Mental Health Call Handler

NHS; Grimsby; On-site; GBP 22,000 - 28,000; Full time

Job summary

A healthcare service provider in Grimsby seeks a contact point for mental health referrals. The role involves triaging cases, managing records, and ensuring accurate service delivery. Candidates must hold relevant qualifications, including NVQ Level 2 in health care and possess strong IT and communication skills. Aiming to maintain service continuity and facilitate effective patient care, this position requires teamwork and initiative. Flexibility in working hours due to the service operating 24/7 is expected.

Qualifications

• At least NVQ level 2 in health/social care or admin.
• Good level of IT knowledge including Excel and Access.
• Understanding of safeguarding and risk assessment.

Responsibilities

• Act as the first point of contact for clinical referrals.
• Screen referrals and direct to the appropriate service.
• Maintain patient records and manage clinical data.

Skills

Verbal communication skills

Written communication skills

IT skills including Word, Excel, Outlook & Access

Teamwork

Ability to use own initiative

Education

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

Certificate in counselling

Tools

System One

Microsoft Excel

Microsoft Access

Job description

Main duties of the job

To work within the 24/7 365 days per year single point of access for community social and health care services within North East Lincolnshire. To operate an electronic and telephone access point for both the general public and allied professionals and stakeholders.

To ensure that effective initial triage of mental health cases takes place under supervision and immediate risks and or concerns are forwarded to the correct clinician or service (for example Acute mental health crisis team or the mental health act professionals) for appropriate response.

To work on a shift rotation in order to ensure that the service is maintained 24/7.

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.

Ranked as one of the top UK companies to work for, we feature in the Best Companies top 100 large company list.

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're really mean it.

We like to work with forward‑thinking people who want to make a difference.

Come and Join us!

Job responsibilities

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

Establish the nature of the contact and, under supervision, identify the appropriate assistance required by the UK Mental Health Triage Scale.

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

Under supervision, screen all referrals against the screening tool, identifying any immediate emergency response, signposting to the right service immediately.

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

Under supervision help determine the most appropriate service for the patient by analysing the information given by patient/carer, using judgement, knowledge and questioning skills.

If appropriate, escape the call to the SPA clinician.

Provide data activity information required for performance management as and when requested.

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

Additional Criteria

• 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

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

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.