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SUICIDE&CO — CLIENT CARE COORDINATOR 10 highest-probability interview questions ⸻ 1. “Tell us a little about yourself and why you’re interested in this role.” Your answer “I currently volunteer as an Independent Community Advocate with Rethink Mental Illness, supporting adults who may be experiencing mental health difficulties and other challenging circumstances. A lot of my work involves being that consistent point of contact for somebody. I speak with clients by phone, text and email, listen to what they need, help them understand information and their options, and liaise with professionals or other services where appropriate. There’s also quite a strong administrative side to what I do. I manage my own casework and follow-ups, maintain advocacy plans and contact records on Hive CRM, and make sure sensitive information is recorded accurately and confidentially. Before that, I worked in welfare support at Goldsmiths, and my security background also taught me how to stay calm and communicate professionally when someone is distressed or a situation becomes challenging. What attracted me to Suicide&Co is that this role brings those different skills together. It’s not just administration and it’s not just client contact. You’re helping somebody through their journey with the service while making sure all the practical things happening behind the scenes are organised properly. I also really connect with the purpose of the charity. Suicide bereavement can be incredibly isolating, and I like the fact that Suicide&Co is trying to make sure people don’t have to navigate that alone.” MEMORY CUE Rethink → clients → casework → calm → Suicide&Co → people + organisation This is probably your most important opening answer. ⸻ 2. “What do you know about Suicide&Co and our services?” This one needs to show that you have actually researched them. Your answer “From my research, Suicide&Co is a national charity specifically supporting people who have been bereaved by suicide. What really stood out to me is the focus on both professional support and opening up conversations around suicide loss, because stigma can make people feel even more isolated. I’ve looked at the different services as well. You provide free one-to-one counselling with qualified counsellors, with up to 12 sessions, and you also have Early Bereavement Support for people within the first six months of their loss, which provides emotional listening and practical signposting. I also noticed how much your language focuses on people being able to grieve in their own way and at their own pace. That matters to me because I don’t think we should assume we know what somebody needs simply because we know what has happened to them. And I’ve understood from the role description that the Client Care team is really central to all of that. You’re often the first person somebody speaks to, but you also stay involved practically through their journey with the service. That’s one of the reasons the role appealed to me. It’s compassionate work, but it also requires organisation, accuracy and reliability.” Suicide&Co currently describes itself as a national charity providing specialist support following suicide bereavement. Its counselling service offers up to 12 free sessions; its Early Bereavement Support covers the first six months and combines emotional listening with practical signposting. MEMORY CUE National → suicide bereavement → conversation → 12 counselling → first 6 months → Client Care ⸻ 3. “What qualities are important when you’re the first point of contact for somebody bereaved by suicide?” They already asked a version of this in your application. Expect it to return in some form. Your answer “For me, the biggest things are empathy, patience, listening properly and reliability. If somebody contacted me following a suicide bereavement, I wouldn’t assume that I understood how they felt. Even two people grieving the same person can experience that loss very differently. I’d give them space to speak and listen to what they’re actually telling me rather than rushing to fill silences or trying to say the perfect thing. I’d also be conscious that I’m representing their first experience of Suicide&Co. So warmth matters, but so does professionalism. If I tell somebody I’ll come back to them, I need to do that. If I don’t know an answer, I’d rather say I’ll check than give them incorrect information. My advocacy work has really taught me that sometimes people don’t need you to take over. They need somebody who is calm, listens properly, explains what’s happening and follows through. I’d want somebody to finish that first conversation feeling that they’d been heard and that they understood what would happen next.” That fits particularly well with Suicide&Co’s own conversation guidance, which emphasises conversation, non-judgemental listening and recognising that suicide-related grief can be difficult to talk about. MEMORY CUE Empathy → don’t assume → listen → warmth + professionalism → next steps ⸻ 4. “Tell us about a time you supported someone who was distressed or finding it difficult to engage.” ⭐ STAR QUESTION Don’t invent a dramatic safeguarding story. Your genuine advocacy experience is enough. S — Situation “In my advocacy work, I’ve supported clients experiencing mental health difficulties who haven’t always found it easy to engage or communicate what they need.” T — Task “My responsibility is to establish communication, understand what the person actually wants from advocacy and support them without putting pressure on them.” A — Action “I start by explaining my role clearly and giving the person space to communicate at their own pace. I use active listening and keep my communication