Key Responsibilities 1. Be the Voice of Compassion:Answer incoming calls with a compassionate and professional demeanour. Treat each caller with the utmost dignity and respect, creating a welcoming and safe space for those in need. 2. Guiding Wellness Through Needs Assessment:Skilfully assess needs on the phone to ensure individuals receive the immediate care they require. 3. Empowering First Point of Entry:As the gateway to S&G Mind, complete needs assessments and vital documents, such as safety planning, setting the foundation for holistic support and care. 4. Rapid Response to Urgent Care:Swiftly identify and respond to situations where urgent care to the caller is required or others, ensuring a prompt and effective resolution. 5. Seamless Transitions to Help:Master the art of referrals, guiding callers to the most suitable services within S&G Mind or externally. Provide a warm handover to minimise the emotional burden on the caller. 6. Timely Voicemail Care:Respond to voicemails promptly, ensuring that no one is left without the support they need, even during busy periods. 7. Nurturing Continuity of Care:Initiate follow-up calls when appropriate and establish connections with professionals involved in the caller's care, offering seamless support and collaboration. 8. Lifesaving Skills in Action:Receive training in Mental Health First Aid (MHFA) and Suicide First Aid, applying these essential skills to assist individuals in crisis. 9. Community Wellness Advocate:Promote the telephone line service to the local community and partner organisations, expanding the reach of vital support. 10. Collaborative Excellence:Work closely with colleagues to ensure efficient internal systems, maintain records, and uphold GDPR compliance, contributing to the organisation's seamless operations. 11. Compliance and Quality Assurance:Execute all tasks in alignment with S&G Mind's policies and procedures, staying up to date with current legislation and quality standards. 12. Continuous Learning and Contribution:Actively participate in internal and external Multi-Disciplinary Team (MDT) meetings, seek supervision, engage in appraisal processes, and commit to ongoing training and development, ensuring your personal and professional growth.