Job Description

Peer Support Officer – Telephone and Email Service

Bipolar UK is the national bipolar charity working with and supporting individuals affected by bipolar including carers, families and loved ones

Purpose:  The Peer Support Officer role will work within Bipolar UK’s Peer Support Services team to support the delivery of peer support services across England, Wales and Northern Ireland for individuals and families affected by bipolar.

Telephone and Email Peer Support provides emotional and practical support to individuals and families contacting the charity who are affected by bipolar.  Owing to the complexity and prevalence of the illness, this will involve supporting those concerned about the potential of a diagnosis, those seeking support with a diagnosis, families’ friends and loved ones affected by the illness.

The primary nature of the role is providing telephone call backs and email support and supporting volunteer peer support calls, including diary management and call / email allocation; As well as developing links with other mental health services or appropriate agencies. The position requires good personal interaction and the ability to empathise with service users.  This is a varied and hands on role and we are looking for someone with good communication (verbally and written) along with good organisational skills.

The Peer Support Officer reports to the Peer Support Services Manager and will be based in the charity’s London Office.

Specific Responsibilities

  • Support service users and members of the public contacting the charity primarily by telephone or email for information, support and advice concerning bipolar.
  • Refer and signpost service users to Bipolar UK services and other mental health support services as appropriate.
  • Handle all data sensitively and securely, complying with relevant charity policies and data protection legislation, including General Data Protection Regulations.
  • Build and maintain relationships with existing peer support volunteers and with volunteers expressing interest in joining Bipolar UK.
  • Provide practical assistance to volunteers e.g. providing information or resources
  • Ensure that all peer support volunteers comply operationally with Bipolar UK policies and procedures, including safeguarding and data protection.
  • Contribute to the development and delivery of new formats and/or improving existing formats of peer support in a spirit of co-production.
  • To contribute to and help produce quarterly peer support communications.
  • To deliver training sessions to peer support volunteer and where practical support wider training initiatives including those of facilitators and members, including at regional and national events.
  • Ability to work flexibly and responsively, responding to urgent requirements.
  • To work with community mental health teams and other interested stakeholders to promote the services of the charity.
  • Managing and responding promptly (within guidance) to enquiries within a variety of mailboxes.
  • Provide cover, where appropriate, for wider support services.
  • To act as an advocate for Bipolar UK and to work within its values. 
  • Other duties deemed appropriate by the Chief Executive to assist in achieving the aims and objectives of the charity. 

This position requires the applicant to be independently mobile as travel may be required with some evening and weekend work.

 Person Specification

The successful candidate will have:

  • An understanding of bipolar
  • A proven track record of working with volunteers
  • Ability to work as part of a team and on your own initiative
  • An understanding and awareness of safeguarding
  • Ability to work autonomously and at times remotely from line manager
  • Experience of data collection and monitoring
  • Excellent communication skills including using telephone and email
  • Excellent organisational skills
  • Be competent in the use of Microsoft Office

The successful candidate will likely have:

  • Experience of living with or caring for someone with a mental health condition
  • Experience of partnership working with statutory and third sector organisations
  • Experience of delivering peer support

 Outline terms and conditions of employment

 This role is full time (35 hours).- Job Share considered

  • Salary: £20,000 to £27,999 depending on experience
  • Holidays: 25 days a year plus statutory bank holidays.
  • Probation period: six months
  • Up to 5% contribution towards a stakeholder pension is offered after successful completion of probationary period.
  • The appointment is subject to satisfactory references and enhanced DBS disclosure.

Interested applicants are asked to forward their CV and a covering letter of no more than 2 A4 pages explaining the skills and experiences they would bring to the role and the charity to Rosie Phillips at [email protected]  by 12.00 Monday 17th June 2019. Shortlisted applicants will be invited to an interview on Friday 28th June 2019. Registered Office: Bipolar UK, 11 Belgrave Road, London, SW1V 1RB

0333 323 4008

Charity No: 293340 Company limited by guarantee: 1955570