Overview
Mental Health NHS 111 Press 2" (NHS111 MH) is a nationally mandated programme overseen by NHS England. Locally, this is being delivered via the South London Partnership collaboration (SLP - Oxleas, South West London and St Georges and SLaM) with SLaM as the lead provider on behalf of the SLP. The South London model will be co-ordinated through a single hub which will receive calls and triage appropriately. The hub will provide a 24/7, all-age service for people who need advice and support with a mental health need. The hub will be able to refer directly into secondary care services for those who need an urgent assessment e.g. Local Crisis Resolution & Home Treatment Teams. The numerous benefits of NHS 111MH includes, fewer 999 (immediate suicide risk) calls to the ambulance dispatch queue, a reduction in A&E attendances for those that are seeking help with a mental health need, fewer referrals to primary care and a large proportion of calls now able to be triaged and managed over the telephone, saving time for patients and staff. As well as the new 111 press 2 service we have the opportunity to serve a pilot initiative as part of this hub, this is a joint NHS and Metropolitan Police Service pilot looking at alternatives to the use of Section 136 across London.
Responsibilities
* Answer all calls received in a professional manner, screen and prioritise these calls appropriately.
* Demonstrate good risk assessment and management skills, ensuring that decisions made regarding calls are in the best interest of service users' needs and safety. This may include transferring calls to appropriate specialist skill sets, e.g. CAMHS.
* Respond to calls within the time limits set out in the service's operational policy.
* Undertake clinical triaging of calls to the service deciding on the correct pathway for the call.
* Refer/signpost callers to the appropriate downstream services, including non-statutory, third sector services.
* Maintain a good public image of the Trust and the service by dealing with calls in a professional manner.
* Be aware of appropriate referral and escalation procedures in relation to difficult calls, and utilise appropriate frameworks such as Trusted Assessment.
* Maintain clear and effective liaison and communication with other services.
* Be responsible for the maintenance of accurate and comprehensive patient records.
* Participate in clinical supervision in relation to the role.
* To supervise junior staff and support team development.
* To be aware of the individual needs of other team members, giving support and guidance as necessary.
* To participate in orientation and induction of new staff.
* To deputise for the service manager and ensure that there are no issues around team performance in their absence.
* To provide supervision and annual appraisals to individuals and give constructive and regular feedback to reflect on their work, objectives and progress.
* Participate constructive in own supervision and annual appraisal process.
* To take charge of the shift as required and supervise the work of others.
* To assist in completing Quality Audit documentation and all other audits relevant to the service as required.
* To reflect on everyday practice and identify areas where improvements in safety or quality can be made.
* To participate in ongoing monitoring and evaluation of the service, ensuring that all required data is collected.
* To monitor and report serious incidents and near misses so appropriate action can be taken.
* To undertake any other duties as identified by the Line Manager.
Benefits
* Generous pay, pensions and annual leave.
* Work life balance and supportive of a range of flexible working options.
* Career development, opportunities to progress through mentoring, coaching, positive people management, collective leadership and other talent programmes.
* Car lease; staff benefits from competitive deals to lease cars.
* Accommodation; staff benefits from keyworker housing available on selected sites.
* NHS discounts, with discounts up to 10% from a variety of well-known retail brands through Health Service Discounts website.
* Counselling services.
* Wellbeing events.
* Long service awards.
* Cycle to work scheme.
* Season ticket loan.
* Staff restaurants.
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