Triage Operator

What We Offer:

Full Time – 37.5 hours per week Monday – Friday 9:00am – 5:00pm
​£21,463.06 per annum rising to £21,942.52 after a successful probation

Your base will be: REST Churchman House, 71 Bethel St, Norwich NR2 1NR

Annual leave entitlement of 26 days

Benefits: Pension, Online Discounts Portal, Blue Light Discount Card, Financial advice, Long Service Awards, Health & Wellbeing Program, Personal Development and Job Specific Training.

The Service
​The Triage and Support Line supports people with various Mental Health conditions from mild to moderate over the telephone. We triage service users into our service safely as well as speaking to professionals regarding a person’s needs. On the support line, we speak to people experiencing a mental health crisis – we support, listen, suggest services for the person to engage in as well as Safe Guarding individuals or contacting Emergency Services when necessary.

​The Role
​The post holder will work as part of a team responsible for triaging external calls that come into Mind. This will involve taking calls from members of the public and supporting them to make informed choices about where to access support within Mind and/or signposting them to external organisations.

Calls may include people in crisis, these calls can be distressing, we are looking for someone who is calm under pressure, resilient, empathetic, team player but also able to use own initiative to support people within calls.

You will have relationships across the organisation with different departments so you must be a natural networker and be able to maintain professional relationships, both internally and externally.

Among Other Responsibilities You Will

• Answer calls received by Mind in accordance with training received.
• Use own initiative and sensitivity to find the best way to present and explain information to each enquirer.
• Resilience to support people in potential emergency situations and signpost/transfer in a timely and safe way.
• Be aware at all times of the impact information or advice provided by us as an organisation can have on the physical, psychological and emotional wellbeing of enquirers
• Work closely with all other services provided within Mind and be able to signpost people with confidence to the best service for their needs.
• Work closely with all other services provided within Mind and to be able to assist those services with support around referrals into those services.

What We Are Looking For

• Experience of working with people with complex needs who may be difficult to engage
• Previous experience in a Call handling environment
• Knowledge of mental health conditions and treatment
• Good understanding of complex mental health needs
• Experience of Counselling or similar training
• ​Should you wish to have a friendly and informal chat about the role, please call Kim on (phone number removed) (between 09:00-16:00). Please leave a voicemail if we are unable to answer.

Individual dates for interviews will be confirmed.