Care Navigator

NHS Jobs; Grimsby; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Navigo is seeking a Band 3 Care Navigator for the 24/7 Community Adult Acute Service in Grimsby. You will welcome service users, carers and professionals and direct them to the right support, working with Crisis, Home Treatment and Hospital Liaison teams.

The role involves handling referrals, signposting, and contributing to safe service flow while maintaining confidentiality and information governance.

Qualifications

• Experience of working with people experiencing mental health difficulties.
• Experience in customer-facing reception/administration.
• Ability to gather, record and maintain accurate information.
• Familiarity with IT systems and MS Office.
• Understanding of safeguarding and information governance.
• Willingness to work 24/7 rota and in a multidisciplinary team.

Responsibilities

• Be the first point of contact for referrals and inquiries.
• Gather and record accurate information and update electronic records.
• Direct referrals to appropriate teams using approved pathways.
• Provide non-clinical information and signposting to users.
• Escalate safeguarding, risk or deterioration promptly.
• Support 24/7 service operations and cross-cover duties.
• Assist with reception duties and maintain waiting area.
• Coordinate handovers and communications with clinicians.

Skills

Mental health support

Reception experience

IT systems familiarity

Team collaboration

Education

GCSE English & Maths

NVQ 3 in Health and Social Care

Care Certificate

IT qualification Level 3

Tools

Microsoft Office

Electronic records systems

Job description

This is an exciting time to join Navigo as a Band 3Care Navigator within our 24/7 Community Adult Acute Service. You will be oneof the first people service users, carers and professionals speak to, helpingpeople feel welcomed, heard and directed to the right support. This is avaried, fast-paced role at the heart of our services, working alongside Crisis,Home Treatment and Hospital Liaison colleagues.

Please note the earliest start date for this position is 7th December 2026.

Main duties of the job

As a CareNavigator, you will provide a welcoming, responsive and compassionate firstpoint of contact for people accessing mental health services through HarrisonHouse and the Single Point of Access. You will respond to telephone andface-to-face enquiries, gather and record accurate information, processreferrals, provide appropriate non-clinical information and signposting, andensure people are directed to the most appropriate service or professional.

Youwill work closely with clinicians and partner agencies, support the saferunning of the waiting area, recognise and escalate concerns relating to risk,safeguarding or deterioration, and contribute to effective handovers andservice coordination. The role forms part of a 24/7 rota and may includesupport to Crisis, Home Treatment and Hospital Liaison services.

About us

Hello!

Weare Navigo. We look after North East Lincolnshire's mental health andwell-being, an award-winning social enterprise that provides mental healthservices to the NHS and beyond.

Thewhole basis of our work is to deliver services that we would be happy for ourown family to use.

Weoffer a range of mental health services, including acute and communityfacilities as well as specialist support such as outstanding older adultsinpatient services, rehabilitation and recovery community mental health and anoutstanding specialist eating disorder facility.

Rankedas one of the top UK companies to work for, we feature in the Best Companiestop 100 large company list.

Asa social enterprise, we do things a little bit differently and have alsodeveloped income-generating commercially viable businesses that providetraining, education and employment opportunities including Grimsby GardenCentre.

Workingat Navigo is not like working anywhere else. Lots of places say that, but wereally mean it.

Welike to work with forward-thinking people who want to make a difference.

Comeand Join us !

Pleasenote: Whilst we value all applications, if we believe an application to be AIgenerated, we will use a checking tool and may reject any application that hasbeen automatically generated.

Shouldyou require any assistance in completing this application due to a disabilityor other needs please contact [e-mail]

Job responsibilities

Act as afirst point of contact for people accessing services through the Single Pointof Access and Harrison House Mental Health Hub, responding to telephone andface-to-face enquiries in a welcoming, professional and compassionate manner.

Gather,record and communicate accurate information, maintaining clear and timelyelectronic records in line with service and information governancerequirements.

Processreferrals and direct enquiries to the appropriate team or service using agreedpathways and procedures.

Providenon-clinical information, advice and signposting to service users, carers andprofessionals within the boundaries of the role.

Respondsensitively to people who may be distressed, anxious or vulnerable, seekingclinical advice and support when required.

Recogniseand promptly escalate concerns relating to risk, safeguarding, vulnerability,deterioration or emergency situations in line with procedures.

Supportindividuals to access appropriate services, resources and support networks,including community and third-sector services.

Supportreception duties, including welcoming visitors, managing the waiting area andhelping to maintain a safe and supportive environment.

Workclosely with clinicians and other colleagues to support timely access to careand the effective flow of people through the service.

Contributeto handovers, service coordination and multidisciplinary communication,ensuring relevant information is shared promptly and appropriately.

Support thesafe and efficient operation of the 24-hour, seven-day service, includingcross-cover to Crisis, Home Treatment, Hospital Liaison and other directorateservices when required.

Undertakeadministrative duties associated with referrals, waiting lists, records andservice activity, ensuring documentation is completed accurately and on time.

Maintainconfidentiality and comply with safeguarding, information governance, dataprotection, risk management and emergency response procedures.

Participatein supervision, team meetings, mandatory training and personal developmentactivities, maintaining the knowledge and skills required for the role.

Work flexibly as part of a multidisciplinary team, prioritising workloadeffectively within a busy and fast-paced environment and contributing to apositive service-user experience.

Person Specification

Experience

• Experience of working with people experiencing mental health difficulties, emotional distress or vulnerability.
• Experience of supporting vulnerable adults, service users or patients.
• Experience of communicating sensitively and professionally with people who may be distressed, anxious or upset.
• Experience of working in a customer-facing, reception, administrative, call-handling, health or social care environment.
• Experience of gathering, recording and communicating accurate information and maintaining clear records.
• Experience of using IT systems, including electronic records/databases and Microsoft Office applications.
• Experience of recognising concerns, working within role boundaries and escalating appropriately to more senior or clinical staff.
• Experience of prioritising workload and working effectively within a busy, fast-paced environment.
• Experience of working both independently within defined responsibilities and collaboratively as part of a team.

Additional Criteria

• Ability to contribute to a 24/7 staffing rota
• Ability and willingness to contribute to Crisis Home Treatment Team and Hospital Liaison Team

Knowledge

• Knowledge of safeguarding principles and procedures relating to adults and children.
• Understanding of confidentiality, information governance and data protection requirements.
• Knowledge of common mental health conditions and the impact they may have on individuals, carers and families.
• Knowledge of equality, diversity and inclusion principles.
• Understanding of risk awareness, including the importance of recognising concerns and escalating these promptly to an appropriate clinician.
• Understanding of recovery-focused and person-centred approaches to care.
• Understanding of the roles of health, social care, community and voluntary-sector services in supporting mental health and wellbeing.
• Understanding of professional boundaries and when to seek advice or support from a clinician.

Qualifications

• GCSE Grade C/4 or above in English and Mathematics, or equivalent qualifications.
• NVQ Level 3 in Health and Social Care, Business Administration, Customer Service or an equivalent qualification/level of relevant experience.
• Care Certificate, or willingness to complete this within an agreed timeframe following appointment.
• IT/computing qualification at Level 3 or above

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.

£25,760 to £27,476 a yearPay dependant on experience