Job opportunity

Job opportunity


Crisis Link Worker (Mental Health)

Responsible to: Head of Advice Services
Hours: 37 per week
Salary: £16,500 – £22,000
Post: 12 month fixed term contract, with possible extension
Location: Broadacre House and Citizens Advice Newcastle, City Centre, Newcastle upon Tyne

Citizens Advice Newcastle is an independent local charity providing free, confidential and independent advice to support people with mental health problems to live valued lives. We value diversity, champion equality, and challenge discrimination and harassment.

About Together in a Crisis

Citizens Advice Newcastle is working in close partnership with Mental Health Concern to deliver an exciting ‘Proof of Concept’ project in Newcastle. Together in a Crisis will provide non-clinical support to people who have an urgent mental health need, so that do not need to access statutory mental health services.

Job Description

Context of Role:

  • To support people with mental health problems who have contacted the Mental Health Crisis Team, and have been assessed as not requiring urgent intervention, but needing support to cope with their personally defined emotional or psychological needs;
  • To support these clients with empathy, care and guidance, alleviating their distress and helping them to self-manage their own care;
  • To continue supporting these clients to manage their own care on a self sustaining basis, without crisis intervention from mental health care professionals;
  • To support clients to develop their confidence, understanding and capacity to withstand future life challenges and maintain good mental health and wellbeing.

Reporting To:

Head of Advice Services, and Team Leader of Together In A Crisis Project for day-to-day team working.

Role Purpose:

  1. To work with clients referred to the project from Mental Health Services, and ensure that they are supported;
  2. To assess clients’ support needs and identify the best options for meeting them;
  3. To assist clients to deal with crisis situations, providing appropriate advice and guidance;
  4. To work with the clients to produce an individual crisis care plan;
  5. To assist clients to live independently, on a sustainable basis, maintaining good mental health and wellbeing;
  6. To refer clients to other suitable support agencies, as part of their crisis plan and to work closely with those agencies on the client’s behalf;
  7. To ensure that all client casework conforms to Citizens Advice Quality of Advice Audits and other relevant quality assurance requirements;
  8. To ensure that all financial advice conforms to the requirements of the Financial Conduct Authority;
  9. To maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation;
  10. To prepare reports for the Head of Advice Services, and the Together In A Crisis Team as required.

Specific Duties:

  1. Provide support and guidance direct to clients referred to the project by Mental Health professionals, at the main Citizens Advice office premises and other suitable locations, as required;
  2. Provide support and guidance to other advisors, both staff and volunteers, working as part of an integrated advice team.
  3. Support the design and delivery of crisis care plans to assist clients to become more stable and improve their mental health and wellbeing;
  4. Maintain close and positive working relations with relevant external agencies, including representing Citizens Advice Newcastle on outside bodies, as appropriate;
  5. Review and make recommendations for improvements to services;
  6. Keep up to date with legislation, case law, policies and procedures relating to support for mental health service users, and undertake appropriate training;
  7. Use IT for statistical recording, record keeping and document production;
  8. Uphold and actively support the aims and principles of the Citizens Advice service and its Equalities and Diversity policies;
  9. Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person Specification

Requirement Essential or Desirable? How Assessed?
Qualifications / Education / Training:
Degree or equivalent academic award Desirable Application
Qualification as Generalist Advisor with Citizens Advice Desirable Application
Qualification in mental health awareness, coaching, or counselling; Desirable Application
Recent and on-going experience of working with people with mental health problems; Essential Application and references
Recent and on-going experience of supporting clients on a one-to-one basis; Essential Application and references
Recent and on-going experience of client casework Essential Application and references
Commitment to the aims and principles of Citizens Advice Newcastle and its Equalities and Diversity policies; Essential Interview
Understanding of Citizens Advice casework, including generalist and welfare benefits advice services; Essential Interview and references
Understanding of the need for confidentiality and a non-judgemental approach to advice and support provision; Essential Interview and references
Current working knowledge of key areas of advice, including income maximisation, health, housing and employment; Essential Interview and references
Skills & Competencies:
Able to communicate effectively and sensitively with clients and other parties; Essential Interview and references
Good writing skills, able to prepare crisis care plans, guidance materials and reports; Essential Interview and references
Good teamwork skills, able to work as part of a multi-disciplinary team on behalf of clients; Essential Interview and references
Able to represent and promote Citizens Advice Newcastle to external organisations; Essential Interview and references
Methodical approach to work and willingness to follow and develop agreed procedures; Essential Interview and references
Able to process and interpret complex information; Essential Interview and references
Able to monitor, maintain and improve casework systems and procedures; Essential Interview and references
Able to meet the requirements of the Citizens Advice Quality of Advice Audit and /or other relevant quality assurance schemes; Essential Interview and references
Personal Attributes:
Self-motivated Essential Interview and references
Able to make decisions and use own initiative Essential Interview and references
Prepared to learn new skills and specific training in mental health support Essential Interview and references
Able to use Microsoft Word, Excel and Petra recording systems Essential Application

Closing date for applications:

Friday 19th May 2017

Interview Dates

Interviews will be held week beginning Monday 22 May.

How To Apply:

You can download the Job Application Pack here (Word Document, 976 kB), or contact Claire Iredale on 0191 229 2750

Citizens Advice Newcastle strives to be an Equal opportunities employer.

We encourage and welcome applications from people of all backgrounds.  We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people and from those who have a lived, personal experience of mental health issues.