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Evening Triage & Phone Support Worker - Hertfordshire Complex Needs Service

Job Introduction

An exciting opportunity has arisen to join our Turning Point Complex Needs Team as Evening Triage and Phone Support Worker.

This role requires someone passionate about promoting mental wellbeing and will require someone who is energetic and enthusiastic about engaging with individuals who may need our service. 

At Turning Point, we support people across England with mental health issues. As An Evening Triage and Phone Support Worker, you’ll make a real difference to their lives as you introduce them to the personal, flexible and realistic support they need to improve the quality of their lives in their communities. Passionate about people, you’ll enjoy the scope and support to enhance your own life and career too as you gain the experience, training and education you need to progress in your career with us.

Hertfordshire Complex Needs Service provides short term, holistic, community support to adults who are recovering from mental health issues, and additional complex needs including substance misuse, housing issues and other complex social issues.

We visit people in their own homes or meet at community locations across the area and working together we design a support package with goals that evolve with people’s changing needs and wishes. We offer high quality support to help people take control, improve the quality of their lives and face the future with confidence. No matter how complex a person’s needs, whether they’ve tried support services or not in the past, we can provide person-centred support that helps individuals decrease isolation, increase independence, learn new skills, integrate into the community and make the most of every new opportunity.

The typical working hours for this role are Monday to Friday 4pm-8:30pm (total 22.5 hours per week). Your induction will take place during the working day for the first 2 weeks and be based at our offices in Stevenage. Post induction, you will be working remotely.

Role Responsibility

As an Evening Triage and Phone support worker; you will be remotely supporting the phone line and incoming referrals of a busy voluntary sector service.

Your responsibilities will include managing incoming and outgoing evening calls, providing remote person-centred emotional support as well as advice, information and signposting to service users who are experiencing complex health and social issues You will be able to demonstrate safeguarding and health & safety are upheld and positive outcomes are delivered.

Alongside this, you will process inwards referrals to the service using IT systems and engaging with the service user to ensure the individual’s needs, wishes, preferences and data are captured accurately and sensitively.

In this role you will have opportunity to make a real difference to people who are experiencing mental health and physical health issues as well as complex social issues.

The Ideal Candidate

You are likely to be someone with outstanding written and telephone communication skills and administration experience as well as the ability to work effectively, independently, and as part of a busy team. You are likely to have experience in working in a phone support line setting to support vulnerable people experiencing mental health difficulties and complex needs.

In return, you'll enjoy the scope and support to enhance your own career, as you gain the experience and training you need to progress with us. Offering health and social care support on a not-for-profit basis, we invest every penny back into our care - and our people. So, if you're ambitious and focused on helping people with mental health issues, join us as Evening Triage and Phone support worker and add real value to people's lives, as well as your own.

About us

Why Turning Point?

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

Across the varied regions, sectors and settings we operate within, our organisation is held together by a shared vision – and our people are connected by the same values. These include belief in potential, confidence in communication, embracing positive change and always treating each other as individuals.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

Our people bring our vision to life. So, if you are enthusiastic, motivated and committed to support others to fulfilling their potential, here at Turning Point, we don't just offer you a job – we offer you a career.

What benefits will I receive?

Of course, we know it's not about the money. But that doesn't mean we don't reward our people for their invaluable work with a benefits package that includes:

  • Comprehensive Learning and Development opportunities - we are Investors in People Silver accredited
  • 28 days holiday, increasing with each year of service until 30 days. Plus the option to purchase additional holidays
  • Flexible benefit options including, bike to work schemes and season ticket loans
  • Competitive Pension and Life Assurance scheme
  • Employee Assistance Programme and access to online Health and Wellbeing support
  • Flexible working patterns to support work/life balance
  • Access to a wide range of discounts including Cinema, Groceries and Gym
  • paid mileage - 40p per mile

As part of the fight against COVID-19 here are some of the measures we have in place to keep our team members and the people we support safe:

  • Enhanced Infection/Prevention Control Measures, including the use of PPE, social distancing and regular testing
  • Following all government guidance applicable to our services as a minimum and ensuring our teams are trained effectively
  • Strongly encouraging colleagues to receive a vaccination to keep themselves and those around them safe, enabling access through time off & covering transport costs
  • Regular updates, FAQs, myth busting from Turning Point’s clinical team as well as wellbeing seminars which provide support on a variety of topics

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closing date.

Turning Point


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