Mental Health Direct Advisor

2 weeks ago

Ilford, United Kingdom NELFT NHS Foundation Trust Full time

Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

This post of the Mental Health Advisor is multifaceted and holds the potential to create a positive and lasting impact on the mental well-being of individuals and communities.

The post holder will provide support, and advocacy, as well as contribute to building an excellent service by representing the Trust's values and demonstrating them in their day to day interface with the public. This will be achieved through their role at the reception at Goodmayes hospital and the switchboard team. 

To support the team leader in delivering a consistent and coordinated approach to the operational management off switchboard an reception undertaking these duties on a rotational basis.

Main duties of the job

To provide general assistance to patients staff and visitors [including contractors] either in person or via telephone projecting a positive and friendly image of the Trust at all times

To provide a polite friendly and professional service at all times, dealing with all inquiries both on the phone and at reception in a helpful and friendly manner, demonstrating adherence to good customer care.

To use judgement and discretion when necessary, referring complex matters to relevant senior members of staff and taking messages where necessary

To ensure that all relevant policies and protocols are fully implemented an adhere to at all times.

The post holder will be expected to support the trust in providing an excellent service delivery by incorporating the trust values into their day-to-day role.

There are numerous benefits for working for NELFT.

NELFT is committed to employing a diverse workforce and is committed to Just and compassionate culture. 

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

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 focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High-Cost Area Supplement - London

This post also attracts payment for High-Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735).

Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

Detailed job description and main responsibilities

Switchboard

To respond to both internal and external call to the Trust's 24 hour helpline for callers who may be experiencing mental health distress/emotional crisis To answer all phone calls within the specified timeframes and in accordance with Trust policy and procedures  Provide a calm professional approach utilising mental health direct algorithms to triage calls and transfer/ signpost calls efficiently and successfully to the right team. Post holder to have competencies to deal with callers who are distressed and be able to calm a situation elicit vital information and pay particular attention to issues of safeguarding, self-harm harm to others or other associated risks of vulnerability. To keep a record of calls and pass/ escalate appropriate information to relevant professional staff member or clinical team. Always maintain a high standard of professional behaviour and courtesy.

RECEPTION

To operate the main entrance (airlock) entry system to Sunflowers court, receiving authorised visitors to the building, directing them to the required services. To report any breach of security to the appropriate person new line to issue and receive keys and bleeps to persons identified an authorised to receive them To greet and assist patients in accordance to the Standard Operating Procedure for assessments/ admissions and mental health walk-ins.

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.

We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.

Person specification

Qualifications

Essential criteria

NVQ level 2 or equivalent standard of literacy and numeracy

Experience

Essential criteria

Experience of working with people with mental health difficulties Experience of working with members of the public

Desirable criteria

Experience of working within an NHS setting Experience in telecommunications processes

Knowledge

Essential criteria

Mental health First Aid or willgness to undertake training Effective Customer care Awareness of the needs of different customers An understanding of the need to exercise discretion and confidentiality

Skills

Essential criteria

Basic awareness of IT and IT skills To have good interpersonal skills and ability to relate to others To have good communication skills to respond to a variety of staff, service users / carers needs and requests Ability to remain calm in a crisis Ability to deal with conflict and difficulties arising from distressed and emotional service users or carers. Ability to use keyboard, VDU or telephone equipment for substantial proportion of each day

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.

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