Mindline supervisor with line manager responsibilities

To provide operational leadership for the Mindline family of helpline shifts across the 24/7 services and other out of hours specialist helplines, ensuring that the services are delivered safely, effectively and consistently, covering periods of leave and that call handlers, staff and volunteers receive appropriate guidance and support.

To provide line management to designated Mindline staff and volunteers, supporting their wellbeing, performance, attendance, development and contribution to the service.

To support the Project Lead in delivery and the Operations Manager in planning, reviewing and continuous improvement of Mindline services in a growing system, ensuring that learning reflects current service requirements, organisational policies and good practice.

Main duties of the job

Operational leadership and shift supervision

Oversee the safe and effective running of allocated Mindline shifts and provide clear operational leadership throughout the shift.

Provide timely advice, guidance and support to call handlers employee and volunteers, including support with complex, distressed or high-risk contacts.

Provide regular, structured line management to designated employee and volunteers, including one-to-one meetings, well-being conversations and agreed follow-up actions.

Set clear objectives and expectations, monitor progress and provide constructive, evidence-based feedback.

Work within Mind in Somerset policies, procedures, delegated authority and agreed service standards.

Respond to safeguarding and risk concerns in accordance with organisational procedures and escalate without delay where required.

Contribute to the continuous development of Mindline services and associated digital support offers.

Identify operational themes, risks and improvement opportunities and share these clearly with the Mindline Project Lead & Mindline Operations Manager.

Act in accordance with Mind in Somersets values, policies and commitment to equity, diversity, inclusion and anti-discriminatory practice.

Take reasonable care for personal health and safety and that of colleagues, volunteers and people using the service.

Mind in Somerset is a local mental health charity and part of the national Mind network, providing emotional wellbeing and mental health support across Somerset. It exists to ensure that anyone experiencing mental health difficulties has access to advice, support, and services that improve wellbeing and quality of life.

It operates a wide range of services including helplines, digital support, peer groups, one-to-one support, wellbeing hubs, and community-based activities, working both independently and in partnership with NHS and voluntary sector organisations.