Job summary
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 the 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 stake holders.
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, 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
analysing the information given by the referrer, using judgement, 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.
Come join us!
Job description
Job responsibilities
The post
holder is to help facilitate the co-ordination 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 patient's 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.
Job description
Job responsibilities
The post
holder is to help facilitate the co-ordination 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 patient's 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
Essential
- Excellent telephone skills.
- Excellent data inputting skills.
- Ability to work under supervision as part of a team.
- Excellent listening and questioning skills.
Qualifications
Essential
- NVQ level 2 qualification or equivalent in a health/social care/ admin related subject.
Knowledge
Essential
- Experience of working in a health care setting.
Desirable
- 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
Essential
- Excellent listening and questioning skills.
- To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
- Articulate/numerate.
- Flexible/adaptable - good time management skills.
- To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
- Excellent interpersonal skills.
Person Specification
Experience
Essential
- Excellent telephone skills.
- Excellent data inputting skills.
- Ability to work under supervision as part of a team.
- Excellent listening and questioning skills.
Qualifications
Essential
- NVQ level 2 qualification or equivalent in a health/social care/ admin related subject.
Knowledge
Essential
- Experience of working in a health care setting.
Desirable
- 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
Essential
- Excellent listening and questioning skills.
- To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
- Articulate/numerate.
- Flexible/adaptable - good time management skills.
- To be able to demonstrate empathy and understanding when dealing with patients, their carers and professionals.
- 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.