straightforward rather than overwhelming them with lots of information or questions. If they don’t engage immediately, I don’t take that personally. I’ll use the appropriate method of contact, follow up where needed and keep an accurate record on Hive so there’s continuity. I’m also careful about boundaries. I don’t promise an outcome I can’t guarantee and, if something raises a safeguarding concern, I follow the appropriate procedure rather than trying to manage it alone.” R — Result “That approach helps create trust and makes it easier to understand what actually matters to the individual. It’s taught me that consistency is really important. Particularly when somebody has had difficult experiences with services, you can’t demand trust just because you’re there to help. You have to earn it through how you communicate and whether you actually do what you say you’re going to do.” MEMORY CUE Difficult engagement → don’t pressure → listen → follow up → record → trust ⸻ 5. “A client becomes very upset on the phone while discussing their bereavement. What would you do?” This is one of the scenario questions I’d consider very high probability. Your answer “My first response would be to stay calm and give the person space. I wouldn’t panic or immediately try to stop their emotions. I’d listen and acknowledge what they’re telling me without saying that I understand exactly how they feel. I’d also be aware of the limits of my role. As Client Care Coordinator, I wouldn’t try to turn the conversation into counselling. If anything they said made me concerned about their immediate safety or raised a safeguarding concern, I’d follow Suicide&Co’s procedures and seek support from the appropriate manager rather than trying to handle that situation by myself. If there wasn’t an immediate safeguarding issue, I’d establish what they needed from us at that point and explain the next step clearly. Before finishing, I’d make sure they understood what was going to happen next and I’d record any relevant information accurately and sensitively. For me, it’s about being human and compassionate while still maintaining professional boundaries.” MEMORY CUE CALM Calm Acknowledge/listen Limits of role + risk Move to appropriate next step + make record ⸻ 6. “How would you manage several competing priorities at once?” Again, they already assessed this in your application, so be ready for it. Imagine: A distressed client is on the phone, a counsellor needs an urgent response, two clients are waiting to arrange appointments and your manager needs some service data. Your answer “I’d prioritise according to risk, urgency and impact rather than simply doing things in the order they arrived. If I’m already speaking to a distressed client, I’m not going to rush that conversation because an administrative email has appeared. I’d establish whether there was any immediate risk or safeguarding concern and deal with that appropriately first. After that I’d look at what’s genuinely time-sensitive. For example, something preventing a counsellor from supporting a client or an appointment that needs confirming may need attention before routine administration. I use task lists, diary reminders and case records in my current role, and I record actions as I go so information doesn’t get lost when priorities change. I’d also communicate. If several genuinely urgent things happened at once, I wouldn’t quietly struggle and risk making mistakes. I’d speak to my manager or colleagues and agree what needs to come first. Especially in this type of service, being busy isn’t the same as being effective. Accuracy and sensitivity matter.” MEMORY CUE Risk → Urgency → Impact → Record → Communicate ⸻ 7. “Tell us about a time you had to manage sensitive or confidential information.” ⭐ STAR QUESTION S — Situation “In my advocacy role, I regularly handle personal and sensitive information relating to clients’ mental health, circumstances and contact with different services.” T — Task “My responsibility is to make sure that information is handled appropriately while still being able to advocate effectively for the person.” A — Action “I establish what information is relevant and what I’m authorised to share. When liaising with professionals or external services, I’m careful not to disclose information simply because somebody asks for it. I maintain accurate case notes and advocacy records on Hive CRM and keep my recording factual and relevant. I also follow data protection, confidentiality and safeguarding procedures. And if I’m unsure about whether something should be disclosed, I check rather than making an assumption.” R — Result “That means professionals can receive the information they genuinely need while the client’s privacy and trust are protected. It’s made me very conscious that confidentiality isn’t just an administrative requirement. People tell us extremely personal things, and how we handle that information is part of how we earn their trust.” MEMORY CUE Sensitive → permission → relevant → factual record → need-to-know → trust ⸻ 8. “You haven’t used HubSpot before. How would you manage that?” Don’t apologise for this gap. Your answer “I haven’t used HubSpot specifically yet, so I’d be open about that. What I do already have is experience using Hive CRM for client case management. I use it to maintain contact records, advocacy plans, referrals, follow-up actions and outcomes, so I’m already used to the importance of keeping a digital client record accurate and up to date. I also use Microsoft Office, email, online meeting platforms and other digital systems. So the particular software would be new, but the principles behind using it wouldn’t be: accurate information, confidentiality, timely updates and making sure other authorised members