MHSPA Telecoach - Unregistered (Bank)

West London; Greater London; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Structured induction

Training and development opportunities

Job summary

West London NHS Trust is seeking a Band 5 Telecoach to join the MH SPA and NHS 111 Mental Health Service in Ealing. The role involves frontline mental health triage and crisis support across phone, digital and face-to-face settings.

You will undertake assessments, deliver brief psychological interventions, support risk identification and ensure timely access to appropriate care across a 24/7 service with a full rota including days, nights, weekends and bank holidays.

Qualifications

• Qualified to degree level in a relevant subject (nursing, OT, Social Worker, Psychologist with BPS approved post graduate certificate, counselling, psychological therapy) or equivalent experience.
• Psychological Therapy qualification (or currently working towards).
• Masters level training in relevant Psychological or Mental Health area.
• Post-graduate training in relevant mental-health / psychological / recovery discipline.
• Qualified psychological therapist

Responsibilities

• Undertaking mental health triage and assessment of individuals presenting in crisis via telephone, digital and face to face contact.
• Completing psychosocial and risk assessments to support safe and effective decision making.
• Delivering brief psychologically informed interventions to support emotional regulation, de-escalation and distress tolerance.
• Formulating immediate support plans and contributing to crisis care planning.
• Signposting and referring individuals to the most appropriate internal and external support pathways.
• Escalating high-risk, deteriorating or complex presentations to senior clinicians appropriately.

Skills

Mental health crisis experience

Telephone triage

Assessment delivery

Risk assessment

NHS procedures

Psychologically informed interventions

Communication skills

Education

Degree in nursing/OT/SW/psychology

Psychological Therapy qualification

Masters level training

Post-graduate mental health training

Qualified psychological therapist

Tools

RiO patient record system

MS Office

Job description

Use the job search to find and apply for roles using keywords or look at the roles listed below.

Site St Bernards Town London Salary £36,943 - £44,900 per annum inclusive of 15% HCAS Salary period Yearly Closing 13/10/2026 23:59 Interview date 19/10/2026

West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.

We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.

Job overview

Are you an experienced mental health practitioner looking to develop your skills within a fast-paced and rewarding crisis service?

The Mental Health Single Point of Access (MH SPA) and NHS 111 Mental Health Service is seeking skilled and compassionate Band 5 Telecoach to join our growing team in Ealing

This opportunity is ideal for individuals with substantial experience working in mental health crisis, triage, assessment or psychologically informed support roles who are looking to further develop their practice within an innovative frontline service.

Working within a supportive multidisciplinary team, you will provide frontline mental health triage and crisis support across telephone, digital and face-to-face settings. You will undertake assessments, deliver psychologically informed interventions, support risk identification and contribute to ensuring individuals receive the right care, at the right time, in the right place.

This is a highly rewarding but emotionally demanding role requiring resilience, compassion, sound judgement and the ability to remain calm within high-pressure situations.

The service operates 24 hours a day, 7 days a week and post holders will be required to participate in a full rota including days, nights, weekends and bank holidays.

All new starters will undertake a structured induction programme and must be available to attend during standard weekday working hours. Annual leave is not ordinarily approved during the induction period

Main duties of the job

As a Band 5 Telecoach within the MH SPA and NHS 111 Mental Health Service, your responsibilities will include:

• Undertaking mental health triage and assessment of individuals presenting in crisis via telephone, digital and face to face contact
• Completing psychosocial and risk assessments to support safe and effective decision making
• Delivering brief psychologically informed interventions to support emotional regulation, de-escalation and distress tolerance
• Formulating immediate support plans and contributing to crisis care planning
• Signposting and referring individuals to the most appropriate internal and external support pathways
• Escalating high-risk, deteriorating or complex presentations to senior clinicians appropriately
• Liaising with professionals and partner agencies including police, ambulance services, GPs and mental health teams
• Maintaining accurate and defensible clinical documentation
• Supporting peers, new starters and junior colleagues within the team
• Participating in service improvement, audit and reflective practice activities

This role offers excellent development opportunities for practitioners seeking to strengthen their experience in crisis assessment, risk formulation and frontline mental health intervention.

Working for our organisation

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

The Trust is rated as ‘Good’ overallby the Care Quality Commission. Forensic services are rated as ‘Outstanding’.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust led the NW London Children and Adolescent Mental Health provider collaborative.

