Job summary The WLT Single Point of Access (SPA) provides 24/7/365 access to secondary care mental health by telephone and email. The service is for people experiencing a mental health crisis and incorporates a 24/7 telephone support line for service users, carers and professionals. The post holder will provide first line advice, support, and information to this wide range of callers as well as provide support responding to email and future text message (SMS) enquiries. The post holder will provide support when someone, both known to services and unknown, contacts the service as they, or someone they care for, feel unsafe, at risk or unable to cope without professional advice or help. Along with the providing care and advice to callers to the SPA the post holder will support clinical staff in the processing and triaging of referrals to the trust. The post holder will be given clinical supervision by qualified staff and management responsibility is with the SPA Team Manager. Main duties of the job To be the first contact that many people have with WLT. To provide telephone healthcare advice, support, information and signposting to service users, carers and professionals. To facilitate onward referral of service users and carers to other professionals both within WLT and other NHS and non NHS services if required. This may include direct/immediate referral to emergency services when necessary. To liaise with both internal colleagues and external professionals and communicate appropriate clinical information verbally, in written form and by recording information on the Trusts patient record system RiO. Actively participate in regular call monitoring and quality of call handling to include call review and self-reflection. Identify the need and take action to modify and adapt communication manner to account for the differing needs of patients and callers especially in stressful and difficult situations. To work within a 24/7/365 rota system ( including nights and weekends ) - ensuring that a comprehensive service is provided to patients and that interfaces with other WLT services is maintained. Further duties available on candidate pack. About us West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health, physical healthcare and community services commissioned locally and nationally. The Trust runs Broadmoor Hospital, one of only three high secure hospitals in the country with an international reputation. Our high secure services care for patients from across the South of England and we provide low and medium secure services covering eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs - Ealing, Hammersmith & Fulham and Hounslow. The Trust employs over 3800 staff, of which 51% are from a Black and Asian Minority Ethnic (BAME) background. Our turnover for 2021-22 is approximately £350m. In recent years, there has been a step change in staff engagement, culture, performance and ambition of the organisation. The Trust is now rated as 'Good' overall by the Care Quality Commission, and the rating for our Forensic services has improved from 'Requires improvement' to 'Outstanding'. Rigorous financial management has been central to our ability to deliver service improvements. The Trust has delivered consistent surpluses since 2009, totalling more than £77m. Date posted 20 February 2025 Pay scheme Agenda for change Band Band 4 Salary £17.41 to £28.57 an hour Inclusive of all standardised bank rates Contract Bank Working pattern Flexible working Reference number 222-Bank-MHA-3 Job locations Bank Ealing UB1 3EU Job description Job responsibilities To communicate with people in a manner which: is consistent with their level of understanding, culture, background and preferred ways of communicating acknowledges the purpose of the communication is appropriate to the context encourages their participation responds to communication of any kind from them. To improve communication through: changing the methods of communicating modifying the content and structure of communication reflection on the barriers to effective communication. To confirm that you have accurately interpreted communications. To provide feedback to other staff on their communication at appropriate times. To maintain accurate patient records consistent with legislation and, policies and procedures. To maintain confidentiality during communication consistent with Trust policy and legislation; gaining any necessary authorisation for releasing information prior to doing so. To identify the range of people likely to be involved in the communication, any potential communication difference and relevant contextual factors. To actively seek support and supervision when having dealt with highly distressing situations. To develop own knowledge and skills and contribute to the development of others. To take responsibility for ones own continuing development and performance and maintain a record of training accomplished. To identify ones own development needs in relation to current practice and future plans; setting personal development objectives in the context of the Trusts personal development review process. To attend relevant courses and in-house learning opportunities. To reflect on application of knowledge and skills by seeking/providing informal and formal feedback through: Clinical Supervision Reflective practice groups. To contribute to developing the workplace as a learning environment. Workforce To suggest workforce requirements that meet needs and legal requirements. To communicate clearly with team members and provide them with opportunities to: contribute to the planning and organisation of work assess individual and team work to respond to feedback make suggestions for improvement. To ensure that work plans: are consistent with their teams objectives are realistic and achievable. Job description Job