NHS 111 Mental Health Option Call Operator

Sussex Partnership NHS Foundation Trust; Worthing; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Comprehensive induction

Ongoing supervision

Flexible working opportunities

Generous annual leave entitlement

NHS discounts and benefits

Job summary

Sussex Partnership NHS Foundation Trust is seeking NHS 111 Mental Health Option Call Operators in Worthing. This full-time and part-time role involves being the first point of contact for individuals experiencing mental health crises, providing needed support and guidance.

Operators work in a supportive team environment and require skills in communication, empathy, and IT. Flexible working options are available, with opportunities for professional development and training in a compassionate setting.

Qualifications

• Experience working with individuals experiencing mental health crises.
• Excellent communication skills to support callers effectively.
• Strong IT skills for using triage systems.

Responsibilities

• Answer calls and provide immediate support for mental health crises.
• Use triage tools to assess needs and escalate when necessary.
• Document interactions and maintain accurate records.

Skills

Experience working with people with mental health needs

Excellent communication and listening skills

Strong IT skills

Calm under pressure

Understanding of risk and safeguarding

Compassionate and person-centred approach

Job description

NHS 111 Mental Health Option Call Operator

Band 4 | Full Time & Part Time Opportunities

Worthing (Swandean)

24/7 Service | Flexible Working Available

Closing date: 21 June 2026

Be the first point of contact for people experiencing a mental health crisis and help ensure they receive the right support, at the right time.

We are recruiting NHS 111 Mental Health Option Call Operators to join our busy and supportive Sussex-wide mental health crisis line.

Working as part of a dedicated team of clinicians and call operators, you'll support people of all ages who need urgent mental health advice, support and signposting.

Why this role stands out

• Make a genuine difference during some of the most difficult moments in people's lives
• Join a supportive and experienced crisis service team
• Comprehensive induction and ongoing training programme
• Full supervision, mentoring and reflective practice support
• Fast-paced, varied and rewarding work
• Flexible full-time and part-time opportunities available
• Enhanced pay for evenings, weekends and night shifts

Who can apply

• Experience working with people with mental health needs
• Excellent communication and listening skills
• Strong IT skills and confidence using multiple systems
• The ability to remain calm and professional under pressure
• Good understanding of risk and safeguarding
• A compassionate and person-centred approach

Additional mental health training is desirable but not essential.

The role

As an NHS 111 Mental Health Option Call Operator, you'll be the first point of contact for people seeking urgent mental health support.

Using a specialist triage system alongside your existing skills and experience, you'll help assess need, provide support and ensure callers receive the most appropriate response.

• Answer calls from people experiencing mental health difficulties or crisis
• Use specialist triage tools to assess need and risk
• Escalate concerns to clinicians where appropriate
• Signpost callers to relevant services and support options
• Support callers with empathy, professionalism and compassion
• Work closely with clinicians and partner services across Sussex
• Maintain accurate records and documentation

No two days are the same, making this a rewarding role for people who enjoy variety and meaningful work.

About the service

The NHS 111 Mental Health Option is a Sussex-wide 24-hour mental health crisis line supporting children, young people and adults.

The service provides:

• Immediate access to mental health support
• Crisis assessment and triage
• Signposting and onward referrals
• Advice for individuals, carers, families and professionals

You will work alongside an experienced multidisciplinary team committed to delivering high-quality crisis care.

Working pattern

The service operates 24 hours a day, 7 days a week.

Shift patterns include a mixture of shifts.

What we offer

• Comprehensive induction and specialist training
• Ongoing supervision and development opportunities
• Group reflection and mentoring support
• Flexible working opportunities
• Generous annual leave entitlement
• Access to wellbeing services and staff support programmes
• NHS discounts and benefits
• A Trust rated 'Good' overall and 'Outstanding' for Caring by the CQC

Why join this team?

• Compassionate crisis support
• Professional development and learning
• Teamwork and collaboration
• High-quality mental health care
• Making a meaningful difference every day

If you're looking for a rewarding role where your communication skills and mental health experience can have a real impact, we'd love to hear from you.