Associate Mental Health Call Advisor

5 months ago

Maidstone, United Kingdom NELFT NHS Foundation Trust Full time

The Associate Mental Health Call Advisor & Practitioner will work across the Service as directed to provide and support smooth transitions between teams and a high level of experience for the person in crisis.

The Associate Practitioner will demonstrate robust assessment, risk assessment and management skills and possess sound decision making skills for people in a mental health crisis and will formulate crisis safety plans under the guidance of registered clinicians.

They will demonstrate an understanding of a range of brief interventions and be able to provide robust physical health checks. They will be expected to work under mínimal supervision, with adherence to Trust procedures and policies, and to employ value based and socially inclusive practice.

Taking calls from patients and carers with all levels and complexities of MH needs

Triaging calls ensuring they are dealt with by the most appropriate professional

Provision of a high quality Mental Health Support line

Meeting the key performance indicators set for answering calls

Liaise with other professionals and agencies as appropriate to support the person in crisis

Probationary Period

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

COVID-19 Vaccination

We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
- Triage all calls coming through to the Hub. These calls can be from all London boroughs
- If patient has a physical health need that takes precedent over MH need then seek and document advice on whether to transfer back to NHS111 or, 999.
- Signposting callers to other Trust services where appropriate - referring patients and carers to appropriate downstream MH and support services
- Seek advice and support with regard to escalating concerns about an individual user:

- Seek and document advice from senior MHP in order to continue the call
- Be clear at which point to hand-off the call to a B6 MHP in order continue the call based on details already gathered
- To ensure that all callers are welcomed in a courteous manner
- To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all onward referrals are completed in a timely and accurate manner which may often involve dealing with difficult and distressed patients on the phone
- Complete PDS Spine match
- Search for existing patient record - if known
- Completing the online survey form for each call.
- maintain the call log system, summarising the content and outcome of the call
- Liaise with other mental health staff, for example, the call Care Coordinator.

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