of the team can understand what’s happening with a client. I saw that training is provided, and I’d be very comfortable learning HubSpot.” The current advert explicitly says they want confidence with platforms such as HubSpot but that training will be given to the right candidate. MEMORY CUE Not HubSpot yet → Hive → transferable → accurate data → willing to learn ⸻ 9. “Tell us about a time you worked independently while also collaborating with other people.” ⭐ STAR QUESTION S — Situation “In my Independent Community Advocate role, I manage my own casework, but clients may also have healthcare professionals, local services or other organisations involved.” T — Task “My responsibility is to manage my actions independently while making sure communication with other professionals supports what the client actually wants.” A — Action “I keep track of client contact, agreed actions and follow-up dates myself. Where liaison with another professional or service is appropriate, I’m clear about what the client wants me to communicate and what information can be shared. I then contact the relevant service, follow up where necessary and record the action accurately on Hive. I also use supervision and communicate with colleagues when something needs guidance or escalation rather than trying to work outside my role.” R — Result “It allows me to work independently without becoming isolated in my practice. That’s something I’d bring here because I understand this role needs somebody who can take responsibility for their own workload but also work closely with the Client Care Manager, counsellors and the wider team.” MEMORY CUE Own caseload → client wishes → professionals → record → supervision → team ⸻ 10. “Why should we choose you for the Client Care Coordinator role?” This is your closing pitch. Your answer “I think there’s a strong overlap between what you need and what I’m already doing. I’m comfortable communicating with people who may be going through difficult circumstances. I know how to listen without judgement and I don’t assume I know what’s best for somebody. But I’m also organised. I manage casework, follow-ups, confidential records and communication with different professionals, so I understand that good client care depends on what happens behind the scenes as much as the conversation itself. My welfare experience developed that supportive side of me, and my previous security work developed another useful side: remaining calm, professional and able to think clearly when situations become challenging. I also wouldn’t come in believing I know everything about suicide bereavement. It’s a specialist area and I’d want to learn from the training, the Client Care Manager, counsellors and the wider Suicide&Co team. What I would bring from day one is empathy, reliability, good boundaries, organisation and a genuine commitment to treating every person who contacts the service as an individual. I think that’s why this role feels like a natural next step for me.” MEMORY CUE Empathy + organisation + calm + boundaries + learning = me ⸻ 🔥 SCENARIO YOU REALLY NEED TO KNOW I would prepare this even if they don’t ask it exactly this way: “A person calls Suicide&Co. They were bereaved by suicide three months ago and want counselling immediately. What would you do?” A strong answer is: “I’d first listen to them and establish what they’re looking for rather than immediately telling them what they can or can’t access. I’d acknowledge that they’ve taken the step of reaching out and explain the options clearly and sensitively. From my research, I understand that someone can apply for Suicide&Co’s counselling service at any stage, but counselling sessions don’t begin until six months after the bereavement. Because this person is three months bereaved, I’d explain the Early Bereavement Support available during those first six months, which provides emotional listening and practical signposting. I wouldn’t present it as simply turning them away from counselling. I’d help them understand what support is available to them now and what happens with their counselling application. And obviously I’d remain alert to anything in the conversation that raised an immediate safety or safeguarding concern and follow the appropriate procedure.” That is specifically consistent with Suicide&Co’s current policy: applications for counselling can be made at any stage, but sessions don’t begin until six months after the loss; Early Bereavement Support is designed for those first six months. Remember: 3 months = Early Bereavement Support 6+ months = counselling can begin Counselling = up to 12 sessions ⸻ Another possible scenario “A counsellor tells you they urgently need information about a client, but you’re unsure whether you can disclose it. What do you do?” Your structure: Don’t guess → check consent/authority → confidentiality → policy → manager if unsure → only necessary information → record action. Never say: “They’re one of our counsellors, so I’d just send it.” Being part of the organisation does **not automatically mean every piece of client information needs to be shared. ⸻ And another “A client is unhappy with their counsellor and asks you to change them immediately. How would you respond?” “I’d listen first and understand what the concern actually was without becoming defensive or criticising the counsellor. I’d acknowledge the client’s concern and explain what I can do within my role. I wouldn’t promise an immediate outcome before understanding the situation. I’d record the relevant information accurately and follow Suicide&Co’s process, involving the Client Care Manager or appropriate colleague where required. If anything disclosed raised a safeguarding concern, I’d respond according to that procedure. Most importantly, I’d want the client to feel that raising a concern hadn’t damaged their relationship with the service and that what they’d told me was being taken seriously.” Memory: Listen → clarify → don’t blame → don’t promise → manager/process → follow up ⸻ 🧠 KNOW THESE 7 THINGS ABOUT SUICIDE&CO Don’t memorise a corporate speech. Remember these: 1. National suicide-bereavement charity. 