Job summary Helpline Services provide several different helplines that cover the whole of Wales, all of which fall under the heading of supporting people with mental health problems, issues with drugs and alcohol, dementia, and acting as a referral and point of contact for two other services. Helpline Shift Managers provide first line supervision and training to helpline operators and volunteers. The provide a comprehensive management, support and advice role to volunteers and paid staff working on the helpline, and take responsibility for involving third parties when necessary. To carry out administration duties in connection with paid staff and volunteers, and with helpline data. To be responsible for daily security, and health and safety when on duty. Main duties of the job State briefly the purpose of the activity in terms of output or standards to be achieved; The main duty of the Shift Manager is to manage the staffing of the department, to offer support and advice to helpline operators, maintain supervisions, and PADRs. To provide support, advice and supervision for volunteers. To promote the Helpline Service across Wales. Maintain literature library for sending out to callers. To provide telephone cover for helpline operators on overflow calls. To maintain daily reports for the service i.e. missed call rates, training etc. To be responsible for day-to-day health and safety when on duty. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply. About us If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework. Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form. Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English. Date posted 14 April 2025 Pay scheme Agenda for change Band Band 4 Salary £26,928 to £29,551 a year per annum Contract Permanent Working pattern Full-time Reference number 050-AC257-0425 Job locations Romano 10 Grove Road Wrexham LL11 1DY Job description Job responsibilities Communication; The post-holder will communicate effectively with helpline operators, volunteers, other colleagues and managers in person and on the phone. The post-holder will take calls from callers on all helplines when all operators are on calls providing a listening ear, advice, and signposting. The post-holder will talk to stakeholders and members of the public across Wales at wellbeing events. Stipulate what has to be done by the post holder; The post-holder will monitor and staff the helpline rotas, monitor and stock take promotional literature, manage a team of helpline operators, complete all related administration connected to this role. The post-holder will undertake training in order to meet the requirements of the post. Identify the physical skills the post holder will need to fulfil the job duties; The post-holder will need sound keyboard skills. The post-holder will be required to delivery and erect large standing display banners at promotional events. The post-holder will be required to carry and set out promotional materials. The Helpline Service offices are on the first floor and there is currently no lift. Describe the task that has to be completed; To supervise and manage a team of helpline operators, working on a shift pattern of days and nights. To provide regular supervisions to the operators, conduct PADRs, and identify training needs. To authorise annual leave requests and record these on the ESR system, being mindful of the needs of the service. To record sickness absence on ESR, conduct return to work meetings, and to escalate absences to Team Manager where policy prompts have been met. To monitor staff cover in the helpline room, and to plan rotas in advance, and to contact staff to work shifts as appropriate. Respond to helpline operator requests for assistance by providing immediate support and advice when dealing with any difficult calls; this includes calls where confidentiality should be broken for life threatening emergencies, to contact the emergency services or to support the helpline operator in doing so. To represent the Helplines across wellbeing events and other meetings across Wales, including delivery and erection of display banners, and organising and distribution of other promotional material Ensure compliance with policies, procedures, and guidelines, by monitoring the service, and staff to ensure adherence to the same. Monitor stocks of literature using the database, and requisition repeat supplies by telephone and email to organisations. Take responsibility for day-to-day health and safety when on duty. Collate and check timesheets. Monitor requests for literature from callers or web orders using the database. Check helpline operator logs for accuracy. Provide reports to management as required and daily and as required including missed call rates, sickness absence, training compliance etc. THIS IS NOT AN EXHAUSTIVE LIST Job description Job responsibilities Communication; The post-holder will communicate effectively with helpline operators, volunteers, other colleagues and managers in person and on the phone. The post-holder will take calls from callers on all helplines when all operators are on calls providing a listening ear, advice, and signposting. The post-holder will talk to stakeholders and members of the public across Wales at wellbeing events. Stipulate what has to be done by the post holder; The post-holder will monitor and staff the helpline rotas, monitor and stock take promotional literature, manage a team of helpline operators, complete all related administration connected to this role. The post-holder will undertake training in order to meet the requirements of the post. Identify the physical skills the post holder will need to fulfil the job duties; The post-holder will need sound keyboard skills. The post-holder will be required to delivery and erect large standing display banners at promotional events. The post-holder will be required to carry and set out promotional materials. The Helpline Service offices are on the first floor and there is currently no lift. Describe the task that has to be completed; To supervise and manage a team of helpline operators, working on a shift pattern of days and nights. To provide regular supervisions to the operators, conduct PADRs, and identify training needs. To authorise annual leave requests and record these on the ESR system, being mindful of the needs of the service. To record sickness absence on ESR, conduct return to work meetings, and to escalate absences to Team Manager where policy prompts have been met. To monitor staff cover in the helpline room, and to plan rotas in advance, and to contact staff to work shifts as appropriate. Respond to helpline operator requests for assistance by providing immediate support and advice when dealing with any difficult calls; this includes calls where confidentiality should be broken for life threatening emergencies, to contact the emergency services or to support the helpline operator in doing so. To represent the Helplines across wellbeing events and other meetings across Wales, including delivery and erection of display banners, and organising and distribution of other promotional material Ensure compliance with policies, procedures, and guidelines, by monitoring the service, and staff to ensure adherence to the same. Monitor stocks of literature using the database, and requisition repeat supplies by telephone and email to organisations. Take responsibility for day-to-day health and safety when on duty. Collate and check timesheets. Monitor requests for literature from callers or web orders using the database. Check helpline operator logs for accuracy. Provide reports to management as required and daily and as required including missed call rates, sickness absence, training compliance etc. THIS IS NOT AN EXHAUSTIVE LIST Person Specification MANAGEMENT Essential QUALIFICATION PASS, OR EXPERIENCE Desirable ILM QUALIFICATION EXPERIENCE Essential EXPERIENCE OF WORKING WITHIN OFFICE ENVIRONMENT EXPERIENCE OF MANAGING A TEAM OF PEOPLE EXPERIENCE OF DELIVERING SUPERVISION AND APPRAISALS KNOWLEDGE OF MICROSOFT OFFICE KNOWLEDGE OF MENTAL HEALTH, DEMENTIA, SUBSTANCE USE/MISUSE Desirable EXPERIENCE OF WORKING IN NHS Person Specification MANAGEMENT Essential QUALIFICATION PASS, OR EXPERIENCE Desirable ILM QUALIFICATION EXPERIENCE Essential EXPERIENCE OF WORKING WITHIN OFFICE ENVIRONMENT EXPERIENCE OF MANAGING A TEAM OF PEOPLE EXPERIENCE OF DELIVERING SUPERVISION AND APPRAISALS KNOWLEDGE OF MICROSOFT OFFICE KNOWLEDGE OF MENTAL HEALTH, DEMENTIA, SUBSTANCE USE/MISUSE Desirable EXPERIENCE OF WORKING IN NHS 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Betsi Cadwaladr University Health Board Address Romano 10 Grove Road Wrexham LL11 1DY Employer's website https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)