Relief Wellbeing Worker

About the Role

The Wellbeing Platform: Support Hub at Reading Station offers a safe, calm, and welcoming environment for individuals facing mental or emotional distress within the station. This service operates in cooperation with Network Rail, GWR, and the British Transport Police (BTP). The Hub provides compassionate, non-clinical assistance to help people stabilize, regain control, and connect with suitable local or community-based services.

Role Overview

This public-facing position requires professionalism, empathy, and sound judgment while working in a fast-paced setting. The goal of this service is to alleviate pressure on transport staff and emergency responders by offering a responsive alternative for those in distress.

Key Responsibilities

• Deliver emotional and practical support to individuals in distress referred by station personnel, BTP, or those self-presenting.
• Employ trauma-informed and de-escalation methods to promote calm and safety.
• Help individuals recognize their needs and, where applicable, create short-term safety or wellbeing plans.
• Provide signposting and referrals to community mental health, housing, financial, or social support services.
• Immediately escalate cases involving imminent risk to the BTP or emergency services.
• Maintain professional boundaries and comply with safeguarding and lone-working protocols established by the employer.

Required Skills and Qualifications

• Experience supporting vulnerable individuals through paid work, voluntary service, or life experience.
• Minimum qualification equivalent to GCSE or Level II in English.
• Basic proficiency in email communication and word processing software.
• Ability to demonstrate empathy and adopt a non-judgemental attitude to foster a trusting relationship with service users.
• Capability to work collaboratively with service users while maintaining professional boundaries.
• Competence in ensuring a safe environment.
• Willingness and ability to assist service users with domestic tasks as needed.
• Problem-solving aptitude relating to welfare benefits, education, and relationships.
• Openness to both formal and informal job-related training and learning opportunities.
• Ability and willingness to cooperate with colleagues and external organizations.
• Proficiency with service user recordkeeping and report systems using computers.
• Capacity to travel using personal car or public transport.
• Flexibility to work varied shifts within a 24/7 rota with prior notice.

Desirable Qualifications and Experience

• Personal lived experience of mental distress.
• NVQ Level II in Health and Social Care or equivalent certification.