The Resource Centres Support Worker plays a vital role in providing compassionate, person-centred mental health support to individuals accessing Pembrokeshire and Carmarthen Mind for support. The role focuses on creating a safe, welcoming and inclusive environment where people feel listened to, respected and empowered to improve their mental health and wellbeing.
Working alongside colleagues, volunteers and partner organisations, the support worker provides emotional support, wellbeing conversations, information, guidance and practical signposting to individuals experiencing mild to moderate mental health difficulties. The role encourages resilience, independence and recovery by helping people identify their strengths, develop coping strategies and access appropriate services within the organisation and the wider community.
Our Resource Centres and drop ins provide more than information they offer a place of connection, belonging and hope. Through facilitating activities, encouraging peer support and building trusting relationships, the role of a support worker helps reduce loneliness and isolation whilst promoting positive wellbeing and community engagement.
Everything we do is underpinned by compassion, dignity and respect. A support worker reflects these values in every interaction, providing non-judgemental, inclusive and trauma-informed support that recognises the unique experiences and needs of each individual.
Working within a safeguarding framework, a support worker contributes to the safe, effective and responsive delivery of our services by maintaining accurate records, identifying and managing risk, supporting service evaluation and working collaboratively with colleagues and partner agencies. Through high-quality support and positive relationship building, the role contributes directly to improving mental health outcomes and strengthening community wellbeing.
The Role and Responsibilities of a Resource Centres Support Worker
Person-Centred Mental Health Support
Provide compassionate, person-centred emotional support to individuals accessing the Resource Centre and outreach locations through drop-in sessions and one-to-one wellbeing conversations. Listen actively, help individuals explore practical ways of improving their wellbeing, promote independence and resilience, and provide appropriate information and reassurance tailored to individual needs.
Wellbeing Conversations, Service Enquiries and Signposting
Provide person-centred wellbeing conversations that support individuals to identify their strengths, needs and personal goals, promoting self-management, resilience and recovery wherever possible. Manage enquiries received by telephone, email, face-to-face, community events and digital platforms, responding in a professional, compassionate and non-judgemental manner.
Provide accurate information about available services, offer practical guidance, and facilitate appropriate referrals and signposting to internal services, statutory organisations and community-based support, ensuring individuals receive timely, accessible and appropriate support.
Creating a Safe, Inclusive and Welcoming Environment
Help maintain a welcoming, inclusive and safe environment where everyone is treated with dignity, compassion and respect. Ensure individuals feel valued regardless of their background, circumstances or presenting difficulties, promoting equality, diversity and inclusion throughout all aspects of service delivery.
Safeguarding, Risk Management and Professional Practice
Promote the safety and wellbeing of everyone accessing the Resource Centres and outreach areas by recognising, recording and escalating safeguarding concerns appropriately. Undertake risk assessments where required and contribute to maintaining a safe environment for service users, volunteers and staff.
Activities, Community Engagement and Peer Support
Support the planning and delivery of wellbeing activities, workshops and peer support opportunities that encourage social inclusion, confidence building and improved mental wellbeing. Work collaboratively with colleagues, volunteers and peer supporters to create engaging activities that reduce loneliness, build resilience and strengthen community connections. Encourage participation in activities that promote recovery, independence and positive wellbeing.
Partnership Working and Service Promotion
Develop and maintain positive, professional relationships with colleagues, volunteers, healthcare professionals, partner organisations and community groups to promote Pembrokeshire and Carmarthen Mind's services and encourage appropriate referrals. Act as a positive ambassador for the organisation, representing its values and promoting awareness of available support within the local community. Attend community events, networking opportunities, promotional activities and partnership meetings where appropriate, helping to strengthen relationships, increase community engagement and improve access to mental health support services.
Monitoring, Evaluation and Record Keeping
Maintain accurate and timely records, ensuring all client documentation, outcome measures and monitoring information are completed in accordance with organisational procedures. Contribute to service evaluation, quality improvement and organisational reporting through accurate data collection and effective record management.
Operational Support
Contribute to the smooth day-to-day operation of the service by assisting with practical tasks, maintaining welcoming environments, supporting housekeeping responsibilities and ensuring resources and facilities remain safe, accessible and fit for purpose.
Professional Conduct and Organisational Contribution
Work collaboratively as part of a multidisciplinary team, participating in supervision, training, appraisal and continuous professional development. Promote the values, policies and objectives of Pembrokeshire and Carmarthen Mind, ensuring all work is undertaken in accordance with safeguarding, confidentiality, GDPR, health and safety and equality legislation. Undertake any other duties commensurate with the role as reasonably requested by the Resource Centres Manager or Senior Management Team.
Person Specification
Support Worker
This Person Specification details the requirements we believe are essential and desirable to carry out the requirements of this role.
Applicants should use the Application Form, Job Description and Person Specification to demonstrate how they meet these requirements, as the selection process for interview scores applicants against these criteria.
If an applicant is successful at interview, the offer of the role is dependent upon a DBS check and two references.
Personal Attributes
1. Person-centred
2. Encouraging
3. Motivational
4. Empowering
5. Non-judgemental
6. Flexible and adaptable
7. Reliable
8. Resilient
9. Collaborative
10. Approachable
Essential Skills and Experience
1. QCF Level 3 qualification in Health and Social Care (or equivalent), or willingness to work towards an appropriate qualification. Or extensive proven experience in the industry.
2. Experience of supporting individuals experiencing mental health challenges, emotional distress or reduced wellbeing.
3. Working knowledge of common mental health problems e.g. stress, anxiety, depression. Experience of working with people from diverse backgrounds, including those facing multiple disadvantages or barriers to accessing support.
4. Confident digital skills, including proficiency with Microsoft Office, email systems, shared drives and database platforms.
5. Experience handling sensitive information, demonstrating confidentiality, discretion and adherence to data protection requirements.
6. Ability to work independently and use initiative, while also contributing positively to a wider team.
7. Knowledge of safeguarding adults and recognising when concerns should be escalated.
8. Ability to build positive, trusting relationships whilst maintaining professional boundaries.
9. Experience managing enquiries across phone, email and in‑person channels, providing clear information and a welcoming first point of contact
10. To work as an integrated team member alongside trustees, volunteers, peer supporters and other employees across the organisation.
11. Ability to facilitate person-centred wellbeing conversations and promote self-management and recovery.
12. Experience of supporting men's mental health, wellbeing, or related services, with an understanding of the barriers men may face when accessing support.
13. Ability to maintain calm and professionalism, particularly when supporting services that work with individuals experiencing distress or vulnerability.
14. Ability to assess individual strengths and needs, providing appropriate information, guidance and signposting.
15. Commitment to equality, diversity, inclusion and anti-discriminatory practice.
16. Ability to work flexibly to meet the needs of the service and organisation
17. Ability to provide your own transport and a clean driving licence is essential.
Desirable Skills and Experience
1. Experience working within a mental health, wellbeing, charity or community‑based setting.
2. Knowledge of safeguarding principles and procedures for adults and/or vulnerable groups.
3. Experience of facilitating wellbeing groups, workshops or community activities.
Pay: £13.45 per hour
Work Location: In person
