Helpline Operator

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 Helplines include the following;

CALL Helpline- The all Wales mental health helpline. C.A.L.L. Mental Health Helpline - Community Advice and Listening Line (callhelpline.org.uk)

DAN 24/7- The all Wales Drug & Alcohol helpline. DAN 247 – Wales Drug and Alcohol Helpline

Wales Dementia Helpline. Wales Dementia Helpline - Supporting those living with Dementia and their Carers (callhelpline.org.uk)

Drug Litter line. North Wales Drugs Litter Line: A dedicated freephone number for the public to report discarded needles and syringes

3 X 12 hour shifts per week including an additional 6 hour shift during the month. This includes days and nights.

Main duties of the job

The ability to work alone is essential. The ability to work inclusive of Bank Holidays, Christmas and New Year is an essential requirement of the post in line with the needs of the service.

Applicants with knowledge of substance misuse issues and mental health would be especially welcome. Team working is vitally important as supporting colleagues during shifts is actively encouraged.

Applicants will ideally have basic computer skills and experience of 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 is an essential requirement, 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.

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.