Mental Health Text & Chat Handler

The Mindline SW Text & Chat Handler is a frontline role within Mindline SW Text & Chat, a service led by Mind in Somerset and delivered in partnership with local Minds across the South West, who provide ongoing localised support and coordination within their communities via their dedicated Locality Navigator. The service provides immediate, text-based support to people experiencing emotional distress or difficulties with their mental health and wellbeing, operating 24/7 via SMS and webchat.

Working as part of a close-knit shift team, the Handler is often the first point of human contact for someone in need — a role that carries real responsibility and requires both skill and compassion in equal measure. The service operates in conjunction with NHS 111 and local urgent mental health services, VCSE and community-based provision, crisis recovery and wellbeing pathways, and is underpinned by trauma-informed, person-centred values.

Hours, Rota and Overtime

This post is contracted to 30 hours per week, worked across five six-hour shifts. The service operates 24 hours a day, seven days a week, and shifts are scheduled across four bands: 04:00–10:00, 10:00–16:00, 16:00–22:00, and 22:00–04:00.

Staff work a four-week rotating shift pattern, moving through all four shift bands over the course of the cycle. This ensures a fair distribution of hours across the working day and equitable access to all pay rates. Rest days are consecutive — two days off following every five days worked, rotating through the week as part of the shift cycle.

A weekend (Saturday and Sunday) off is guaranteed to each member of staff approximately every five to six weeks, following a set rotation schedule that is issued in advance.

There are two working patterns available within this role. The majority of posts (9) follow a fully rotating pattern across all shift bands including weekends, with rest days rotating through the week. Two posts follow a weekday-only pattern with fixed Saturday and Sunday rest days, working across all shift bands Monday to Friday only. Applicants will be asked to indicate at interview which pattern they are applying for."

Overtime is available and claimable for attendance at team meetings, training, line management, and clinical supervision sessions held outside of scheduled shift hours.

Context and Main Objectives of Post

Somerset, and the national service Mindline Trans+ — bringing that depth of experience and expertise to a region-wide digital offer that is both far-reaching in its scope and deeply rooted in the values of local, person-centred mental health support.

Although employed by Mind in Somerset, the Handler works as part of a regional partnership of six local Minds, contributing to a consistent, high-quality service across all Integrated Care Board (ICB) areas in the South West. The service is built on the principles of accessibility, safety, and continuity, ensuring that no individual is left unsupported, regardless of age, background, language, or ability.

The Handler plays a central role in delivering four core elements of the service

Text-based intervention for people in emotional distress

Emotional support and active listening

Referrals and warm handovers to appropriate services

Safety planning and risk formulation, supported by the safeguarding shift supervisor and managed by the Project Lead

The main objectives of the post are to

Deliver timely, compassionate intervention and emotional support via text and webchat, responding to the majority of contacts within five minutes

Conduct structured triage and continuous risk formulation at each interaction, identifying level of need and escalating appropriately, with the safeguarding shift supervisor available throughout for guidance and oversight

Adapt communication style in real time to meet individual needs, including working safely with the service's integrated language translation to support non-English speaking texters

Identify and escalate safeguarding concerns promptly to the safeguarding shift supervisor, who provides clinical oversight and guidance throughout

Complete non-urgent referral and handover documentation in readiness for Project Lead processing and liaising with SW Text Locality Navigators

Maintain accurate, real-time records in Mind in Somerset's clinical database

Uphold clear service boundaries and promote equitable, inclusive access for all populations