responsibilities To communicate with people in a manner which: is consistent with their level of understanding, culture, background and preferred ways of communicating acknowledges the purpose of the communication is appropriate to the context encourages their participation responds to communication of any kind from them. To improve communication through: changing the methods of communicating modifying the content and structure of communication reflection on the barriers to effective communication. To confirm that you have accurately interpreted communications. To provide feedback to other staff on their communication at appropriate times. To maintain accurate patient records consistent with legislation and, policies and procedures. To maintain confidentiality during communication consistent with Trust policy and legislation; gaining any necessary authorisation for releasing information prior to doing so. To identify the range of people likely to be involved in the communication, any potential communication difference and relevant contextual factors. To actively seek support and supervision when having dealt with highly distressing situations. To develop own knowledge and skills and contribute to the development of others. To take responsibility for ones own continuing development and performance and maintain a record of training accomplished. To identify ones own development needs in relation to current practice and future plans; setting personal development objectives in the context of the Trusts personal development review process. To attend relevant courses and in-house learning opportunities. To reflect on application of knowledge and skills by seeking/providing informal and formal feedback through: Clinical Supervision Reflective practice groups. To contribute to developing the workplace as a learning environment. Workforce To suggest workforce requirements that meet needs and legal requirements. To communicate clearly with team members and provide them with opportunities to: contribute to the planning and organisation of work assess individual and team work to respond to feedback make suggestions for improvement. To ensure that work plans: are consistent with their teams objectives are realistic and achievable. Person Specification QUALIFICATIONS Essential Minimum of 5 GCSEs (one of which must be English Language and one Maths) or equivalent. NVQ level 3 in Health & Social Care or equivalent. Desirable A-Levels / Diploma / Degree. Degree in Health Related subject. Evidence of accredited courses in mental health practice or related career pathway. EXPERIENCE Essential Understanding of mental health presentations, causes and treatments. Previous experience of working in a mental health setting. Experience of working with the public over the phone. Working as part of a team. Mandatory Training up-to-date (internal). IT literate - specifically in the MS office suite of programmes. Desirable Working within a Mental Health Trust as HCA / Community Support worker. Working within a NHS organisation. Lived experience of mental health. KNOWLEDGE AND SKILLS Essential A high level of both written and spoken English language. Ability to understand and respond appropriately to complex call queries. Excellent communication skills including common courtesy and customer service listening skills. Excellent telephone manner. Ability to use own initiative and problem solve. IT literate - specifically in the MS office suite of programmes. Ability to type quickly and accurately. Ability to work under pressure. Desirable Ability to communicate in a second language. Knowledge of RiO patient record system. PERSONAL QUALITIES Essential Flexible & Positive attitude to work Punctual Good attendance record. Ability to be empathetic Desirable Evidence of self-development Evidence of assisting others to develop SPECIFIC REQUIREMENTS Essential Availability to work a shift rota covering 24 hours a day, 7 days a week 365 days a year. Person Specification QUALIFICATIONS Essential Minimum of 5 GCSEs (one of which must be English Language and one Maths) or equivalent. NVQ level 3 in Health & Social Care or equivalent. Desirable A-Levels / Diploma / Degree. Degree in Health Related subject. Evidence of accredited courses in mental health practice or related career pathway. EXPERIENCE Essential Understanding of mental health presentations, causes and treatments. Previous experience of working in a mental health setting. Experience of working with the public over the phone. Working as part of a team. Mandatory Training up-to-date (internal). IT literate - specifically in the MS office suite of programmes. Desirable Working within a Mental Health Trust as HCA / Community Support worker. Working within a NHS organisation. Lived experience of mental health. KNOWLEDGE AND SKILLS Essential A high level of both written and spoken English language. Ability to understand and respond appropriately to complex call queries. Excellent communication skills including common courtesy and customer service listening skills. Excellent telephone manner. Ability to use own initiative and problem solve. IT literate - specifically in the MS office suite of programmes. Ability to type quickly and accurately. Ability to work under pressure. Desirable Ability to communicate in a second language. Knowledge of RiO patient record system. PERSONAL QUALITIES Essential Flexible & Positive attitude to work Punctual Good attendance record. Ability to be empathetic Desirable Evidence of self-development Evidence of assisting others to develop SPECIFIC REQUIREMENTS Essential Availability to work a shift rota covering 24 hours a day, 7 days a week 365 days a year. 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name West London NHS Trust Address Bank Ealing UB1 3EU Employer's website https://www.westlondon.nhs.uk (Opens in a new tab)