Support Worker 24 Hour Helpline

5 months ago

Oldham, United Kingdom Pennine Care NHS Foundation Trust Full time

The Pennine Care 24/7 Mental Health helpline is a telephone service aimed at providing service users and carer's of all ages with immediate support and advice over the phone

The helpline aims to make it quicker and easier for service users and carer's to get the right support and advice they need for their mental health by
- Listening and help callers work through immediate problems
- Advising callers on how to access therapeutic and clinical support from their current care team following their care plan
- Providing information about other services and resources including self-help materials and web based support that may be helpful
- Signposting callers to other services or resources

We are now looking for support workers who are experienced in working with clients who require mental health support to join the team. The role of the support worker is to receive calls and be able to provide support or assistance via ‘phone support, advice and sign post service users to the most appropriate service under the supevision of a registered mental health pracitioner

These new roles also offer staff working patterns across a 24 hour 7 day operating model including day and nights shifts.

This is an exciting opportunity to be part of a new and developing service

The helpline aims to make it quicker and easier for service users and carer's to get the right support and advice they need for their mental health by:

- Listening and help callers work through immediate problems
- Advising callers on how to access therapeutic and clinical support from their current care team following their care plan
- Providing information about other services and resources including self-help materials and web based support that may be helpful
- Signposting callers to other services or resources

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.

The Pennine Care NHS Foundation Trust 24/7 helpline is a new service initially set
up for existing service users and carers of all ages who are experiencing increased
distress or anxiety during the ongoing Covid-19 pandemic.
Whilst the service is currently targeted at existing service users and their carers the
team also provides advice and support to callers who are not known to services
including taking referrals from the Greater Manchester Clinical assessment Service.
The helpline aims to make it quicker and easier for service users and carers to get
the right support and advice they need for their mental health by:

- Listening and help callers work through immediate problems
- Advising callers on how to access therapeutic and clinical support from

their current care team following their care plan
- Providing information about other services and resources including selfhelp materials and web based support that may be helpful
- Signposting callers to other services or resources

The role of the Mental Health Support Worker is to receive calls and be able to
provide immediate support or assistance via ‘phone support, advice and sign post
service users to the most appropriate service. The support worker will have access
to known service user’s electronic clinical record and will ensure liaison with the
service users’ existing services the following day via clearly defined routes.
The service operates 24hrs per day 7 days a week and the support workers will need
to work within a 24 hour shift pattern.
AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3
Main

**Responsibilities**:

- Under the supervision of a registered practitioner you will be answering

calls from callers who may be open, or previously known to PCNFT or a
member of the public & signpost the calls to most appropriate service, as
identified by their clinical need.
- To be able to deescalate calls which maybe aggressive & threatening in

manner or emotive in content.
- To be able to remain calm, focused & professional when under pressure,

whilst listening to potentially a very distressed caller.
- To ensure effective written & verbal communication between the caller,

their carers & or other professionals.
- To have wide understanding of mental illness, & how this may impact on

the caller.
- To have wide understanding of how to access services, within our

organisation or external agencies.
- To understand the importance of, and maintain the need for confidentiality

in all contacts by patients, relatives, carers and members of the public.
- To liaise with wider MDT of the caller, & or partner agencies as

appropriate.
- To be able to take direction fr

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