Main area: Communication
Grade Band: 3
Contract: Permanent
Hours: Part time - 28 hours per week (4 shifts on, 4 shifts off: 3 day shifts and 1 night)
Job ref: 050-AC140-0225W
Employer: Betsi Cadwaladr University Health Board
Employer type: NHS
Site: Romano Town, Wrexham
Salary: £24,433 - £26,060 per annum pro rata
Salary period: Yearly
Closing: 06/03/2025 23:59
Helpline Operator
Band 3
Job overview
The ability to speak Welsh is essential for this post.
The Helplines Department currently operates several 24-hour helplines from a base at Grove Road in Wrexham. Helpline Operators respond to incoming calls on the helplines as well as make outgoing calls in response to voicemail messages. All of the helplines provide emotional support, advice, information, and literature to callers living with mental ill health, dementia, and substance misuse issues, as well as offering support to families, friends, and carers.
The ability to work alone is essential. The ability to work inclusive of Bank Holidays, Christmas, and New Year is a requirement of the post in line with the needs of the service.
Applicants with knowledge of substance misuse issues and mental health are especially welcome. Teamwork is vitally important as supporting colleagues during shifts is actively encouraged.
Applicants should ideally have basic computer skills and experience with the issues and difficulties facing people living with mental distress or coping with drug/alcohol abuse problems. Full training will be given. Good communication skills are essential, and the need to work flexibly is an important part of the role; this includes weekends and night shifts.
We strongly encourage prospective applicants to visit the Department for an informal discussion.
Working for our organisation
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.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications and / or knowledge
* Minimum 5 GCSEs or equivalent
* Knowledge of mental health issues including primary and secondary care services, severe and enduring mental conditions.
* Knowledge of substance misuse.
* Knowledge of dementia and the effects on caregivers.
Experience
* Dealing with the public on the phone.
* Excellent telephone skills/manner.
* Working as part of a team and lone working.
* Experience of working within an office environment.
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