Employer NELFT NHS Foundation Trust
Employer type: NHS
Site: Maidstone Studios, Vinters Business Park
Town: Maidstone
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 21/01/2025 23:59
Interview date: 29/01/2025
NHS 111 Clinical Call Handler
NHS AfC: Band 4
Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award-winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients.
Job overview
The NHS 111 line is a national requirement to provide a three-digit emergency number for mental health. The post holder will be required to effectively engage and manage complex calls from young people, parents/carers and other professionals. The post holder will be a valued team member and be supported by clinicians in the management of challenging calls. As the service is exclusively telephone based, due to the nature of calls, there is no remote working.
Calls are received from the geographical locations of Kent & Medway only.
Main duties of the job
1. To be primarily responsible for handling incoming NHS 111 mental health calls.
2. Determine identity of the caller and open referrals to the service.
3. Demonstrate active listening to accurately record information and provide appropriate advice and signposting.
4. De-escalate anxiety, tensions and provide solutions to current concerns overseen and supported by trained clinicians.
Detailed job description and main responsibilities
1. Active listening skills in order to document current concerns.
2. Demonstrate empathy and understanding.
3. Be able to de-escalate concerned callers.
4. Have insight and ability to engage effectively with Children and Young People who may be in acute distress.
5. To be computer literate and encourage implementation of the Trust’s IM&T Strategy.
6. To ensure accurate recording of actions, and updating patient’s records, always maintaining confidentiality.
7. The post holder will input and maintain appropriate computer and manual clinical records and statistical data and provide this to the Service Manager/Head of Service when necessary.
8. The post-holder will engage in relevant computer and IT training as required.
9. To assist, under the direct supervision of qualified professionals in the development, design and implementation of relevant projects.
10. To assist in processing and auditing various types of data concerning service users for the whole team.
Person specification
Direct work/interventions with service users
* Previous NHS 111 experience.
* Worked in community or inpatient settings.
* Supported Children Young People in a care setting.
* Completed work experience or education in a care setting.
Mental Health knowledge
* Is undertaking higher education to obtain qualification in mental health studies.
* Has achieved qualifications in Health & Social Care and/or Mental Health studies.
* Can demonstrate a robust understanding of children's health and wellbeing.
* Undertaken work experience engaging with children & young people.
* Understands concepts of emotional wellbeing.
* Understands differences between Mental Health and Emotional Wellbeing.
Communication and active listening
* Able to communicate effectively with people in distress.
* Can use simple language to de-escalate and reassure callers.
* Can listen and record information accurately.
* Can retain and relay information accurately.
* Previous telephony based role.
* Previous experience in customer service related role.
* Confident and articulate telephone skills.
Equal opportunities employer
We are committed to equal opportunities and diversity and positively encourage applications from all sections of the community regardless of any protected characteristic.
You are advised to regularly check your emails (including any junk mail/spam folders) for correspondence related to this post.
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