Mental Health Call Handler

NHS; Grimsby; On-site; GBP 25,000 - 30,000; Full time

Job summary

A healthcare provider in Grimsby is seeking a Mental Health Integrated Advice Officer. Your role will involve being the first point of contact for all clinical referrals, managing the access point for mental health services, and supporting individuals in need. The ideal candidate will have NVQ qualifications in health or social care and at least two years of relevant experience. This position operates on a shift basis to cover 24/7 services.

Qualifications

• Minimum of 2 years experience in a health or social care environment.
• Experience dealing with queries in various formats (face to face, electronic, telephone).
• Ability to use IT applications for admin related work.

Responsibilities

• Be the first point of contact for all clinical referrals.
• Establish the nature of the contact and identify the appropriate assistance.
• Manage referrals including checking details and demographics.

Skills

Effective verbal and written communication skills

Team worker and able to use own initiative

Ability to maintain accurate and legible records

Education

NVQ level 2 qualification in health/social care/admin

GCSE English/literacy

GCSE Maths/numeracy

NVQ Level 5 in Customer Care or Mental Health qualification

Tools

Microsoft Excel

Microsoft Access

System One

Job description

11.5 hours shifts, days and nights over 7 days.Average of 37.5hrs per week over 4 weeks.

An exciting opportunity has arisen within our adultmental health service. The opportunity involves being a part of a developingand expanding team to improve the access to mental health services. The post isfor a Mental Health Integrated Advice Officer, To work within the integratedadvice team and maintain the Mental health Single Point of Access line. Thiswill involve operating an electronic and telephone access point for both thegeneral public, allied professionals and stake holders, as well as providingadvice and support to some individuals.

Please note; the expected start date for this position is not before 03/11/2025. This role does not meet sponsorship requirements

Main duties of the job

To workwithin the 24/7 365 days per year single point of access for community socialand health care services within North East Lincolnshire. To operate anelectronic and telephone access point for both the general public and alliedprofessionals and stakeholders.

To ensurethat effective initial triage of mental health cases takes place undersupervision and immediate risks and or concerns are forwarded to the correctclinician or service (for example Acute mental health crisis team or the mentalhealth act professionals) for appropriate response.

Towork on a shift rotation in order to ensure that the service is maintained24/7.

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

To be thefirst point of contact for all clinical referrals and follow ups into theservice via telephone, email, letter or other electronic systems.

Establish thenature of the contact and, under supervision, identify the appropriateassistance required by the UK Mental Health Triage Scale.

Manage thereferral by searching clinical records, checking details and demographics,amending and updating when required.

Undersupervision, screen all referrals against the screening tool, identifying anyimmediate emergency response, signposting to the right service immediately.

To becompetent in the use of System One, where patient details are recorded.

Undersupervision help determine the most appropriate service for the patient byanalysing the information given by patient/carer, using judgement, knowledgeand questioning skills.

Ifappropriate escalate the call to the SPA clinician.

Providedata activity information required for performance management as and whenrequested.

Person Specification

Qualifications

• NVQ level 2 qualification or equivalent in health/social care/ admin related subject.
• GCSE or equivalent Maths/numeracy.
• GCSE or equivalent English/literacy.
• NVQ Level 5 in Customer Care or Health and Social Care or equivalent. Mental health qualification.
• Level 2 City & Guilds Microsoft Excel or Access or IBTII.
• Advanced CLAIT or ECDL European Computer Driving License qualification.
• Certificate in counselling.

Experience

• Minimum of 2 years experience within either a health or social care environment, preferably within mental health.
• Minimum of 2 years experience of working with IT applications and admin related work.
• Experience of dealing/resolving queries and referrals received in a variety of formats (face to face, electronic, telephone).
• Experience of dealing/resolving complaints.
• Mental health experience.

Additional Requirements

• Ability to maintain accurate and legible records.
• Team worker and able to use own initiative.
• Effective verbal and written communication skills.
• Ability to receive complex and varied information and to determine the correct course of action.
• Excellent IT skills including Word, Excel, Outlook & Access.

Knowledge

• Understanding of professional reflection and the importance of appraisals and supervision.
• Making decisions but knowing when to consult.
• Customer Care knowledge.
• Understanding the nature of assessment and risk assessment and its relevance to the Service User.
• Understanding of Safeguarding Adults and Children.
• Awareness of Community Care Legislation.
• Knowledge and understanding of the regulations relating to Health & Social Care.

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