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Kent & Medway Mental Health Crisis Line Call Handler
3 months ago
We are Kent and Medway NHS and Social Care Partnership Trust (KMPT), providing mental health, learning disability and specialist services, serving 1.8 million people across the county.
TheKent & Medway Mental Health Crisis Line is expanding and it's an exciting time to join us.The service provides a mental health crisis line, offering urgent mental health help and support over the phone to members of the public who are not currently receiving care and treatment from KMPT services.
It also provides a referral management function for professionals.This is a critical role within the organisation as the first point of contact for those contacting secondary mental health care.
The Crisis Line operates 24/7 and staff are required to work across a full roster period including early, late and night shifts.
The primary team base is at Eastern and Coastal Area Offices on the St Martins Hospital site in Canterbury.
As a call handler within our service, you will be the first person that callers speak to when seeking support for their mental health so excellent communication and customer service skills are essential.
As a contact centre-based service, we utilise an online telephony system so applicants must be confident computer users. You will also be required to enter details into our clinical systems in a timely manner.
All staff receive a comprehensive induction when they join the service, supporting you to develop skills appropriate to your new role.
Come and work with us in the Garden of England where we combine exceptional professional development opportunities with a tremendous quality of life.
We are Kent and Medway NHS and Social Care Partnership Trust (KMPT), providing mental health, learning disability and specialist services, serving 1.8 million people across the county.
The Trust (ratedGoodoverall by the CQC andOutstandingfor care and effectiveness) has 3,283 staff working in 66 buildings across 33 locations, covering an area of 1,450 square miles.
You will be joining friendly, passionate colleagues, rich in their diversity, who are committed to providing excellent care to our service users and their loved ones.
The nature of our work attracts kindness and compassion as standard and everyone from our cleaners and porters to the chief executive and chairman are recognised as playing a vital role in providing an exemplary service.
Applicants will hold 5x GCSE passes or equivalent, to include Maths and English and have an interest in working in mental health services.
Main responsibilities of the role include:
- Answering telephone calls in an efficient, courteous, professional and non-judgemental manner.
- Acting as a point of contact for incoming referrals, communicating with all relevant personnel in the process.
- Demonstrating the skills to professionally communicate information to service users and carers regarding personal, biopsychosocial problems in an empathic and supportive way.
- Ensuring all callers receive the correct response by following the appropriate service procedures.
- Effectively managing callers' expectations whilst providing correct and accurate information at all times.
- Recording all data accurately and update the electronic patient record accordingly, ensuring consistency with Trust policy.
- Working as part of a team to provide the service 24 hours a day, 7 days a week which will involve working unsocial hours and public holidays.
- Identifying and developing skills, knowledge, information and accessing appropriate agreed training.
