Due to colleague development, this exciting opportunity to join the Harrison House Access Team as a Meet & Greet Associate has arisen. This is the perfect opportunity for a caring, compassionate and patient individual to directly support individuals presenting to Harrison House, where the Mental Health Access Services are based.
Main duties of the job
Based within Harrison House reception and cafe, this role will greet individuals who present to Harrison House, offering a kind and caring approach. This will lead onto collecting individuals details such as name, address, date of birth and reason for presenting to Harrison House, passing this onto the Access Team to support them to prioritise and respond to individuals who may present with a mental health crisis. The post-holder will also use their experience of mental health and social care to provide emotional and practical advice and support, liaising with other teams and professionals to ensure that individuals receive the appropriate support and information. A key part of this role is using and maintaining various electronic records to reflect the support and information gathered and provided.
About us
Hello!
We are Navigo. We look after North East Lincolnshire's mental health and well‑being, 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.
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.
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 and join us!
We value all applications, but if we believe an application to be AI generated, we will use a checking tool and may reject any application that has been automatically generated.
Should you require any assistance in completing this application due to a disability or other needs please contact navigo.recruitment@nhs.net
Job responsibilities
* Meeting and greeting individuals presenting to Harrison House
* Gathering information from individuals presenting to Harrison House in a manner that is sensitive and upholds the principles of confidentiality
* Sharing information with the appropriate Navigo colleagues in a manner that is respectful, sensitive, secure and in accordance with confidentiality principles
* Communicate respectfully and appropriately with stakeholders verbally, in writing and through other communication methods such as email
* Undertaking administration duties, including completion of checklists, filing, room bookings, maintaining spreadsheets/databases, testing equipment, safety/security checks, maintaining logs and other records as required
* Implementing prevention and de‑escalation strategies in accordance with Respect training as provided by the organisation
* Providing emotional support and reassurance to individuals presenting at Harrison House in a manner that is sensitive and supportive, whilst also respectfully maintaining professional boundaries
* Ensuring the upkeep of the Harrison House site, including general housekeeping and reporting maintenance issues
* Complete and maintain own mandatory training and convert this into practice
* Update individual's patient records in accordance with guidelines, legislation and scope of the job role
* Ensure that visitors are processed correctly, including checking ID, signing‑in, issuing badges and ensuring that they are escorted when in staff‑only areas where necessary
* Ensure that a suitable staff member is always present at the reception
* Maintain secure access to the staff‑only areas
* Test and log equipment checks, including fire safety equipment, blicks (personal alarms), first aid equipment, etc.
* Check and restock supplies, including stationery and supplies within the onsite amenities, such as the reception, cafe and toilet areas
* Uphold high standards of health, safety and security through effective checks, reporting or otherwise remedying issues, implementing own training, adherence to policies and upholding high personal standards of housekeeping
* Receive bi‑monthly supervision and attend team meetings
* Support in covering periods of absence on Harrison House reception
* Provide information and support to individuals presenting to Harrison House from the resources available, whilst ensuring that this does not impede or manifest in assured or clinical/social advice
* Signpost individuals to appropriate teams in relation to available social interventions
* Ensure that individuals at Harrison House are offered refreshments, and process payments for chargeable food/drink items
* Ensure that the Harrison House reception telephone is answered within acceptable timeframes
* Connect individuals with Navigo and external services, including providing leaflets, contact details, etc. On occasion, it may be necessary to do this on behalf of the individual with their consent if they are not able to do this themselves or if directed to do so from a senior person
* Be adaptive in communication, ensuring that adjustments are made in respect of individuals experiencing a physical, cognitive, learning or other disadvantage in this respect. For example, using flash cards, hearing loops, sensitively offering mobility support, non‑complex language, slow rate of speech, etc.
* Uphold the highest standards of professionalism pertaining to values, attitude, conduct and language, and report any reported/observed shortcomings by anybody in respect of this
* Contribute to facilitating the Safe Space service or equivalent
* Support with the processing and supporting of Section 136 (MHA 1983) admissions
* Manage competing priorities, and seek support where appropriate
* Provide and role model excellent standards of patient care
* Report any concerns pertaining to patient care and safeguarding
* Comply with training, policies and legislation, with particular attention drawn to:
o Health & Safety at Work Act 1974
o Security
o Restrictive interventions
o Staff Code and Accountability
o First Aid
o Legal frameworks such as the Mental Health Act 1985, Mental Capacity Act 2005, Care Act 2014 and Equality Act 2010
* Any other reasonable duty in connection with the work of the Team and as required by the organisation.
Person Specification
Knowledge
* Can evidence knowledge of confidentiality legislation and frameworks
* Can evidence knowledge of services and frameworks available to meet individuals social needs
Qualifications
* GCSE grade C or equivalent in English
* GCSE grade C or equivalent in IT or other computing/typing subject
* Care certificate or willing to work towards this within 3 years
* NVQ level 2 in administration or equivalent
* Relevant NVQ level 2 in health and/or social care
Experience
* At least 2 years work or voluntary experience working in a health care setting
* At least 1 year work or voluntary experience working with individuals with a mental health diagnosis
* Can evidence experience of using adaptive communication strategies, both verbal and non‑verbal
* 1 year experience working with challenging behaviours
* 2 years experience working with individuals experiencing a perceived mental health crisis
Additional Criteria
* Can evidence ability to work autonomously and as part of a team
* Can evidence ability to uphold professional standards in relation to conduct, language and attitude
* Can evidence effective interpersonal skills, including verbal and non‑verbal communication
* Can evidence ability to work effectively in a non‑judgemental manner with a diverse client base, including those with dual diagnosis, complex emotional needs and those presenting with challenging behaviours
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.
Business, People and Performance Manager
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