Clinical Access Line Recovery Worker | Nottinghamshire Healthcare NHS Foundation Trust

Nottinghamshire Healthcare NHS Foundation Trust; Nottingham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A public healthcare organization is seeking Band 3 Recovery Support Workers to join the Clinical Access Line team, providing essential mental health support and triage. Ideal candidates should possess excellent communication skills and emotional resilience, with a commitment to supporting service users across Nottingham. The role involves engaging with urgent care processes and offers a chance to work dynamically within a dedicated team.

Qualifications

• Knowledgeable about different services and support available to service users.
• Engage with clinical and managerial supervision to develop knowledge and skills.
• Flexible and motivated to support all-age service users.

Responsibilities

• Take initial calls and direct service users to appropriate services.
• Provide advice and guidance through a triage process.
• Support those experiencing emotional distress and escalate concerns when needed.

Skills

Excellent communication skills

Emotional resilience

Ability to work in a fast-paced environment

Knowledge of community resources

Job description

Overview

An exciting opportunity has arisen for Band 3 Recovery Support Workers to join our team delivering the Clinical Access Line. The Clinical Access Line is a service that is central to the mental health crisis pathway with Nottingham and Nottinghamshire. Following the national introduction of the 111 Mental Health option 2 service in April 2024, NHS England required all trusts to have a 24/7 open access telephone line for urgent NHS mental health support, advice and triage through which people of all ages can access the NHS mental health pathway/further support if needed. You will be part of a team that consists of recovery workers, qualified clinicians and Clinical Leads.

Responsibilities

• Take initial calls, offer screening and direct service users to the most appropriate service to meet their needs.
• Provide advice and guidance through a triage process where the urgency of care required is assessed and signposted accordingly.
• Support those experiencing emotional distress using problem solving approaches to best meet service user’s needs.
• Work under the direct supervision of a clinician within the service; screen referrals using the UK Mental Health Triage Scale toolkit; escalate to clinical triage as indicated; signpost to other services including emergency services if necessary.
• Offer focused emotional support to meet service user’s immediate needs if indicated by triage.
• Provide a solution-focused response to callers utilizing knowledge of community resources and provide the right level of intervention for all callers.
• Escalate concerns when clinical risk is identified and take appropriate emergency action in line with policies and procedures to ensure a safe environment for patients, families and staff with supervision as necessary.

Requirements / Qualifications

• Knowledgeable about different services, options and support available to service users.
• Ability to engage with clinical and managerial supervision and continuously develop knowledge and skills.
• Emotionally resilient; able to work in a fast-paced telephony-based environment from an office base.
• Flexible, motivated and possesses excellent communication skills.
• Willingness to work within the Clinical Access Line and support all-age service users across Nottingham City and Nottinghamshire County.

Additional Information

• This post does not meet the pay level required for a Skilled Worker visa; Successful applicants with no NHS experience may be placed at the bottom of the band in line with Agenda for Change, and the Trust cannot sponsor for a Skilled Worker / Health & Care visa.
• Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship at the official government site.
• Applicants will be required to pay for their DBS check (£26.40 standard or £54.40 enhanced); costs are deducted from salary over the first 2 months. DBS Update Service enrollment is encouraged (£16 per year).
• This advert closes on Thursday 2 Oct 2025.

About the Employer

#TeamNottsHC comprises over 11,000 colleagues delivering mental health and community health services across Nottinghamshire, Leicestershire, Lincolnshire and South Yorkshire from over 200 sites including community locations, acute settings and prisons. We are one of the largest trusts in the East Midlands and host national/regional services such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health. We support a variety of employee-led networks and prioritise health, wellbeing and sustainability.