NHS
Mental Health Call Handler
This job is now closed
Job Description
- Req#: B9816-510?language=en&page=419&sort=publicationDateDesc
- NVQ level 2 qualification or equivalent in health/social care/ admin related subject.
- GCSE or equivalent Maths/numeracy.
- GCSE or equivalent English/literacy.
- Standard keyboard skills.
- 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.
- 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.
- 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.
- 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.
- NVQ level 2 qualification or equivalent in health/social care/ admin related subject.
- GCSE or equivalent Maths/numeracy.
- GCSE or equivalent English/literacy.
- Standard keyboard skills.
- 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.
- 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.
- 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.
- 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.
Job summary
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 adult mental health service. The opportunity involves being a part of a developing and expanding team to improve the access to mental health services. The post is for a Mental Health Integrated Advice Officer, To work within the integrated advice team and maintain the Mental health Single Point of Access line. This will involve operating an electronic and telephone access point for both the general public, allied professionals and stake holders, as well as providing advice and support to some individuals.
Please note; the expected start date for this position is 03/11/2025
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 really mean it.
We like to work with forward-thinking people who want to make a difference.
Come and Join us !
Please note: Whilst we value all applications, if we believe an application to be AI generated, we will use a checking tool and may reject any application that has been automatically generated.
Should you require any assistance in completing this application due to a disability or other needs please contact navigo.recruitment@nhs.net
Details
Date posted
23 July 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year
Contract
Permanent
Working pattern
Full-time
Reference number
B9816-510
Job locations
Harrison House
Peaks Lane
Grimsby
DN32 9RP
Job descriptionJob description
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 escalate the call to the SPA clinician.
Provide data activity information required for performance management as and when requested.
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 escalate the call to the SPA clinician.
Provide data activity information required for performance management as and when requested.
Person SpecificationPerson Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Additional Requirements
Essential
Knowledge
Essential
Desirable
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Additional Requirements
Essential
Knowledge
Essential
Desirable
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.
Employer details
Employer name
Navigo Health and Social Care CIC
Address
Harrison House
Peaks Lane
Grimsby
DN32 9RP
Employer's website
https://navigocare.co.uk/ (Opens in a new tab)
Employer details
Employer name
Navigo Health and Social Care CIC
Address
Harrison House
Peaks Lane
Grimsby
DN32 9RP
Employer's website
https://navigocare.co.uk/ (Opens in a new tab)
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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