NHS 111 Call Handler
Job Description
Job summary
The NHS 111 line is a national requirement to provide a three-digit emergency number for mental health. The post holder will be required to effectively engage and manage complex calls from young people, parents/carers and other professionals. The post holder will be a valued team member and be supported by clinicians in the management of challenging calls. As the service is exclusively telephone based, due to the nature of calls, there is no remote working.
Calls are received from the geographical locations of Kent & Medway only.
Main duties of the job
To be primarily responsible for handling incoming NHS 111 mental health calls.
Determine identity of the caller and open referrals to the service.
Demonstrate active listening to accurately record information and provide appropriate advice and signposting.
De-escalate anxiety, tensions and provide solutions to current concerns over seen and supported by trained clinicians.
Clinical Skills
Active listening skills in order to document current concerns.
Demonstrate empathy and understanding.
Be able to de-escalate concerned callers.
Have insight and ability to be able to engage effectively with Children and Young People who may be in acute distress.
Administration
To be computer literate and encourage implementation of the Trust's IM&T Strategy.
To ensure accurate recording of actions, and updating patient's records, always maintaining confidentiality.
The post holder will input and maintain, appropriate computer and manual clinical records and statistical data and provide this to the Service Manager/Head of Service when necessary.
The post-holder will engage in relevant computer and IT training as required.
To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects.
To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager.
About us
We are Kent and Medway Mental Health NHS Trust. We care for the mental health and wellbeing of people across Kent and Medway and are rated 'Good' by the Care Quality Commission (CQC).Our teams support children, young people and adults with a wide range of mental health needs. We also provide specialist services, including all-age eating disorder services and neurodevelopmental assessments for children and young people, such as autism and ADHD.Because we work across the whole county and across hospital and community settings, we can make care more joined up and easier to access for the people we serve.Our vision is simple: we are here to help communities not just live with mental illness, but live well. It's why we're passionate about working with communities to make mental health care better for everyone. Everything we do is guided by our values: caring, inclusive, curious and confident.Join us if you share our passion for better mental health care and want to be part of a team that's working well together.
Job responsibilities
The post-holder will engage in relevant computer and IT training as required.
To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects.
To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager.
Communication
To have a wide range of knowledge in approaches to communicating and managing patient care.
To be able to effectively communicate with colleagues, peers, senior managers, and clinical leads within the Trust.
To be able to communicate complex patient related information facilitating positive outcomes and ensuring collaborative working.
Person Specification
Training, Qualifications and Registration
Essential
- NVQ level 2 or equivalent standard of literacy and numeracy An upper second class honours degree or higher in psychology or equivalent mental; health experience
Desirable
- Further postgraduate training in relevant areas of professional psychology, mental health practice and/or research design and analysis.
Knowledge and Skills
Essential
- An awareness of NHS priorities High level Communication skills (written and verbal). Ability to communicate sensitive information to patients, carers, and colleagues An understanding of the needs and difficulties of people with mental health problems or other disabilities An ability to apply De-escalation skills An understanding of Crisis Care applied to health care. Competent IT proficiencies An ability to interact effectively with staff from all disciplines. An ability to interact with people with mental health problems and disabilities. Ability to work reliably and consistently with work agreed and supervised at regular intervals An interest in working with people with mental health problems or other disabilities Ability to accept and use supervision appropriately and effectively
Desirable
- Experience using RIO For databases or data- analysis, especially Windows. An awareness of NHS Long Term Plan for children services To be able to travel to office location
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Kent and Medway Mental Health NHS Trust
Address
Maidstone TV Studios
Vinters Business Park, New Cut Road
Maidstone
ME14 5NZ
United Kingdom
Employer's website
https://www.kentmedwaymentalhealth.nhs.uk (Opens in a new tab)
