About the Company
North Lanarkshire Council provides vital public services across the region, committed to supporting its communities. Joining us means becoming part of an organisation dedicated to improving lives and fostering a supportive environment for both staff and residents.
Job Description
Are you a compassionate individual looking to make a real difference in your community? North Lanarkshire Council is seeking dedicated and empathetic individuals to join our team as Trainee Crisis Hotline Operators. This entry-level position offers comprehensive training and support to equip you with the skills needed to provide a critical lifeline to those in distress. You will be part of a vital public service, working shifts to ensure continuous support is available. No prior experience is necessary; we are looking for individuals with a strong desire to help others and a calm, resilient demeanor.
Key Responsibilities
- Answer incoming calls from individuals experiencing various forms of crisis, providing immediate support and active listening.
- Assess callers' needs and emotional state, offering empathetic and non-judgmental responses.
- Provide information on relevant community resources, mental health services, and emergency protocols.
- Maintain accurate and confidential records of all interactions in accordance with data protection guidelines.
- Collaborate with supervisors and team members to ensure a cohesive and effective service delivery.
- Participate actively in all required training and ongoing professional development sessions.
- Work flexible shift patterns, including evenings, weekends, and public holidays, to ensure 24/7 service coverage.
Required Skills
- Exceptional active listening and verbal communication skills
- High level of empathy, patience, and resilience
- Ability to remain calm and composed under pressure and in challenging situations
- Basic computer literacy and ability to navigate standard office software
- Strong commitment to confidentiality and ethical conduct
- Ability to work effectively both independently and as part of a team
- A genuine desire to help and support individuals in crisis
- No prior experience required; full training will be provided
Preferred Qualifications
- Any voluntary experience in a supportive or care-giving role
- Basic knowledge of mental health first aid principles
- Understanding of local community support networks in North Lanarkshire
- Proficiency in additional languages relevant to the local community
Perks & Benefits
- Competitive public sector salary
- Generous annual leave allowance
- Access to a comprehensive pension scheme
- Extensive initial and ongoing professional training and development
- Supportive team environment and supervision
- Opportunity to make a significant positive impact on community well-being
- Employee assistance program
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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