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 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.
* 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 Trust’s 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 are maintained.
Further duties available on candidate pack.
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