111 First Crisis Hub Practitioner

Integrated Care System; Croydon; On-site; GBP 42,000 - 51,000; Full time

Job summary

A healthcare provider in Croydon is seeking a First Crisis Hub Practitioner to deliver mental health support through a 24/7 service. The ideal candidate will manage calls, supervise staff, and maintain patient records. NMC Registration and experience in mental health are essential. This role offers a competitive salary ranging from £42,939 to £50,697.

Benefits

Generous pay and pensions

Work-life balance

NHS discounts

Qualifications

• NMC Registration as RMN or similar.
• Experience in acute or community mental health settings.
• Ability to implement systems for clinical excellence.

Responsibilities

• Answer calls professionally and triage appropriately.
• Supervise junior staff and participate in clinical supervision.
• Ensure the maintenance of accurate patient records.

Skills

Risk assessment and management

Clinical triaging

Customer service

Education

NMC Registration as RMN

Mentorship qualification or equivalent

Evidence of post registration training

Job description

Go back South London and Maudsley NHS Foundation Trust

111 First Crisis Hub Practitioner

The closing date is 12 August 2025

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

Main duties of the job

Clinical

Answer all calls received in a professional manner, screen and prioritise these calls appropriately.Demonstrate good risk assessment and management skills, ensuring that the 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.To be responsible for the maintenance of accurate and comprehensive patient records.Participate in clinical supervision in relation to the role.To supervise junior staff.

About us

We are committed to ensuring our staff get the most out of their benefits package and understand the importance of a healthy work life balance. There is an extensive range of excellent benefits for you and your family. We want you to feel like you are part of a close knit team at SLaM. It's important to us that you valued and appreciated therefore have a comprehensive benefits package on offerSome of our amazing benefits are highlighted here:- Generous pay, pensions and annual leave.- Work life balance and supportive of a range of flexible working options- Career development, There are plenty of opportunities to progress your career and we support your development through a number of programmes such as mentoring, coaching, positive people management, collective leadership and other talent programmes- Car lease, our staff benefits from competitive deals to lease cars- Accommodation, our staff benefits from keyworker housing available which is available on selected sites- NHS discounts, with discounts up to 10% from a variety of well-known retail brands though Health Service Discounts website.Other benefits include:o Counselling serviceso Wellbeing eventso Long service awardso Cycle to work schemeo Season ticket loano Staff restaurants

Job responsibilities

Managerial

• 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 giving constructive and regular feedback which help those individuals to reflect on their work, understand their objectives and monitor their progress.
• Participate constructively 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 an on-going monitoring and evaluation of the service, ensuring that all the 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.

Person Specification

Qualifications

• NMC Registration as RMN, or current registration with relevant professional body
• Mentorship qualification or equivalent
• Evidence of post registration training

Experience

• Previous experience as a clinician in an acute or community mental health setting.
• Evidence of continuing professional development
• Ability and experience in dealing with developing and implementing systems that support clinical excellence
• Experience of providing good customer service

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.

South London and Maudsley NHS Foundation Trust

£42,939 to £50,697 a yearper annum inclusive of HCAS