Job summary
Providing telephone support and advise to Children and Young people up to 18 years' old and their families/Carers calling 111 option two/Crisis line seeking urgent help for their mental health. The post holder will provide initial triage as well as information, support, signposting and advice about managing mental health. As a clinician within the 111 service, you will have clinical oversight of the risk assessments, respond to urgent need for assessment and provide clinical supervision to junior team members as well as completing the quality checks required and the data pulling for the national 111 reviews
You will provide compassionate and professional support to callers and will support and assist Children and Young People (CYP), families, and carers who support them, to cope more effectively with their mental health.
You will assist callers to manage their distress and challenges/difficulties which they might be struggling to deal with and identify immediate and non-immediate responses to 111/crisis line triage assessments. You will provide risk assessment to any caller who may require urgent assessment, or any call which the appropriate response is unclear. The post holder will be part of the RISE Children and Young People Urgent Care Mental Health 111 service.
Main duties of the job
o When a person calls 111/Crisis line, the post holder provide clinical risk and mental state triage and assessment.
o Provide emotional support, onward urgent referral, transfer to 999, when necessary, for callers who need emergency and urgent mental heath support in a crisis 12 hours a day, seven days a week.
o The post holder will be expert in de-escalating crisis and supporting CYP and family/carers in distress and an emotional state.
o To work in partnership with others to assess and identify the child's/Young person's needs, taking into account parenting capacity, environmental as well as the child's/ Young person's needs
o Complete urgent risk assessments as indicated following robust triage of the call in line with CWPT / RISE procedures and risk assessment policies.
o To Identify areas of need for CYP and their families and to assist their being able to access appropriate services for support.
o Provide advice and guidance on mental health problems.
o To act always in such a way as to promote and safeguard the wellbeing and interests of CYP and their families/carers in accordance with national occupation standard.
o Work without direct supervision to deliver triage of patients via the telephone.
o Ensure good documentation is provided and entered with the appropriate systems of record keeping.
o Attend regular supervision sessions with appointed clinical and management supervisor.
About us
At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.
We put 'people at our heart'; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.
* generous annual leave entitlement which increases during your time with us
* excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
* salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
* discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
* wellbeing support, including an in-house counselling service, external helpline and more
* staff networks and support group
We're always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.
Details
Date posted
23 February 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£38,682 to £46,580 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
MH
Job locations
Whitestone Clinic, Nuneaton
Nuneaton
CV11 4SG
Job description
Job responsibilities
When a person calls 111/Crisis line, the post holder provide clinical risk and mental state triage and assessment.
Provide emotional support, onward urgent referral, transfer to 999, when necessary, for callers who need emergency and urgent mental heath support in a crisis 12 hours a day, seven days a week.
The post holder will be expert in de-escalating crisis and supporting CYP and family/carers in distress and an emotional state.
To work in partnership with others to assess and identify the childs/Young persons needs, taking into account parenting capacity, environmental as well as the childs/ Young persons needs.
Using a range of interventions to empower patients carers and families to manage distress and crisis effectively.
Complete urgent risk assessments as indicated following robust triage of the call in line with CWPT / RISE procedures and risk assessment policies.
To Identify areas of need for CYP and their families and to assist their being able to access appropriate services for support.
Champion patients rights, including dignity, equality, diversity, choice, and respect.
Provide advice and guidance on mental health problems.
To act always in such a way as to promote and safeguard the wellbeing and interests of CYP and their families/carers in accordance with national occupation standard.
Work without direct supervision to deliver triage of patients via the telephone.
Ensure good documentation is provided and entered with the appropriate systems of record keeping.
Attend regular supervision sessions with appointed clinical and management supervisor.
Job description
Job responsibilities
When a person calls 111/Crisis line, the post holder provide clinical risk and mental state triage and assessment.
Provide emotional support, onward urgent referral, transfer to 999, when necessary, for callers who need emergency and urgent mental heath support in a crisis 12 hours a day, seven days a week.
The post holder will be expert in de-escalating crisis and supporting CYP and family/carers in distress and an emotional state.
To work in partnership with others to assess and identify the childs/Young persons needs, taking into account parenting capacity, environmental as well as the childs/ Young persons needs.
Using a range of interventions to empower patients carers and families to manage distress and crisis effectively.
Complete urgent risk assessments as indicated following robust triage of the call in line with CWPT / RISE procedures and risk assessment policies.
To Identify areas of need for CYP and their families and to assist their being able to access appropriate services for support.
Champion patients rights, including dignity, equality, diversity, choice, and respect.
Provide advice and guidance on mental health problems.
To act always in such a way as to promote and safeguard the wellbeing and interests of CYP and their families/carers in accordance with national occupation standard.
Work without direct supervision to deliver triage of patients via the telephone.
Ensure good documentation is provided and entered with the appropriate systems of record keeping.
Attend regular supervision sessions with appointed clinical and management supervisor.
Person Specification
Qualifications
Essential
* Relevant professional qualification, e.g., social worker, nurse Occupational therapist,
* Current registration with relevant professional body.
* Experience working with children and young people and families/carers
Knowledge
Essential
* Well developed skills in the ability to communicate effectively, orally and in writing, relating to complex, highly. technical and/or clinically sensitive information to clients and other professional colleagues both within and outside the NHS
* Appropriate understanding of confidentiality in a mental health context
* Comprehensive knowledge of medication used in anxiety and depression and other. common mental health problems
* Comprehensive knowledge of child protection issues and other relevant legislation
* Ability to demonstrate and apply understanding of safety issues.
Experience
Essential
* Experience of working with children and young people who are experiencing a mental health crisis.
* Comprehensive experience of completing risk assessment and safety planning with CYP
* Ability to meet agreed / specified service targets. Working in a manner consistent with the service needs
* Experience of providing supervision to junior team members
* Evidence of working in a service where agreed targets are in place, demonstrating clinical outcomes
* Experience of working with diverse communities and within a multicultural setting
Person Specification
Qualifications
Essential
* Relevant professional qualification, e.g., social worker, nurse Occupational therapist,
* Current registration with relevant professional body.
* Experience working with children and young people and families/carers
Knowledge
Essential
* Well developed skills in the ability to communicate effectively, orally and in writing, relating to complex, highly. technical and/or clinically sensitive information to clients and other professional colleagues both within and outside the NHS
* Appropriate understanding of confidentiality in a mental health context
* Comprehensive knowledge of medication used in anxiety and depression and other. common mental health problems
* Comprehensive knowledge of child protection issues and other relevant legislation
* Ability to demonstrate and apply understanding of safety issues.
Experience
Essential
* Experience of working with children and young people who are experiencing a mental health crisis.
* Comprehensive experience of completing risk assessment and safety planning with CYP
* Ability to meet agreed / specified service targets. Working in a manner consistent with the service needs
* Experience of providing supervision to junior team members
* Evidence of working in a service where agreed targets are in place, demonstrating clinical outcomes
* Experience of working with diverse communities and within a multicultural setting
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details
Employer name
Coventry and Warwickshire Partnership Trust
Address
Whitestone Clinic, Nuneaton
Nuneaton
CV11 4SG
Employer's website
(Opens in a new tab)
Employer details
Employer name
Coventry and Warwickshire Partnership Trust
Address
Whitestone Clinic, Nuneaton
Nuneaton
CV11 4SG
Employer's website
(Opens in a new tab)