Health Village Dearne Valley PCN is seeking a motivated and compassionate Band 4 Care Coordinator (Mental Health) to deliver a telephone-based mental health triage and care navigation service across three GP practices.
This role is ideal for someone experienced in supporting people with mental health needs who is confident working autonomously within defined protocols, has excellent communication skills, and enjoys helping patients access the right support at the right time.
The post holder will manage all patient interactions by telephone, providing structured triage, guidance, and signposting using the DIALOG approach, and coordinating access to appropriate mental health pathways, including self-help, community support, IAPT, bereavement services, crisis services, or appointments with qualified PCN mental health professionals.
Main duties of the job
Mental Health Triage
* Provide a first point of contact mental health triage service by telephone for patients presenting with emotional or psychological concerns.
* Undertake structured information gathering conversations to understand presenting issues, patient priorities, and level of need, working within agreed Band 4 protocols.
* Use the DIALOG method to support person-centred, patient-led discussions and goal identification.
* Identify when concerns can be managed through signposting and self-help versus when escalation or onward referral is required.
* Recognise indicators of risk or deterioration and promptly escalate to appropriate clinicians or services in line with PCN and safeguarding procedures.
Care Navigation and Pathway Coordination
* Navigate patients to appropriate mental health support pathways following telephone triage, including:
* Self-help and guided resources
* IAPT / NHS Talking Therapies
* Bereavement and loss support
* Community and voluntary sector mental health services
* Peer and self-help groups
* Crisis services (via agreed escalation routes)
* Appointments with PCN-based mental health practitioners
* Coordinate referrals, bookings, and follow-up actions, ensuring a smooth patient journey.
* Provide clear explanations to patients about next steps, timescales, and what to expect from services.
About us
Health Village Dearne Valley Primary Care Network (PCN) is a collaboration of GP practices serving communities across Rotherham and the Dearne Valley area of South Yorkshire. The PCN is part of the NHS South Yorkshire Integrated Care Board and works to provide joined-up, high-quality primary care services for its registered patient population.
The network brings together 3 GP practices Clifton Medical Centre, St Anns Medical Centre, Market Surgery, allowing them to work collectively while continuing to deliver care locally. By sharing resources and staff, the PCN improves access to services and supports better outcomes for patients.
Health Village Dearne Valley PCN delivers a range of enhanced services, including social prescribing, physiotherapy, mental health support, paramedic home visiting, and additional clinics for minor illness and long-term conditions. This collaborative approach helps address local health needs, reduce pressure on GP appointments, and provide more coordinated, community-based care.
Job responsibilities
Mental Health Triage (Telephone-Based)
* Provide a first point of contact mental health triage service by telephone for patients presenting with emotional or psychological concerns.
* Undertake structured information gathering conversations to understand presenting issues, patient priorities, and level of need, working within agreed Band 4 protocols.
* Use the DIALOG method to support person-centred, patient-led discussions and goal identification.
* Identify when concerns can be managed through signposting and self-help versus when escalation or onward referral is required.
* Recognise indicators of risk or deterioration and promptly escalate to appropriate clinicians or services in line with PCN and safeguarding procedures.
(Band 4 alignment: autonomous working within defined guidelines; no independent clinical diagnosis or treatment decisions)
Care Navigation and Pathway Coordination
* Navigate patients to appropriate mental health support pathways following telephone triage, including:
* Self-help and guided resources
* IAPT / NHS Talking Therapies
* Bereavement and loss support
* Community and voluntary sector mental health services
* Peer and self-help groups
* Crisis services (via agreed escalation routes)
* Appointments with PCN-based mental health practitioners
* Coordinate referrals, bookings, and follow-up actions, ensuring a smooth patient journey.
* Provide clear explanations to patients about next steps, timescales, and what to expect from services.
Person Specification
Qualifications
* GCSE Grade C or above in Maths and English, or equivalent qualification
* Level 3 in Health & Social Care or demonstrable experience in mental health, health, or social care
* Counselling qualification
* DIALOG certificate
Experience
* Experience of working with people with mental health needs
* Experience of Care Navigating/Signposting
* Experience of assisting Mental Health Professionals
* Experience of structured interviewing
* Experience of working with or caring for elderly people, friends or relations
* Experience of working in social care or health
Knowledge and Skills
* Demonstrate an appreciation of the health needs of the patient population within the Primary care network
* Knowledge of the geographical area within the Primary Care Network
* Communication skills, both written and verbal
* Empathy with a variety of patients needs and conditions
* Positive attitude to work, colleagues and patients
* Non-judgemental attitude to patients
* Tact and diplomacy
* Desire to help and put people first
* Ability to negotiate the best possible services for patients
* Time management
* Understanding of safeguarding principles
* Knowledge of local health and social care provision
* Knowledge of funding systems in social care
* Knowledge of SystmOne
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 to check for any previous criminal convictions.
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