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Crisis Support Specialist

3 months ago

Sidcup, Greater London, United Kingdom Oxleas NHS Foundation Trust Full time

Job Overview

Crisis Support Specialist, Band 6 Permanent, Full Time - hours per week

The Oxleas Crisis Support service operates a 24/7 helpline for individuals in the Bexley, Bromley, and Greenwich areas facing mental health challenges. This service serves as the initial contact point for callers, where each call is assessed and prioritized to ensure the most suitable crisis intervention is provided. This may involve follow-up calls, guidance, information, support, and referrals to community services, including voluntary organizations, as well as in-person evaluations to determine immediate risks and needs for further treatment options.

The role also encompasses follow-up communications within 72 hours for individuals who have recently transitioned from mental health inpatient care, as part of a national quality improvement initiative.

We seek innovative professionals eager to enhance services, possessing exceptional skills in telephone evaluations and crisis management to assist and guide callers, exploring alternatives to emergency department visits.

Our team is small yet supportive, offering robust supervision and support systems for our staff. Comprehensive training and orientation will be provided to successful candidates.

Key Responsibilities

The primary functions of the service include:

- Triage all incoming calls from various sources, including emergency services and community members experiencing a mental health crisis.

- Manage requests for Home Treatment Team interventions, overseeing admissions across the organization from both internal and external personnel.

- Collaborate with team members and senior staff to make swift decisions regarding appropriate follow-up care, such as face-to-face assessments or additional appointments, and provide guidance to GPs or community organizations.

- Deliver crisis interventions via phone or in-person, including comprehensive assessments.

The responsibilities of the post-holder include:

  • Answering and triaging all calls received through the Crisis Hub
  • Redirecting calls to the appropriate services
  • Providing guidance to callers
  • Creating and managing records accurately
  • Offering follow-up calls
  • Discussing cases with Home Treatment Team colleagues and senior staff
  • Coordinating shifts
  • Supervising junior staff members
  • Conducting follow-up communications within 72 hours
  • Building and maintaining collaborative relationships with Oxleas teams and external stakeholders.

About Oxleas NHS Foundation Trust

Oxleas provides a comprehensive range of NHS healthcare services in community and secure environments. Our offerings include community health services, care for individuals with learning disabilities, and mental health services such as psychiatry, nursing, and therapeutic interventions. Our multidisciplinary teams cater to individuals of all ages, collaborating closely with various sectors of the NHS, local authorities, and the voluntary sector through innovative partnerships. With over 4,300 staff members, we operate across numerous settings, including hospitals, clinics, and community centers. Our commitment is to enhance lives by delivering exceptional care to our patients and their families, guided by our core values:

  • We are Compassionate
  • We are Just
  • We Listen
  • We Care

Job Responsibilities

The service acts as a direct access point for mental health support, available around the clock for those in crisis, aiming to provide alternatives to emergency department visits and prevent unnecessary admissions.

The service accepts calls and referrals from individuals experiencing mental health crises, including current service users and their caregivers, as well as referrals from NHS services to facilitate seamless transitions to mental health support for high-risk patients. Collaboration with emergency services is essential to accept referrals for individuals in crisis who do not require immediate physical health interventions.

  • The service's objective is to redirect individuals from unnecessary emergency department visits or to facilitate admissions when necessary, providing assertive telephone assessments, support, and guidance to service users and their caregivers.
  • Based on assessment outcomes and risk evaluations, the service will offer in-person assessment appointments and appropriate referrals based on individual needs and risk levels.
  • The service will coordinate with Mental Health Liaison Teams to facilitate admissions when unavoidable.
  • Additionally, the service will provide advice and guidance to other professionals as needed.

The Oxleas Crisis Support service has evolved since its inception in 2018, becoming a more resourceful team through ongoing enhancements to crisis services.

The Crisis Support team consists of call handlers and mental health practitioners, working collaboratively with the Crisis Home Treatment and Resolution team. Key partnerships include emergency services, NHS services, general practitioners, families, caregivers, service users, and community mental health teams.

The team employs a buddy system for staff supervision, ensuring a structured approach to supervision, case discussions, and reflective practice. Regular team meetings are held to review successes and identify areas for improvement based on feedback and learning from incidents.

Qualifications

Essential

  • Registered Mental Health Nurse Diploma or degree or equivalent professional qualification
  • Active professional registration

Desirable

  • Teaching, Assessment, or Mentorship qualification

Experience

Essential

  • Minimum of 2 years post-registration experience in an acute mental health environment
  • Experience in conducting mental health assessments
  • Proficiency in risk assessment and management

Skills

Essential

  • Competence in conducting comprehensive history-taking and mental state evaluations
  • Proficiency in risk assessment
  • Ability to independently formulate management plans for assessed individuals

Knowledge

Essential

  • Specialized knowledge of self-harm issues and the capability to assess mental health and risk in individuals following self-harm incidents
  • In-depth understanding of mental health disorders and their interrelation with physical health conditions