Job overview

Helpline Services provide several different helplines that cover the whole of Wales, all of which fall under the heading of supporting people with mental health problems, issues with drugs and alcohol, dementia, and acting as a referral and point of contact for two other services.

Helpline Shift Managers provide first line supervision and training to helpline operators and volunteers.  The provide a comprehensive management, support and advice role to volunteers and paid staff working on the helpline, and take responsibility for involving third parties when necessary.

To carry out administration duties in connection with paid staff and volunteers, and with helpline data.  To be responsible for daily security, and health and safety when on duty.

Main duties of the job

State briefly the purpose of the activity in terms of output or standards to be achieved;

 The main duty of the Shift Manager is to manage the staffing of the department, to offer support and advice to helpline operators, maintain supervisions, and PADRs. 

To provide support, advice and supervision for volunteers.

To promote the Helpline Service across Wales. 

Maintain literature library for sending out to callers.

To provide telephone cover for helpline operators on overflow calls.  To maintain daily reports for the service i.e. missed call rates, training etc. 

To be responsible for day-to-day health and safety when on duty.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

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.