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 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 stakeholders.
Main duties of the job
To 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, and 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 analyzing the information given by the referrer, using judgment, knowledge, and questioning skills.
Extract sufficient information to pass to the clinician to ensure the appropriate service is accessed.
Support the provision of a 24/7 service, working both nights and days (11.5 hour shifts).
About us
Hello!
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.
Job responsibilities
The postholder is to help facilitate the coordination 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 patients' 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 Specification
Experience
* Excellent telephone skills.
* Ability to work under supervision as part of a team.
* Excellent listening and questioning skills.
Qualifications
* NVQ level 2 qualification or equivalent in a health/social care/admin related subject.
Knowledge
* Experience of working in a health care setting.
* 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 Requirements
* Excellent listening and questioning skills.
* To be able to demonstrate empathy and understanding when dealing with patients, their carers, and professionals.
* Articulate/numerate.
* Excellent interpersonal skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
#J-18808-Ljbffr