2. Launched in 2020. 3. Specialist professional and compassionate support. 4. Up to 12 free counselling sessions. 5. Early Bereavement Support during first six months. 6. Conversation and reducing isolation/stigma are central. 7. Growing charity where Client Care supports clients throughout their journey. Suicide&Co says its impact has grown significantly since its 2020 launch and describes demand as stronger than ever, which also explains why the vacancy stresses adaptability and working in a growing, fast-paced organisation. ⁠Suicide&Co official website ⸻ Your 3 questions for the interviewers Don’t ask all three if they’ve already answered one. Question 1 — strongest “What would excellent performance look like for the person coming into the Client Care Coordinator role in their first three to six months?” Excellent because you’re asking about success, not just benefits. Question 2 — very specific to their growth “I noticed Suicide&Co is growing and developing its services. What are the biggest priorities or challenges for the Client Care team as that demand grows?” That shows you’ve researched them. Their careers page explicitly describes Suicide&Co as a young, growing charity with high demand and continually developing operations. Question 3 — excellent development question “What training and support would I receive around suicide bereavement and the situations that come through the Client Care team?” This acknowledges that you’re bringing transferable experience while respecting that suicide bereavement is specialist work. ⸻ ⭐ Your interview strategy Because this is only 30 minutes, don’t memorise these answers word-for-word. Learn the memory cues. When they ask a competency question: STAR Situation — What was happening? Task — What did I need to do? Action — What did I actually do? Result — What changed/what did I learn? For hypothetical client scenarios: CALM Calm and listen Acknowledge the individual Limits, risk, safeguarding and boundaries Move to the right next step and make an accurate record And there is one sentence I’d like you to keep in your head throughout the interview: “Warm with the person, accurate with the process.” That’s essentially this job. Your CV demonstrates the process side: Hive CRM, casework, follow-ups, confidentiality, safeguarding, professional liaison and organisation. Your advocacy and welfare experience demonstrate the human side: listening, empathy, non-judgemental communication, supporting people in difficult circumstances and helping them navigate services. That combination is the strongest case for you in this interview. And I would not try to imitate somebody who is already an expert in suicide bereavement. Suicide&Co’s own current Client Care profiles include people bringing different combinations of mental-health experience, charity experience and lived/professional experience. What matters is showing that you can bring strong transferable skills while being willing to learn their specialist approach. If you want, I can next turn these exact 10 questions + the scenarios into your Knowt copy-and-paste format, with short flashcard answers, memory cues and a separate one-page interview cheat sheet for 10 September.

RETHINK MENTAL ILLNESS Trainee Advocate Interview Pack Friday Interview ⸻ SECTION 1 — KNOW THE ROLE What is independent advocacy? ANSWER: “Independent advocacy is about helping somebody understand their rights and options and making sure their own views, wishes and choices are heard. For me, one of the most important things is remembering that I’m not there to make decisions for somebody or tell them what I think they should do. My role is to listen, help them understand the information available, explore their options and support them to communicate what they want. Sometimes that might mean speaking on somebody’s behalf if they’ve asked me to, but the person’s wishes should remain at the centre. That’s something I’ve really learned through volunteering with Rethink. Good advocacy should empower somebody rather than create another situation where somebody else is taking control.” MEMORY CUE: Rights → Options → Wishes → Voice → Empowerment This is very close to how Rethink itself currently defines advocacy. ⸻ SECTION 2 — THE 10 MOST LIKELY INTERVIEW QUESTIONS QUESTION 1 Tell us about yourself and why you want to become a Trainee Advocate with Rethink Mental Illness. ANSWER: “I currently volunteer as an Independent Community Advocate with Rethink Advocacy, and that’s really where my interest in developing a career in advocacy has grown. Through the role I’ve supported people experiencing mental ill health and other difficult circumstances. I listen to what matters to them, help them understand their rights and options and support them to have their voice heard. I’ve also had experience communicating with NHS professionals, housing services, local authorities and other organisations, as well as maintaining case records and working within safeguarding, confidentiality and professional boundaries. Before Rethink, I worked as a Security Officer and as a Volunteer Welfare Assistant, which developed my communication skills and my ability to remain calm when somebody is distressed or a situation becomes challenging. I’m applying because I don’t want advocacy to be something I only do for a few hours as a volunteer. I want to develop professionally in it. The Level 4 qualification particularly appeals to me because it would allow me to build on the practical experience I already have and develop the knowledge needed to work across different types of advocacy.” MEMORY CUE: Rethink volunteer → Experience → Skills → Career → Level 4 ⸻ QUESTION 2 What do you understand by independent advocacy, and how is it different from giving advice? This is one I would learn very well. ANSWER: “To me, independent advocacy is about standing alongside the person rather than taking over. An advocate can help somebody understand their rights, information and available options, but ultimately it’s the person’s own wishes and decisions that matter. That’s different from advice because I’m not there to tell somebody, ‘This is what I think you should do.’ For example, if somebody was considering different options around their care or housing, I could help them understand those options, think about questions they may want to ask and communicate their views to professionals. But I shouldn’t choose the option for them. Even if I personally thought another decision would be better, I would need to recognise that it’s their life. Obviously safeguarding and legal responsibilities still apply, but advocacy should promote choice, control and self-advocacy rather than dependency.” MEMORY CUE: Stand alongside → Inform → Don’t advise → Their choice → Empower Rethink explicitly says its advocates help people understand choices and consequences, communicate what they want and have control over their lives. ⸻ QUESTION 3 — STAR Tell us about a time you supported somebody to have their voice heard. S — SITUATION “In my Independent Community Advocate role, I’ve supported people who were dealing with mental health difficulties alongside issues such as housing and accessing services. Sometimes people can feel overwhelmed when several professionals or organisations are involved.” T — TASK “My responsibility as the advocate was to understand what the individual actually wanted and make sure their wishes remained central rather than speaking over them or deciding what I thought was best.” A — ACTION “I spent time listening to the person and clarifying their concerns and what outcome they wanted. I helped them understand their options and identify the points they wanted raised. Where they wanted advocacy support, I communicated with the relevant professionals and services while being careful only to share appropriate information. I followed up where necessary and kept accurate case notes on our case-management system.” R — RESULT “The person was better able to communicate what mattered to them and their wishes could be represented more clearly when dealing with the services involved. For me, the important outcome wasn’t that I had solved everything for them. It was that they had greater involvement and control over what was happening.” MEMORY CUE: Listen → Clarify wishes → Options → Represent → Follow up VERY IMPORTANT If the panel asks you for the exact person or exact situation, use one of your real Rethink cases. Don’t invent an outcome you didn’t achieve. ⸻ QUESTION 4 — STAR Tell us about a time you built trust with somebody who was reluctant to engage. S — SITUATION “In advocacy, I’ve had situations where somebody hasn’t responded immediately to contact or hasn’t been ready to engage straight away.” T — TASK “My responsibility was to try to establish communication while respecting the person’s choice and not making them feel pressured.” A — ACTION “I took a patient approach. I made appropriate contact attempts through the agreed channels and explained clearly who I was and why I was contacting them. When communication was established, I listened rather than overwhelming them with questions. I also made sure I didn’t make promises I couldn’t keep. I documented contact attempts and followed the service procedure around further contact and supervision.” R — RESULT “What that taught me is that engagement sometimes takes time. You can’t force somebody to trust you because you have the title of advocate. You build trust through consistency, honesty and respecting their choices.” MEMORY CUE: Patient → Explain → Don’t pressure → Consistency → Trust ⸻ QUESTION 5 — SCENARIO / COMPETENCY What would you do if a service user wanted something you personally disagreed with? ANSWER: “I’d separate my personal opinion from my professional role. The starting point would be listening and making sure I properly understood what the person wanted and why. I’d help them understand their rights, options and any relevant information or consequences, but I wouldn’t try to steer them towards the decision I preferred. If they understood the information and this was their wish, my role would generally be to support them in expressing it. If there were safeguarding concerns, questions around capacity or something outside my competence, I’d follow the appropriate procedure and seek guidance. But disagreement alone wouldn’t be a reason for me to override somebody. One of the things advocacy has taught me is that empowerment means respecting people’s autonomy even when their choices aren’t the choices we would make ourselves.” MEMORY CUE: My opinion aside → Listen → Inform → Their decision → Safeguard if necessary ⸻ QUESTION 6 — SCENARIO What would you do if somebody disclosed a safeguarding concern? ANSWER: “First, I’d remain calm and listen carefully. I wouldn’t interrogate the person or ask lots of leading questions, and I wouldn’t promise to keep something secret because there are circumstances where information may need to be shared to keep somebody safe. I’d establish whether there was any immediate danger and explain clearly what I may need to do next. I’d follow Rethink’s safeguarding procedure and