Mental Health Journey Coordinator

Exciting full-time opportunity available for a Mental Health Journey Coordinator to join our team, working Hybrid - Lincoln Headquarters and home working

Who Are We?

Therapeutic Response Ambulance Service – part of HTG-UK – is a trauma-informed mental health transport provider championing a compassionate, least-restrictive approach to care. This is your chance to make a meaningful impact every day as part of a specialist team pioneering a new standard in mental health transport across the UK.

What Can You Expect?

We are looking for compassionate, organised and proactive individuals to join our team as Mental Health Journey Coordinator. In this vital role, you will be the first point of contact for healthcare professionals arranging mental health transport across our Therapeutic Response contracts.

You will manage and coordinate complex mental health journeys, ensuring safe, efficient and dignified care for our patients. This includes assessing referrals, preparing detailed care plans and risk assessments, allocating crews and vehicles, and maintaining real‑time communication with all parties involved.

This is a fast‑paced and rewarding role where no two days are the same. You will play a key part in supporting our crews, safeguarding patient wellbeing, and helping deliver a high‑quality, responsive service.

Summary Of Main Duties Include:

• Receive, assess and process mental health transport referrals from healthcare professionals.
• Apply eligibility criteria and accurately record all booking information.
• Prepare detailed care plans, risk assessments and clinical records for each journey.
• Allocate crews and vehicles, managing real-time resource changes and pressures.
• Maintain regular communication with referrers, providing updates and gathering additional information.
  
• Support crews after challenging journeys and help manage breaks in line with operational demand.
• Coordinate cancellations, amendments and ad-hoc requests.
• Escalate capacity issues promptly to management.
• Ensure compliance with KPIs, policies and safeguarding requirements.
• Build strong working relationships with colleagues, crews and external stakeholders.

What’s In It For You?

• Competitive salary
• Contract 37.5 hours per week over 7 days, between 08:00-22:00
• Contractual sick pay after 12 months service
• Employee assistance programme delivered by the UK's #1 EAP service - Health Assured
• Increased holiday allowance for long service
• Refer a friend scheme Earn up to £500 for each friend you bring on board
• Pension scheme
• Full training for the role, indication and ongoing mentorship
• Salary sacrifice schemes Cycle to Work and Holiday Buy
• Opportunities to grow and develop
• Engaging Workplace Culture with regular company updates and Employee of the Month

We are Looking for Great People Who Have:

• Experience in a customer service, call handing or similar operational environment.
• Clear and confident communication skills, both verbally and written
• Strong attention to detail and accuracy when recording information.
• Ability to handle sensitive, emotional or distressing information professionally.
• Good geographical awareness and confident in route planning.
• Ability to prioritise and manager competing demands in a busy environment.
• Understanding of confidentiality, data protection and professional boundaries.

Our Commitment to Safer Recruitment

Patient safety is our priority. To work for HTG-UK you will need:

• Enhanced DBS check (Conducted during onboarding if successful)
• Right to work in the UK
• Full UK manual driving licence
• Satisfactory employment and character references
• A satisfactory medical assessment
• Successful candidates will also need to successfully complete a mandatory training on commencement of employment.

Equal Opportunities

The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.

Safeguarding

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:

• Attend mandatory training on Safeguarding children and adults
• Ensure they are familiar with their and the organisation’s requirements under relevant legislation
• Adhere to all relevant national and local policies, procedures, and professional codes
• Report any concerns to the appropriate authority
• Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)