QWELL Emotional Wellbeing Practitioner Required

Salary: £20,000 (FTE)

Closing Date:29th of July 2020 @ 9am


XenZone are pioneers of digital mental health and well being and our vision is to lead the way in using technology to remove barriers to access for effective prevention, therapies and treatment for all.

We are working with over 100 Local Authorities, CCGs, mental health trusts, businesses and charities to ensure it’s easy and safe for all generations to access the best emotional and mental health services as and when they need.

We have helped over 2 million young people and adults through our online support platforms, Kooth, for children and young people, and Qwell, for adults.Our team is made up of a unique combination of expert mental health therapists, counsellors, skilled managers and IT specialists. Together they deliver and continuously develop our online e-therapy services and face-to-face counselling and support.

We are looking for an Emotional Well being Practitioner join our adult platform Qwell working as part of a team to provide guidance, initial support, assessment and advice to the adult cohort aged 18+.

The Emotional Well being Practitioner will cultivating a strong sense of community around our service users, engaging users and ensuring that the online community is maintained as a safe and confidential environment.



  • To work for adult services but be part of an experienced national team who offer support, advice and counselling to adults.
  • To navigate service users through their QWELL pathway ensuring they experience a smooth journey.
  • To refer to the psycho education, informal education and self-help resources available on the site to support adults with issues affecting them.
  • To support our service users by providing help to utilise the communication tools available.
  • To respond to user posts in a timely and appropriate manner, ensuring that concerning messages are promptly acted upon in line with XenZone policies and procedures, and escalated to relevant staff.
  • To refer adults to the Counselling Team where appropriate.
  • Review and sensitively moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos, audio and goals.
  • To assist with or lead on content pieces as and when helpful and useful to the overall team and end users.
  • Liaise fully with the online moderation strategic lead to ensure team alignment and all processes remain relevant to the evolving service.
  • Regularly feedback insights gained from community moderation into the Moderation Strategic Lead and via shared forums such as MDT meetings.
  • Contribute to using statistics, identifying patterns, trends, issues and outcomes in relation to activity within the online community, feeding back to the Online Manager for inclusion in reporting processes.
  • To assess adults to determine suitability and appropriateness for needs led drop in support, guidance or therapeutic interventions, together with identifying risk and safeguarding concerns. This will include undertaking measures prior to chat and counselling so that Safeguarding and risk can be highlighted.
  • To refer suitable adults to the appropriate support at QWELL and empower them to make sense of and define their own needs and how best they can be met within the service.
  • To offer supportive drop in chats, engaging adults who access the service in the ‘here and now’, helping them to build resilience in an early intervention context. This will include assessing risk, offering information, advice, guidance, safety planning and problem solving with a diverse range of adult people experiencing difficulties, in particular around mental health.
  • To develop, create and support with the running of forums and supporting users in developing the themes and responses to them.
  • To manage a small caseload of adults including support, advice, guidance, empowerment and early intervention work. To also provide Key Work interventions (supporting adults to engage in face to face services local to them).
  • To assist the Online Manager with actions resulting from Safeguarding concerns to ensure a timely response.
  • To liaise and network with identified groups, agencies and individuals who may be in contact with adults. For example, social services, health authorities, GPs, voluntary groups and community services.
  • Monitor industry relevant and company information and news to anticipate potential issues and keep fully briefed on all current QWELL contracts to ensure the criteria for each of these are fully met.
  • To work collaboratively with the wider online team to continue to develop an accessible and appropriate online support, advice and counselling service given the changing needs of both adults and the changing IT environment.
  • To work a rota including evenings up to 10pm and weekend work. Exact timing to be negotiated with the Online Manager.
  • To be aware of and ensure compliance with legal requirements and internal policies with particular reference to Safeguarding.
  • To participate in line management, team meetings and internal clinical support in line with mandatory requirements.
  • To undertake any requests made by the XenZone Management Team that are relevant to the post of Emotional Wellbeing Practitioner.

The main responsibilities are not an exhaustive list of duties, only a general guide to the post. In consultation with the post-holder, the duties may change from time to time to reflect the changing needs of the service.


  • Degree or experience in social care, nursing, education, creative writing, or another relevant subject or qualified by experience in supporting and engaging people around emotional wellbeing or mental health issues
  • A relevant professional qualification or experience in Youth Work, Mental Health, Social Work, Teaching/Mentoring, Information, Advice and Guidance or similar
  • A minimum of 3 years’ experience working with adults in face to face or digital settings
  • Experience of providing effective engagement and ‘here and now’ support to help adults to develop skills to make positive change in their lives
  • Sensitivity and understanding of the social, environmental and economic factors that impact upon people’s mental health
  • A ‘can-do’ attitude and ambition to work hard as part of a team to build something really special in line with our mission statement
  • A willingness to learn and understand mental health issues and theories around psychological change, as this knowledge will influence what and how you write, moderate content and support people
  • A belief that outcomes matter and have to be measured
  • A background in or experience of working with adults with mental health issues and around emotional wellbeing in general- this could be as a teacher or/and support worker or counsellor or therapist as examples, this is desirable however not essential for this role.
  • The above position is subject to a successful DBS check as part of recruitment procedures & the successful candidate must have a good broadband connection installed in their home/place of work.


This role is 20 hours per week PT, predominantly evenings up to 10pm and a rolling weekend rota. We offer a generous annual leave entitlement and great benefits including pension, healthcare cash plan and more. In this role you will work from home and you will be provided with the necessary equipment and a full training programme to get you started, alongside a full professional development programme throughout the year.

Candidates are encouraged to apply from the UK wide to support our growing nationwide service.



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