Mindline Live Webchat handler (Volunteer)

Title: Mindline Live Webchat handler (Volunteer) 

Commitment:   

• Required level of commitment 1 x 3hr shift per week, to include at least 1 x shift a month covering a Saturday or Sunday. 
• Each shift is 8pm – 11pm 

 Location: Home working  

Reports to: Mindline Project Lead 

Role Purpose: Volunteering under the supervision of the Mindline Project Lead and Shift Supervisor to operate the Mindline Live Webchat service, supporting the day-to-day running of the Mindline services. The role offers text-based mental health and emotional support for up to 30-minutes per webchat. You will need to understand this is an emotional support service, where other services such as ‘Open Mental Health’ and ‘Crisis Safe Space’ and wider community offers can be offered under the direction of the Shift Supervisor. 

Main Tasks 

1. To be responsible for answering incoming webchat requests, responding to chat users emotional and mental health needs.  
2. To check-in with Shift Supervisor at the beginning of each shift. The Shift Supervisor is available throughout the shift, providing support and debrief at the end of each shift and provides the supervisor team with a brief shift handover report. 
3. To liaise with the Shift Supervisor to support chat users access more help if needed. 
4. To liaise with Shift Supervisor in the event of a crisis or safeguarding concern, assisting in the process of safely linking the chat user to appropriate support ranging from (e.g. emergency services or First Response).  
5. To record contact and monitoring information in the Views data base, if relevant. 
6. To recognise and take prompt and appropriate action in a crisis or safeguarding situation. To clearly record all information and actions taken and to escalate as per procedure.  
7. To follow Health & Safety and Security procedures and ensure the wellbeing of each service user.  
8. To adhere to Working from Home guidelines. 
9. To attend and contribute to the mandatory monthly group meeting.  
10. To engage with and attend to own needs in the mandatory clinical supervision process. 
11. To attend to 1 to1 supervision with allocated supervisor, quarterly. 
12. To attend appropriate training to remain skilled and updated on Somerset service provision. 
13. To support the technical running of the Live Webchat service through software and routing systems (Call Handling).  
14. To adhere to all policies of the organisation. 
15. In agreement with the Project Lead, to carry out related tasks and duties, as appropriate to the changing needs of the post. 
16. To cover leave and absences where required.  

A PC/Laptop is required for this role with an adequate broadband connection.

Experience/skills required:

1. Good literacy and numeracy skills demonstrated by a good standard of GCSE’S at grade C or above.  
2. Providing text-based support work in either paid or voluntary role. 
3. Experience of working with VCSE and statutory partners, across partnership work  
4. Proven experience of leading/working constructively and effectively in a team. 
5. Compilation of reports, record keeping and other relevant documentation.    

Values:

Mind in Somerset have the expectation that all who Volunteer for us always live our organisation's values at all times. We ask that you be:

·       Collaborative – work better together

·       Respectful – treat people how we like to be treated

·       Accountable – are responsible for own actions

·       Inclusive – respect everyone’s uniqueness

·       Compassionate – empathise, care and support

Equal Opportunities: 

Mind in Somerset is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees and volunteers are expected to promote and work fully in line with the company’s Equal Opportunities Policy. Mind in Somerset is a Disability Confident employer and welcomes applications from disabled people. If disabled applicants meet the minimum criteria for the job, they can request and will be offered a guaranteed interview. Should applicants require reasonable adjustment support for the interview/Volunteer meeting, please contact Mind in Somerset.

Criminal Record:

Due to the safeguarding nature of our work, the successful candidate/volunteer may need to complete a fully funded disclosure and barring check (DBS) prior to starting with us. A criminal record will not automatically mean withdrawal of an offer, however, to safeguard our staff, volunteers and clients, further discussion or investigation may be required so that an informed decision can be made as to your suitability to work with vulnerable people to ensure that we are not putting service users at risk. For volunteers there are occasions when a DBS will not be required; however, a risk assessment will be conducted and the form completed and placed within the Volunteer’s electronic file.

All new volunteers will be required to complete 6 essential online training courses as part of their induction into the Charity. Dependant on the type of volunteer role undertaken, additional training may be also required to meet service expectations.