Where to find us
About Teenage Helpline:
Teenage Helpline is an online peer to peer mentoring service for young people. We can act as the first stepping-stone for young people who do not feel comfortable seeking support for themselves, or who need a listening ear to help them cope with personal issues.
About the role:
As a Peer Mentor, you are the face of Teenage Helpline, engaging directly with all young people who need support. You have a responsibility for providing adequate support, signposting young people to more comprehensive support when required and escalating complex cases.
Roles & Responsibilities:
- Make yourself available for a minimum of 1 – 2 Mentor shifts per week to pick up new cases when they enter the helpline within the SLA timeframe.
- Maintain communication with mentees who would like ongoing mentoring support, ensuring that you communicate your availability expectations with them upfront, and handing over any cases when not available.
- Manage workload effectively, ensuring that you maintain regular contact with your Team Leader to keep them updated with your existing case load.
- Maintain compliance with all confidentiality agreements.
- Maintain effective records of all cases within Teenage Helpline systems as stipulated by internal processes and procedures.
- Escalate cases as required to the relevant teams, including:
- Escalating all cases with any safeguarding concerns to the Safeguarding Team for resolution.
- Escalating any complex cases to your Team Leader to ensure that they are managed appropriately.
- Engage with staff counselling and wellbeing services and programmes after dealing with complex or triggering cases.
- Engaging with additional ad-hoc tasks and projects as stipulated by Operations Management when caseloads are low.
- Ability to convey information using good written and verbal communication (includes active listening and interpersonal skills).
- Active listening & responding effectively & check on understanding.
- Time management skills.
- Relationship building and Networking skills.
- Emotional and social understanding/intelligence and/or demonstrable empathetic approach to others
- Emotional resilience and ability to work in a challenging environment.
- Being able to understand and be sensitive to variety of issues and take a non-judgmental approach in mentoring our service users.
- Adaptable style to different mentees.
- Ability to record detailed notes regarding your activities.
Good skills in IT and proficient use of Microsoft applications.