Mental Health SPA Call Handler

Job title:

Mental Health SPA Call Handler

Company

NHS

Job description

An exciting opportunity has arisen within our adult mental health service. The opportunity involves being a part of a developing and expanding team to improve the access to mental health services. The post is for a Mental Health Call Handler, To work within the integrated advice team and maintain the 24/7 365 days per year Single Point of Access. To operate an electronic and telephone access point for both the general public, allied professionals and stake holders.Main duties of the jobTo be the first point of contact for all clinical referrals into the Trust via telephone, email, letter or other electronic systems.Establish the nature of the contact and, under supervision, identify the appropriate assistance required by following the UK Mental Health Triage Scale.Manage the referral by searching clinical records, checking details and demographics, amending and updating when required.Under supervision, screen all referrals against the screening tool, identifying any immediate emergency response, signposting to the right service promptly.To be competent in the use of Systmone.Under supervision help determine the most appropriate service for the patient by analysing the information given by the referrer, using judgement, knowledge and questioning skills.Extract sufficient information to pass to the clinician to ensure the appropriate service is accessedSupport the provision of a 24/7 service, working both nights and days (11.5 hour shifts).About usHello!We are Navigo. We look after North East Lincolnshire’s mental health and well-being. We are an award-winning social enterprise that provides mental health services to the NHS and beyond.The whole basis of our work is to deliver services that we would be happy for our own family to use.We offer a range of mental health services, including acute and community facilities as well as specialist support such as outstanding older adults inpatient services, rehabilitation and recovery community mental health and an outstanding specialist eating disorder facility.Ranked as one of the top UK companies to work for, we featured in the Best Companies top 100 large company list and were named sixth best health and social care company 2023.As a social enterprise, we do things a little bit differently and have also developed income-generating commercially viable businesses that provide training, education and employment opportunities including Grimsby Garden Centre and two cafes.Working at Navigo is not like working anywhere else. Lots of places say that, but we really mean it.We like to work with forward-thinking people who want to make a difference.Come join us!Date posted26 March 2025Pay schemeAgenda for changeBandBand 3Salary£24,071 to £25,674 a yearContractPermanentWorking patternFull-timeReference numberB9816-458Job locationsHarrison HousePeaks LaneGrimsbyDN32 9RPJob descriptionJob responsibilitiesThe post holder is to help facilitate the co-ordination of all referrals into Navigo, providing a rapid and consistent response to all referrals whether that be over the telephone or via an electronic format. The post holder will be the first point of contact for those referring into mental health services, whether that be a self referral or a family member/ carer/ professional making a referral on their behalf. Under supervision, the post holder will be expected to extract the pertinent information by using excellent questioning skills to ensure the referral is safely and appropriately managed. The post holder will be expected to provide callers with emotional support, demonstrating empathy and sound listening skills. The post holder will require good IT skills as a large part of this post is entering electronic information onto patient’s clinical notes, and this must be accurate and of a good standard. The Single Point of Access is a fast paced team, where a mix of admin and interpersonal skills are required. Job descriptionJob responsibilitiesThe post holder is to help facilitate the co-ordination of all referrals into Navigo, providing a rapid and consistent response to all referrals whether that be over the telephone or via an electronic format. The post holder will be the first point of contact for those referring into mental health services, whether that be a self referral or a family member/ carer/ professional making a referral on their behalf. Under supervision, the post holder will be expected to extract the pertinent information by using excellent questioning skills to ensure the referral is safely and appropriately managed. The post holder will be expected to provide callers with emotional support, demonstrating empathy and sound listening skills. The post holder will require good IT skills as a large part of this post is entering electronic information onto patient’s clinical notes, and this must be accurate and of a good standard. The Single Point of Access is a fast paced team, where a mix of admin and interpersonal skills are required.Person SpecificationExperienceEssential

• Excellent telephone skills.
• Excellent data inputting skills.
• Ability to work under supervision as part of a team.
• Excellent listening and questioning skills.

QualificationsEssential

• NVQ level 2 qualification or equivalent in a health/social care/ admin related subject.

KnowledgeEssential

• Experience of working in a health care setting.

Desirable

• Experience of risk assessment and risk management.
• Experience working with mental illness of a severe and enduring nature in an acute or crisis setting.
• Knowledge of relapse prevention.

Additional RequirementsEssential

• Excellent listening and questioning skills.
• To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
• Articulate/numerate.
• Flexible/adaptable – good time management skills.
• To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
• Excellent interpersonal skills.

Person SpecificationExperienceEssential

• Excellent telephone skills.
• Excellent data inputting skills.
• Ability to work under supervision as part of a team.
• Excellent listening and questioning skills.

QualificationsEssential

• NVQ level 2 qualification or equivalent in a health/social care/ admin related subject.

KnowledgeEssential

• Experience of working in a health care setting.

Desirable

• Experience of risk assessment and risk management.
• Experience working with mental illness of a severe and enduring nature in an acute or crisis setting.
• Knowledge of relapse prevention.

Additional RequirementsEssential

• Excellent listening and questioning skills.
• To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
• Articulate/numerate.
• Flexible/adaptable – good time management skills.
• To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
• Excellent interpersonal skills.

Expected salary

£24071 – 25674 per year

Location

Grimsby, Lincolnshire

Job date

Fri, 28 Mar 2025 02:56:08 GMT

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