report the concern promptly to the appropriate person, such as my manager or safeguarding lead. I’d only share information that was necessary and with the appropriate people. Then I’d make an accurate, factual record of what was disclosed, what I observed and what action I took. If I was uncertain, I wouldn’t try to manage the situation alone. I’d seek guidance.” MEMORY CUE: Listen → Immediate danger? → Don’t promise secrecy → Report → Record ⸻ QUESTION 7 — STAR Tell us about a time you had to manage competing priorities or organise your workload. ANSWER: S — SITUATION “In my current advocacy role, I can have several clients requiring different actions, such as telephone contact, follow-up messages, communication with professionals and case recording.” T — TASK “I need to make sure important actions are completed on time while keeping accurate records and identifying anything urgent.” A — ACTION “I look first at urgency and risk rather than simply doing tasks in the order they arrive. If something involved a safeguarding concern or an important deadline, that would take priority. I keep track of agreed follow-up actions and dates, manage my diary and update Hive after completing client work so there is a clear record. If something is outside my responsibility or I’m unsure about the priority, I speak with my supervisor rather than making assumptions.” R — RESULT “That helps me work in an organised way and makes sure actions aren’t forgotten. It’s also taught me that good case management isn’t just about being busy. It’s about knowing what needs attention first and maintaining a clear record of what you’ve done.” MEMORY CUE: Risk → Urgency → Diary → Hive → Escalate This is particularly relevant because your advert says the Trainee Advocate will progressively develop a caseload and manage their own diary and field-based visits. ⸻ QUESTION 8 How would you support somebody who may have difficulty understanding information or making a decision? ANSWER: “I wouldn’t automatically assume that because somebody has a mental illness, learning disability or difficulty communicating that they can’t make a decision. I’d first think about how I could make the information more accessible. That could mean using simpler language, breaking information into smaller parts, giving the person more time, checking their understanding or considering a different communication method. I’d also remember that capacity relates to the particular decision and circumstances rather than simply putting a label on somebody. As a trainee, I wouldn’t pretend to have specialist knowledge I haven’t developed yet. If there was a question around the Mental Capacity Act or whether statutory advocacy was required, I’d seek guidance from an experienced advocate or manager. My aim would still be to maximise the person’s involvement and voice as much as possible.” MEMORY CUE: Don’t assume → Accessible information → Time → Decision-specific → Seek guidance → Involve Your advert is specifically designed to train you across IMCA and other statutory advocacy, so saying “I’d seek guidance while I’m developing” is a strength here, not a weakness. ⸻ QUESTION 9 How do you maintain professional boundaries and confidentiality? ANSWER: “I think you can be warm and compassionate with somebody without becoming personally involved in their life. I try to be clear about my role from the beginning, including what I can and can’t do. I wouldn’t give out inappropriate personal information, make promises outside my role or allow somebody to become dependent on me. With confidentiality, I only access and share information that’s relevant to my work and follow data-protection procedures. I’d also explain that confidentiality has limits, particularly where there is a serious safeguarding concern. In my current role I maintain confidential case records on Hive, so I’m already used to thinking carefully about what I record and who information can appropriately be shared with. If a boundary became unclear, I’d use supervision rather than trying to deal with it alone.” MEMORY CUE: Warm not personal → Clear role → Confidential → Limits → Supervision ⸻ QUESTION 10 How do you demonstrate Rethink’s values and CARES behaviours? This is particularly likely because they explicitly asked you about it in the application. ANSWER: “I don’t really see the values as something separate from the day-to-day work. For example, Understanding means listening to the person and recognising that I can’t assume I know what their experience is just because I’ve supported somebody in a similar situation before. Equity means recognising that people may face different barriers and may need different approaches to have a genuinely equal opportunity to participate. I demonstrate Openness by being honest about what I can and can’t do as an advocate rather than making promises. Commitment and Passion come through in following things up and wanting people’s voices to be heard. And Expertise doesn’t mean pretending I know everything. Particularly as a trainee, I think it means using the knowledge I have responsibly while continuing to learn, using supervision and asking when I’m unsure. For the CARES behaviours, I connect with people respectfully, take accountability for my work and records, continue to evolve through training and reflective practice and focus on achieving meaningful outcomes for the person.” MEMORY CUE: Understanding → Equity → Openness → Commitment → Learn → CARES Rethink’s seven published values remain Commitment, Equity, Expertise, Hope, Openness, Passion and Understanding. Rethink describes equity specifically in terms of justice and fairness where discrimination and disadvantage exist. ⸻ QUESTION 11 — HAVE THIS AS YOUR BACKUP Why should we appoint you? Don’t