Jobs Board

Triage and Support Line Manager

Organisation Norfolk & Waveney Mind
Location REST Hub, Churchman House, 71 Bethel Street, Norwich NR2 1NR
Website Visit organisation website
Salary £29,521.86 rising to £31,518 per annum after completion of a successful 6-month probation. Unsocial hours enhancements to be paid when required.
Hours Full time 37.5 hours per week
Date posted 25 July 2022
Closing date 22 August 2022

What We Offer:


  • Annual leave entitlement of 26 days (pro-rata) with Public and Bank Holidays in addition.
  • Free parking options available on site.
  • Online Discounts Portal, Financial advice, Long Service Awards, Health & Wellbeing Program AND Personal Development and Job Specific Training.
  • Comprehensive training programme with a focus on developing and expanding on your skills throughout employment with Norfolk and Waveney Mind.

    A little about Us:

  • We have an investor in people certification.
  • We are the leading mental health charity in Norfolk and Waveney, providing services which make a real difference to people’s lives.
  • We are a friendly, flexible and supportive employer.
  • You will be working in strong partnership with Norfolk and Suffolk Foundation Trust (NSFT), Third Sector organisation, and Voluntary Community and Social Enterprise (VCSE) Sector.
  • We work to reduce the stigma associated with mental health, support people in their recovery and champion better services for all.
  • We believe that with the right support and resources everybody can create a life that feels meaningful to them.
  • We are a fast paced and growing organisation, so career progression is open to all
  • We are proud to announce that in our most recent staff surveys, the overwhelming majority of our employees are happy to refer others to our organisation, and enjoy our friendly/supportive team environment!

The Role:

The post holder will provide management and leadership to the Triage and Support Line team to ensure that an efficient, high quality service is delivered.

This is an exciting time to join Mind and become part of the partnership within the REST Hub, delivering services within the provision of the Norfolk and Waveney Wellbeing Service. The service is commissioned to help people over 16 with mild to moderate mental health problems such as anxiety and depression.

Among Other Responsibilities You Will:

  • To lead on the on-going management, development and implementation of the Triage and Support Line.
  • Research and develop solutions that expand or enhance the service.
  • Monitor and manage service levels and performance standards for the team
  • Provide reports and comprehensive working papers including making recommendations for improvements or amendments to systems within the team
  • To manage the call flow of the Triage and Support Line to ensure that individuals are signpost to the appropriate service.
  • To work within a multi-disciplinary approach with the clinical teams from Norfolk and Suffolk Foundation Trust (NSFT).
  • Lead the team responsible for delivering the Triage and Support Line ensuring best practice, modelling, and innovation to develop the service to ensure consistency.
  • To ensure that staff realise the full potential of their service and implement Psychologically Informed Environment (PIE) in the delivery to people accessing the service.
  • Undertake all aspects of staff management including supervision, appraisal, personal development, health and safety and day to day guidance.
  • Lead on risk management and safety planning, identifying and implementing brief, structured support and safety planning programmes for people using the service.

What We Are Looking For:

  • Knowledge of mental health conditions and treatment.
  • Knowledge of Wellbeing Services and pathways.
  • Understanding of any relevant legislation associated with the role.
  • Commitment to Norfolk and Waveney Mind’s values.
  • Desirable skills (not essential) include NVQ Level 4 or equivalent in a similar field.
  • Previous experience of managing or leading a team.

Should you wish to have a friendly and informal chat about the role, you can contact:

Cheryl O’Sullivan on 07923 224923 or e-mail:

How to apply

To apply please click on the following link: