The Urgent Mental Health Helpline offers both an urgent referral management service and a public-facing telephone crisis line for adults (aged 18+) in Kent and Medway. It operates 24 hours a day, 365 days a year. It is the sole point of referral from professionals for urgent referrals relating to members of the public who are not currently receiving care or treatment from Kent and Medway Mental Health NHS Trust (excluding specialist services).
The crisis line provides advice, signposting and reassurance over the telephone, as well as offering a route of self-referral, for individuals who may be experiencing a mental health crisis and are not currently engaged with secondary mental health services. It is also available to family members or friends who may be concerned.
The service aims to provide a consistent 24/7 mental health crisis pathway which is accessible to self-referral as well as professional referrals, and to reduce the need for people in significant mental distress to attend an Emergency Department when in crisis and in the absence of a physical health concern.
Main duties of the job
The post holder will work within the Urgent Mental Health Helpline across a variety of roles within the team.
Job responsibilities
* Answer calls from the public and professionals
* Undertake telephone triage assessments
* Provide clinical guidance and leadership to Call Handler colleagues
* Coordinate shifts and manage staffing resources to meet service demand
* Provide supervision to staff members
* Take part and contribute to team meetings
* Lead team huddles
* Contribute to the design of the service through participation in Improvement Projects
Person Specification
* Professional Qualification in Mental Health Nursing or Occupational Therapy, including registration with the relevant regulatory body
* White Belt or Yellow Belt Lean Improvement Methodology
Experience
* Evidence of relevant continuing professional development
* Experience of working in a telephony-based service
* Experience of undertaking complex urgent or emergency assessments
Knowledge and Skills
* An understanding of the NHS and Social Care
* Up-to-date knowledge of relevant national and local guidance
* Good organisational and time management skills
* Excellent verbal, interpersonal and written communication skills
* Ability to work according to Trust Values at all times, especially in complex and challenging situations
* Clinical skills in undertaking robust mental health needs assessments, including risk and Mental State
* Ability to use IT systems effectively and in a timely way
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.
St Martins Hospital, Eastern and Coastal Area Offices
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