeguarding.
This job profile and list of duties is not exhaustive and serves only to highlight the main requirements. The line manager may stipulate other reasonable requirements and projects commensurate with the general profile and grade of the post.
24/7 access to an award-winning Employee Assistance Programme providing free legal, financial, and medical advice as well as support with life’s challenges
A 35-hour working week, enhanced sick pay & season ticket loan
A great work life balance with flexible and blended working environment
Access to purchase a Blue Light Discount Card
Cycle to Work Scheme
Enhanced sick pay and leave entitlements.
Generous 37 days’ holiday
Paid Mental Wellbeing days
Professional development including funded opportunities
Successful applicants for this post will require a Basic Disclosure Scotland / a PVG Membership (this will be arranged by Change Mental Health during before you start your role). Please be aware that it is classed as an offence if you apply for this role and are barred from engaging in regulated activity relevant to children or vulnerable adults.
To apply please submit your CV and Cover Letter by clicking the 'apply' button below.
Please note all applications must be received by midday on Friday 28th of February. Interviews are due to be held the following week.
We welcome and encourage job applications from people of all backgrounds. If you consider yourself to have a disability, please inform us of any arrangements that we may make to the interview process.
We reserve the right to close this advert earlier or later than stated. Please don’t delay your application to avoid any disappointment.
If you have any questions or would like an informal chat, please reach out to Emma Morrow at emma.morrow@changemh.org
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| Job Description | Job-Description-Mental_Health___Money_Navigator.docx |