Adviser Tier 2 Substance Misuse

Job description

  Location
Birkenhead, Merseyside
·  Salary
£10.91/Hour
·  Category
IT - IT
·  Job type
Temporary
·  Industry
IT and Telecoms
·  External Reference
TIER2ADVISER

As a Tier 2 adviser you will be responsible for handling queries from those contacting helpline based services across a range of behaviour change services and subject matters including Substance Misuse. You will act as a line of support for callers, triaging their queries and providing them with information and advice. You will be required to communicate effectively with service users of all ages and backgrounds, conveying information and tailoring support specific to caller's needs, age and understanding. You will be expected to communicate with them across a range of contact channels including email, voice, webchat, SMS and social media.

Key Accountabilities:

·  Commitment to ongoing personal and professional development

·  Willingness & consent to apply for a CRB check

·  Ability to work flexible shifts including evenings and weekends

Essential Skills/qualifications:

A health, psychology, social care and/or substance misuse related qualification for example:

·  HNC/HND in a relevant subject related to health/health promotion or

·  Nursing diploma/degree, CQSW/ Diploma Social Work or

·  A relevant degree such as: Psychology, Health Science, Social Sciences, Health Promotion, Education or

·  A recognised Counselling diploma

·  A relevant post graduate higher qualification e.g. a MSc in Counselling, Health Education/ Promotion, Public Health

The aforementioned list is not exhaustive; other relevant qualifications/training and working towards a relevant qualification may be considered. Those who do not have the above qualifications will be considered if extensive experience and other forms of continued professional development related to substance misuse can be demonstrated.

Skills:

Successful candidates must be able to demonstrate the following:

·  Excellent communication and interpersonal skills including a confident telephone manner with the ability to engage and build rapport quickly with people to assess their needs in a timely manner

·  Ability to handle the sensitive nature of calls/contacts to the service with empathy, professionalism and a non-judgemental approach

·  Ability to articulate and communicate effectively with service users of all ages (including young people) and backgrounds, conveying information and tailoring support specific to caller's needs, age and understanding

·  The ability to adhere to a defined remit and work to service and professional boundaries

·  The ability and willingness to work within PHE and company policies, procedures and guidelines as directed

·  Willingness to ask for support where required and use the information available to support contact handling

·  Ability and willingness to update knowledge and skills with any new developments in guidelines and/or changes to service delivery

·  Ability to work on own initiative whilst recognising limitations and when referral to another service/discussion with a manager is required

·  Ability to handle a large number of calls, web chats, emails and text messages professionally

·  Ability to articulate and communicate effectively with all stakeholders including service users, colleagues, department of health and external organisations

·  Ability and willingness to accurately profile service user information.

·  A genuine interest in the subject area of substance misuse and smoking cessation

·  A calm, Patient, Empathetic and non-judgemental personality

·  A positive individual who works well in a team environment

·  Able to take direction from managers and awareness of own limitations

·  An understanding of confidentiality

·  Emotional maturity and self-awareness

·  Reliable, committed, positive and self-motivating

·  Calm, approachable, logical & objective

·  Flexible and trustworthy

Experience:

At least 6 months' experience of actively working within a role that included the provision of information, advice, and support face to face and/or over the telephone in relation to health, mental health, alcohol, drugs and/or smoking, for example:

Health Promotion, Smoking Cessation Adviser, Drug or alcohol worker, Education, Youth work, General health/mental health

Desirable Requirement: Face-to-face experience working within the areas of substance misuse and/or smoking cessation. Experience working with vulnerable adults and young people.

Personal Qualities:

·  A genuine interest in the subject area of substance misuse and smoking cessation

·  A calm, patient, empathetic and non-judgemental personality

·  Emotional maturity and self-awareness

· 
Reliable, committed, positive and self-motivating

· 
Calm, approachable, logical & objective

· 
Flexible and trustworthy

· 
A positive individual who works well in a team environment

· 
Able to take direction from managers and awareness of own limitations