Support Worker 24 Hour Helpline

The Pennine Care NHS Foundation Trust 24/7 helpline is a new service initially setup for existing service users and carers of all ages who are experiencing increaseddistress or anxiety during the ongoing Covid-19 pandemic.Whilst the service is currently targeted at existing service users and their carers theteam also provides advice and support to callers who are not known to servicesincluding taking referrals from the Greater Manchester Clinical assessment Service.The helpline aims to make it quicker and easier for service users and carers to getthe 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 fromtheir 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 resourcesThe role of the Mental Health Support Worker is to receive calls and be able toprovide immediate support or assistance via phone support, advice and sign postservice users to the most appropriate service. The support worker will have accessto known service users electronic clinical record and will ensure liaison with theservice 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 needto work within a 24 hour shift pattern.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3Main Duties and Responsibilities Under the supervision of a registered practitioner you will be answeringcalls from callers who may be open, or previously known to PCNFT or amember of the public & signpost the calls to most appropriate service, asidentified by their clinical need. To be able to deescalate calls which maybe aggressive & threatening inmanner 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 onthe caller. To have wide understanding of how to access services, within ourorganisation or external agencies. To understand the importance of, and maintain the need for confidentialityin all contacts by patients, relatives, carers and members of the public.

To liaise with wider MDT of the caller, & or partner agencies asappropriate. To be able to take direction from senior registered practitioner. To accurately report and feedback any concerns to the team and or thewider MDT To promote independence & choice by the caller. To maintain adequate records as required by existing procedures, enteringappropriate details on the service users contact sheet/electronic patientrecord as necessary.

To attend and actively participate in training sessions. To attend and actively participate in clinical & managerial supervision asper Trust Policy. To contribute to the ongoing development of the service. To contribute to audits as required, providing relevant data as required inline with performance monitoring targets.

To appropriately deal with clinical incidents & complaints from patients,relatives, carer & members of the public via line manager in accordancewith Trust policy.This job description is not exhaustive, but is intended to give an overall picture of therole. Other duties within the general scope of the post may be required from time totime. The duties of the post and job description can be reviewed through the agreedprocess.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3General Duties of all post holders To undertake any other reasonable duty, which is appropriate to the band,when requested by Senior Staff. To be familiar with and comply with all Trust and departmental policies,procedures, protocols and guidelines.

To be aware of and work towards the Trusts strategic goals.