give them the usual “I’m hardworking and passionate” answer. ANSWER: “I think one of the things I can bring is that I already understand Rethink Advocacy from actually being part of the service. I know that advocacy isn’t about rescuing people or taking control of their situation. It’s about listening, understanding what they want and helping them have greater control and a stronger voice. I’ve already started developing practical skills around client communication, case recording, safeguarding, professional boundaries and working with other agencies. At the same time, I’m not coming into a Trainee Advocate position believing I already know everything. There are areas of statutory advocacy, legislation and practice that I still need to develop, and that’s exactly why this opportunity appeals to me. So I think I bring a useful combination: practical advocacy experience, knowledge of Rethink’s way of working and, importantly, a willingness to keep learning.” MEMORY CUE: Already inside Rethink → Practical experience → Understand advocacy → Humble → Ready to learn ⸻ SECTION 3 — SCENARIO QUESTIONS I would revise these very seriously. SCENARIO 1 A professional tells you what they think is best for your client, but your client tells you privately that they want something completely different. What do you do? ANSWER: “My starting point would be the client. I’d speak with them privately where appropriate and make sure I clearly understood their wishes. I’d check whether they understood their options and any relevant consequences without trying to influence their decision. I’d ask what they wanted me to communicate and whether they wanted to speak themselves with my support or wanted me to communicate something on their behalf. When speaking to the professional, I’d represent the person’s wishes accurately and respectfully, even if the professional disagreed. I wouldn’t become confrontational, but I would appropriately challenge if the person’s voice was being ignored. If safeguarding or capacity issues arose, I’d follow the appropriate process and seek guidance. Then I’d record the action accurately.” MEMORY FORMULA: CLIENT Clarify wishes Listen Inform about options Empower their voice Note safeguarding/capacity Take accurate records ⸻ SCENARIO 2 A family member asks you to persuade the person you’re advocating for to accept a particular treatment. What do you do? ANSWER: “I’d explain respectfully that as an independent advocate, my role isn’t to persuade the person to make the decision their family or even professionals want. I’d listen to the family member’s concerns where appropriate, but I wouldn’t allow those concerns to replace the person’s own wishes. I’d support the individual to understand the relevant information and express what they want. I’d also be careful about confidentiality and wouldn’t share information simply because somebody was a relative. If there were safeguarding or capacity concerns, I’d follow the appropriate procedure. I’d remain respectful towards the family because they may genuinely be worried, but I’d maintain the independence of the advocacy relationship.” MEMORY CUE: Family concern ≠ client’s decision Listen → Explain role → Confidentiality → Client wishes → Safeguard ⸻ SCENARIO 3 Someone becomes angry and distressed during an appointment and starts shouting. What do you do? ANSWER: “I’d remain calm and avoid responding emotionally. I’d give the person space where possible and use a calm tone. I’d listen to what they’re actually trying to communicate because sometimes anger comes from feeling ignored or frustrated. I’d acknowledge how they’re feeling without automatically agreeing with everything they’re saying. I’d also consider safety. If there was an immediate risk to the person, myself or somebody else, I’d follow the relevant safety procedure and seek assistance. Once things were calmer, I’d clarify what the person wanted from me as their advocate and agree what could realistically happen next. I’d then document any relevant incident or safeguarding concern.” MEMORY CUE: Calm → Space → Listen → Acknowledge → Safety → Next step → Record Your previous Security Officer experience is useful here because it gives you genuine evidence that you can remain composed and de-escalate difficult situations. ⸻ SCENARIO 4 You have several clients needing support on the same day. One has an important meeting, another leaves an upset voicemail and another case note needs completing. What do you do? ANSWER: “I’d prioritise based on risk, urgency and deadlines. I’d check the upset voicemail promptly because I first need to establish whether there is a safeguarding or immediate risk issue. I’d also consider the fixed meeting because missing it could affect that person’s opportunity to have their voice represented. The case note is still important and needs completing promptly, but unless there was an immediate reason it couldn’t wait, I’d organise that around the more time-critical client work. I’d keep clear records and communicate with my manager or colleagues if I couldn’t safely manage everything. I wouldn’t quietly allow something important to be missed because I was overloaded.” MEMORY CUE: RUD Risk → Urgency → Deadline Then: Communicate → Record ⸻ SCENARIO 5 A service user asks you not to tell anybody something, but what they tell you makes you concerned that they or somebody else may be at serious risk. ANSWER: “I wouldn’t promise secrecy. I’d listen calmly and explain that I respect their privacy, but there are circumstances where I may need to share information if somebody is at serious risk. I’d establish whether there was immediate danger without carrying out my own investigation. I’d explain what I needed to do next where it was safe and appropriate to do