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- Tasks: Be the first point of contact for mental health referrals and provide essential support.
- Company: Join Navigo, an award-winning social enterprise dedicated to improving mental health services in North East Lincolnshire.
- Benefits: Enjoy flexible shifts, a supportive team culture, and opportunities for personal growth.
- Why this job: Make a real difference in people's lives while working in a dynamic and caring environment.
- Qualifications: NVQ Level 2 in health/social care or admin, plus relevant experience in mental health.
- Other info: This role requires a DBS check and offers a unique chance to work in a forward-thinking team.
The predicted salary is between 24000 - 36000 £ per year.
Main duties of the job
To work within the 24/7 365 days per year single point of access for community social and health care services within North East Lincolnshire. To operate an electronic and telephone access point for both the general public and allied professionals and stakeholders.
To ensure that effective initial triage of mental health cases takes place under supervision and immediate risks and or concerns are forwarded to the correct clinician or service (for example Acute mental health crisis team or the mental health act professionals) for appropriate response.
To work on a shift rotation in order to ensure that the service is maintained 24/7.
About us
Hello!
We are Navigo. We look after North East Lincolnshire\’s mental health and well‑being, an award‑winning social enterprise that provides mental health services to the NHS and beyond.
The whole basis of our work is to deliver services that we would be happy for our own family to use.
We offer a range of mental health services, including acute and community facilities as well as specialist support such as outstanding older adults inpatient services, rehabilitation and recovery community mental health and an outstanding specialist eating disorder facility.
Ranked as one of the top UK companies to work for, we feature in the Best Companies top 100 large company list.
As a social enterprise, we do things a little bit differently and have also developed income‑generating commercially viable businesses that provide training, education and employment opportunities including Grimsby Garden Centre.
Working at Navigo is not like working anywhere else. Lots of places say that, but we\’re really mean it.
We like to work with forward‑thinking people who want to make a difference.
Come and Join us!
Job responsibilities
To be the first point of contact for all clinical referrals and follow ups into the service via telephone, email, letter or other electronic systems.
Establish the nature of the contact and, under supervision, identify the appropriate assistance required by the UK Mental Health Triage Scale.
Manage the referral by searching clinical records, checking details and demographics, amending and updating when required.
Under supervision, screen all referrals against the screening tool, identifying any immediate emergency response, signposting to the right service immediately.
To be competent in the use of System One, where patient details are recorded.
Under supervision help determine the most appropriate service for the patient by analysing the information given by patient/carer, using judgement, knowledge and questioning skills.
If appropriate, escape the call to the SPA clinician.
Provide data activity information required for performance management as and when requested.
Qualifications
- NVQ level 2 qualification or equivalent in health/social care/admin related subject
- GCSE or equivalent Maths/numeracy
- GCSE or equivalent English/literacy
- NVQ Level 5 in Customer Care or Health and Social Care or equivalent. Mental health qualification.
- Level 2 City & Guilds Microsoft Excel or Access or IBTII
- Advanced CLAIT or ECDL European Computer Driving License qualification
- Certificate in counselling
Additional Criteria
- Ability to maintain accurate and legible records
- Team worker and able to use own initiative
- Effective verbal and written communication skills
- Ability to receive complex and varied information and to determine the correct course of action.
- Excellent IT skills including Word, Excel, Outlook & Access.
Knowledge
- Understanding of professional reflection and the importance of appraisals and supervision.
- Making decisions but knowing when to consult.
- Customer Care knowledge
- Understanding the nature of assessment and risk assessment and its relevance to the Service User.
- Understanding of Safeguarding Adults and Children.
- Awareness of Community Care Legislation
- Knowledge and understanding of the regulations relating to Health & Social Care
Experience
- Minimum of 2 years experience within either a health or social care environment, preferably within mental health
- Minimum of 2 years experience of working with IT applications and admin related work.
- Experience of dealing/resolving queries and referrals received in a variety of formats (face to face, electronic, telephone)
- Experience of dealing/resolving complaints
- Mental health experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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Mental Health Call Handler employer: Navigocare
Contact Detail:
Navigocare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mental Health Call Handler
✨Tip Number 1
Familiarise yourself with the Mental Health Triage Scale, as this will be crucial in your role. Understanding how to assess and prioritise mental health cases will demonstrate your readiness for the position.
✨Tip Number 2
Brush up on your IT skills, especially with System One and Microsoft applications. Being proficient in these tools will not only help you in your day-to-day tasks but also show that you're prepared to hit the ground running.
✨Tip Number 3
Gain a solid understanding of safeguarding adults and children, as well as community care legislation. This knowledge is essential for making informed decisions and ensuring the safety of service users.
✨Tip Number 4
Network with professionals in the mental health field. Engaging with others who work in similar roles can provide insights into the job and may even lead to valuable connections within Navigo.
We think you need these skills to ace Mental Health Call Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in mental health and customer care. Emphasise any qualifications or training that align with the job description, such as NVQ Level 2 in health/social care.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for mental health services. Mention specific experiences that demonstrate your ability to handle calls and triage cases effectively.
Highlight Relevant Skills: In your application, focus on skills like effective communication, IT proficiency, and the ability to manage referrals. Use examples from your past roles to illustrate these skills.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Navigocare
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Mental Health Call Handler. Familiarise yourself with the mental health triage process and the importance of effective communication in this role.
✨Showcase Your Experience
Prepare to discuss your previous experience in health or social care, particularly in mental health settings. Be ready to provide specific examples of how you've handled referrals, managed queries, and resolved complaints.
✨Demonstrate IT Proficiency
Since the role requires the use of various IT applications, be prepared to talk about your experience with systems like System One, Microsoft Excel, and other relevant software. Highlight any specific achievements or tasks you've completed using these tools.
✨Emphasise Teamwork and Initiative
The job involves working as part of a team while also using your initiative. Be ready to share examples of how you've successfully collaborated with others and instances where you've taken the lead on a task or project.