First Point of Contact Support Worker CAMHS

Job description

Job responsibilities

Single Point of Access Duties:

1. Support with phonecalls into the service – this will involve providing a helpful response to

enquiries, and passing calls to duty clinicians where appropriate

2. Provide daily cover for incoming calls/emails/letters from young people, parents/carers, GPs,

school staff, social workers, and other professionals

3. Use customer care skills to ensure that enquirers receive a timely and helpful response

4. Pass specific mental health enquiries to duty clinicians as appropriate

5. Maintain a detailed and accurate message recording system

6. Input referral data onto a computer-based patient management system (IAPTus).

7. Record any patient-related messages and/or correspondence on IAPTUs in a timely fashion.

8. Ensure patient-sensitive information is recorded in line with Information Governance protocols.

9. Assist in the production of routine statistical and audit information by running regular system

and database reports as requested on a monthly, quarterly and as required basis.

The postholder will work as part of a team to support the delivery of the FPOC. The role will focus on 6 main areas of work:

(i) Act as the initial point of contact for calls into the service.

(ii) Provide referral and signposting information and advice

(iii) Input patient information into the electronic patient management system (Iaptus)

(iv) Support families and young people to book appointments

(v) Help to collate data and monitor outcome and activity

(vi) Gather information to help the service reach good outcomes for individual referrals

10. Undertake appointment bookings for families which includes the offer of choice around factors

such as venue, location, time, day/date etc.

11. Adjust appointments as necessary in the event of cancellations or amendments.

12. Support practitioners to organise interpreters and clinic rooms in the Clare Road offices and help

to secure new community venues as required.

13. Provide reception cover to greet clients and visitors to the premises.

Other duties:

14. To promote safeguarding and child protection, and to ensure that the well-being and safety of

children and young people is central to all discussions and decisions.

15. Helping to ensure the office is a safe, clean and secure working environment and helping to

arrange the maintenance and servicing of the building.

16. To join in cross-service developments and to work in a positive & flexible way which promotes

joint working and openness.

General:

• All employees must be familiar with and adhere to Northpoint’s operational policies, service protocols, and practice guidelines as required, taking account of any relevant partner protocols and procedures. 

• All employees have a responsibility and a legal obligation to ensure that information processed for both patients and staff is kept accurate, confidential, secure and in line with the Data Protection Act (2018) and Security and Confidentiality Policies 

• All employees have a duty and responsibility for their own health and safety and the health of safety of colleagues, patients and the general public 

• All employees will undertake statutory and mandatory training as deemed appropriate and have a willingness and commitment to professional development  

• Northpoint Wellbeing is committed to ensuring that no job applicant or employee receives less favourable treatment on the grounds of age, disability, gender, race, religion or belief, sexual orientation, marital status, gender reassignment or pregnancy/maternity.  We fully support the right of all staff to equal opportunities and are committed to the development of a diverse workforce. All employees are expected to be familiar with and adhere to Northpoint’s Equal Opportunities Policy  

• All employees will adhere to Northpoint Wellbeing safeguarding procedures  

• Northpoint will provide regular line-management supervision  

• It is the responsibility of all staff that they do not abuse their professional position for personal gain, to seek advantage of further private business, or for other interests, in the course of their official duties. 

Person Specification

General

Essential

• Experience of working in an administrative role and or a supportive or caring role
• Awareness of the range of emotional health problems which can affect children, young people and their families
• Understanding of the importance of safeguarding children and young people
• Ability to recognise and value diversity
• Good working knowledge of basic IT systems e.g. Word, Outlook, Excel
• Ability to work under pressure, prioritise and organise
• Ability to pay attention to detail, and to produce clear and accurate reports
• Evidence of good verbal and written communication skills
• Ability to work autonomously and work as part of a team
• Ability to deal with calls from young people, parents and carers and professionals which may involve emotional or distressing content
• Awareness of the pressures facing professionals who support children and young people, such as schools and GPs

Desirable

• A relevant qualification, e.g. an administrative qualification
• Experience of providing telephone support and advice
• Experience of maintaining the confidentiality of patient sensitive information
• Experience of using an electronic patient record system e.g. SystemOne, IAPTus
• Experience of working in a similar service which supports families, e.g. school, childrens centre, children and family service, a child or adult mental health service
• Knowledge of CAMHS and young peoples mental health services
• Knowledge of young people and family services in Calderdale
• Knowledge of neurodevelopmental conditions e.g. autism, ADHD

Employer details

Employer name

Northpoint Wellbeing Ltd

Address

C A M H S

9 Clare Road

Halifax

West Yorkshire

HX1 2HX

Employer's website

https://northpoint.org.uk (Opens in a new tab)