so. Then I’d follow Rethink’s safeguarding procedure, contact the appropriate manager or safeguarding lead and share only the information necessary. I’d make an accurate factual record afterwards. I’d also try to keep the person involved in the process rather than suddenly doing things behind their back wherever possible.” MEMORY CUE: No secrecy promise → Risk → Explain → Escalate → Minimum information → Record ⸻ SECTION 4 — LEGISLATION: KNOW THE BASICS You do not need to pretend to be a qualified IMHA or IMCA. You’re interviewing for a trainee position. But know these: IMHA Independent Mental Health Advocate Supports qualifying people subject to certain provisions of the Mental Health Act to understand their rights and participate in decisions. IMCA Independent Mental Capacity Advocate A statutory advocacy role connected with the Mental Capacity Act, for certain important decisions where the legal criteria are met. Care Act Advocacy Supports qualifying people to be involved in assessments, care/support planning, reviews and safeguarding processes where the statutory criteria are met. RPR Relevant Person’s Representative Associated with safeguards for people who lack capacity and are subject to particular restrictions/deprivation of liberty arrangements. Community Advocacy Non-statutory advocacy supporting somebody with issues such as services, rights, housing, health and social care. Your safest interview phrase when you’re unsure is: “As a trainee, I would recognise the limits of my current knowledge, check the relevant legislation or policy and seek guidance from an experienced advocate or my manager rather than making an assumption.” That’s an excellent answer. Rethink confirms its London Advocacy Hub works under the Mental Health Act, Mental Capacity Act and Care Act as well as situations where advocacy isn’t a statutory right. ⸻ SECTION 5 — RETHINK VALUES FLASHCARD Paste this separately into Knowt. QUESTION: What are Rethink Mental Illness’s seven values? ANSWER: C E E H O P U Commitment Equity Expertise Hope Openness Passion Understanding Rethink’s current 2025–28 EDI strategy confirms all seven. CARES From the application material you were given: Connect Accountability Respect Evolve Success Think: “I CARES about my work.” Connect with people. Take Accountability. Show Respect. Evolve through learning. Work towards Success. ⸻ SECTION 6 — THREE QUESTIONS YOU SHOULD ASK THEM I wouldn’t ask something easily answered by the advert, like “What training will I get?” You already know about the Level 4 qualification. Ask these instead. QUESTION 1 “Because I’m already volunteering within Rethink Advocacy, what would you say is the biggest difference between what you’d expect from me now and what you’d expect from me as I develop into the Trainee Advocate role?” This one is excellent for you specifically. It couldn’t be asked by just any applicant. QUESTION 2 “As the trainee develops across areas such as IMHA, IMCA and Care Act advocacy, how is the learning usually balanced between the Level 4 qualification, shadowing experienced advocates and gradually taking on a caseload?” This shows you’ve actually read the role. QUESTION 3 “What would make you look back after six months and think that the person you’ve appointed is developing really well in the role?” That gets them talking about their expectations of the successful candidate. ⸻ SECTION 7 — YOUR MASTER MEMORY MAP This is what I want you eventually to be able to remember without looking at the long answers: RETHINK TRAINEE ADVOCATE WHY ME → Already Rethink Advocate → Client experience → Communication → Safeguarding → Multi-agency → Ready for Level 4 ADVOCACY → Rights → Options → Wishes → Voice → Empowerment NOT ADVOCACY → Giving my opinion → Making decisions → Rescuing → Controlling SAFEGUARDING → Listen → Risk → Explain → Escalate → Record BOUNDARIES → Warm but professional → Clear role → Confidentiality → Supervision CAPACITY → Never assume → Decision-specific → Accessible communication → Maximise involvement → Seek guidance CASELOAD → Risk → Urgency → Deadline → Diary → Hive → Communicate VALUES → Commitment → Equity → Expertise → Hope → Openness → Passion → Understanding CARES → Connect → Accountability → Respect → Evolve → Success LEGISLATION → Mental Health Act / IMHA → Mental Capacity Act / IMCA → Care Act → RPR → Community Advocacy ⸻ One final interview point that matters for you Because you’re an internal volunteer candidate, don’t accidentally approach Friday as though the panel already knows everything you do. Answer the evidence anyway. If they ask: “Tell us about a time you worked independently.” don’t say: “Well, you already know because I volunteer here.” Give them the example. And don’t try to sound like a fully qualified statutory advocate. The advert itself says you’ll shadow experienced advocates, build hands-on experience, learn instructed and non-instructed advocacy, progressively develop your caseload and complete the Level 4 qualification. Your strongest positioning is: “I already have the foundation. I’m now ready for the training, responsibility and professional development that will turn that foundation into a career in advocacy.” That is much more credible for a Trainee Advocate interview than trying to demonstrate knowledge you’re actually applying to learn. Rethink’s current recruitment material also emphasises development opportunities, purpose-led work, dignity, respect and inclusion, so your emphasis on learning, reflective practice and person-centred advocacy fits the organisation well. You can paste this entire answer into Knowt as one source, but I would have Knowt create flashcards particularly from Sections 2–7, because those are the parts you need to actively recall rather than simply read.