Detailed job description and main responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed

Person specification

Qualifications & Training

• Qualified to degree level in a relevant subject (nursing, OT, Social Worker, Psychologist with BPS approved post graduate certificate, counselling, psychological therapy) or equivalent experience
• Psychological Therapy qualification (or currently working towards).
• Significant demonstrable equivalent experience in specific area or practice.
• Masters level training in relevant Psychological or Mental Health area.
• Post-graduate training in relevant mental-health / psychological / recovery discipline.
• Qualified psychological therapist

Experience

• Demonstrable experience of work with people with moderate to severe mental health problems.
• Experience in psychological interventions – CBT or interpersonal therapy / dialectical behaviour therapy interventions or other evidence based approaches.
• Experience of NHS procedures and structures.
• Experience of multi‑agency working.
• Experience of working within and multi-disciplinary team.
• Experience delivering psychological therapies via telephone.
• Experience in applying specialist psychological therapies.
• Previous experience of working within a crisis team.

Knowledge & Skills

• Knowledge of legislation related to mental health and social care e.g. Mental Health Act, Mental Capacity Act, Care Act, Care Programme Approach etc.
• Knowledge and skill in assessment, formulation of need and evaluation of presenting problems
• Competency in delivering clinical skills i.e. assessment, therapeutic interventions and management of mental health
• Ability to work independently, reliably and consistently with work agreed and managed at regular intervals.
• Ability to work under pressure and manage distressing and challenging situations
• Ability to challenge existing practice and promote continuous quality improvement
• Influencing and negotiating skills as well as adept at conflict resolution
• Presenting skills and IT literate – specifically in the MS office suite of programmes.
• High level communication skills (written and verbal) including an ability to communicate and work in settings in which the atmosphere may be highly emotive.
• Ability to communicate sensitive information to service users, cares and colleagues in a way that addresses psychological resistance.
• Ability to feedback and discuss cases within the multi-disciplinary team.
• Ability to interact sensitively with people with mental health problems.
• Excellent documentation of duties performed.
• Confidence to work autonomously.
• Ability to communicate information on formulation, risk and intervention to staff from other disciplines.
• Knowledge of RiO patient record system.
• Previous experience of assessing people who present in an acute mental health crisis.

Personal Qualities

• Good range of problem solving skills.
• Good range of information gathering skills.
• Ability to assess and manage risks.
• Ability to accept and use supervision appropriately and effectively.
• An understanding of the needs and difficulties of people with learning disability, problems or other disabilities.
• An ability to sustain empathy and personal engagement with individuals experiencing mental health problems or challenging behaviour.
• Willingness to embrace integrated model and new ways of working.
• Driven, reliable and methodical

Other Requirement

• Ability to work as part of a multi-disciplinary team providing a service to clients 24 hours a day, 7 days a week may include some on-call work.
• Fit and able to undertake patient facing work as and when required.
• Possession of a valid UK driving license.

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

We reserve the right to close adverts prior to the closing date stated should we receive a high volume of applications.

By applying for this post you are agreeing to West London NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, you will be required to undergo a pre-employment checks which can take between 4-8 weeks . After which your information will also be transferred into the national NHS Electronic Staff Records system (ESR ).

Please ensure you include email addresses for your referees which MUST be at supervisory or managerial capacity covering the last 3 years of employment to date to avoid delay in the recruitment process.

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

We encourage the thoughtful use of technology as a demonstration of strong time management and a commitment to innovation. However, we encourage applicants to personalise your recruitment application to showcase your unique skills and experiences.

While AI-generated content can be a helpful tool, relying solely on generic responses instead of highlighting your own strengths and achievements may impact the success of your application. The success of an application will always be assessed against the essential and desirable criteria for the role, so it is important to ensure that your application and any supporting information clearly demonstrate how you meet these requirements.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Name Sumeeth Sheoraj Job title Interim Team Manager Email address [e-mail] Telephone number 08003284444

If you have problems applying, contact

Address Human Resources – Trust Headquarters
West London NHS Trust
1 Armstrong Way - Southall
UB2 4SA
Telephone Mob: [phone]

At West London NHS Trust, we want you to support you to build a career you can be proud of and this starts before your first day with us. Our people live our values every day as they deliver, manage and work to improve our services to patients, carers, families and other professionals.

We’re committed to making our recruitment process clear and efficient. It’s in everyone’s interest that we get the very best people on board as soon as we can.