Telephone Triage & Assessment Conduct telephone assessments of individuals who are experiencing mental health difficulties, identifying the severity of the issues, and making recommendations for appropriate interventions.
Gather relevant clinical information to support the triage process and ensure the right care pathway is identified.
Use clinical judgement to assess risk, including but not limited to self-harm, suicidality, and violence to self or others.
Crisis Management Provide crisis intervention and support to individuals who are in immediate mental health distress, offering reassurance, guidance, and appropriate next steps.
De-escalate urgent mental health situations via telephone to prevent escalation and promote safety.
Referral & Signposting Identify the most suitable service or intervention required (e.g., emergency services, local community teams, crisis teams, or mental health services).
Make timely and appropriate referrals to other healthcare professionals, services, or agencies as necessary, ensuring continuity of care.
Risk Management Assess and manage clinical risk, ensuring that any concerns around safety or safeguarding are escalated in accordance with local policies and procedures.
Document all risk assessments and actions taken clearly and accurately, adhering to organisational guidelines and professional standards.
Clinical Documentation Maintain accurate and up-to-date records of all telephone assessments, interventions, and referrals, ensuring compliance with confidentiality and data protection regulations (e.g., GDPR).
Collaboration Work closely with multidisciplinary teams (e.g., psychiatrists, psychologists, social workers, community mental health nurses) to ensure that patients are directed to the appropriate services.
Provide a clear handover of care for patients requiring further face-to-face assessment or treatment.
Clinical Supervision and Development Participate in regular clinical supervision to ensure that best practice is followed and to support ongoing professional development.
Engage in continuous professional development activities and training to maintain and enhance clinical knowledge and skills.
Essential Qualifications & Experience Registered Mental Health Nurse (RMN), Occupational Therapist (OT), Social Worker , or other relevant mental health qualification.
Experience in mental health settings, including crisis intervention, telephone triage, or direct clinical practice.
Understanding of mental health legislation (e.g., the Mental Health Act, safeguarding procedures).
Knowledge and experience of risk assessment and management in a mental health context.
Clear communication skills and the ability to provide effective telephone-based support in a calm and empathetic manner.
Desirable Skills Experience in telephone triage or telephone-based mental health assessments.
Experience working in a crisis or urgent care environment .
Knowledge of local mental health services and how to navigate the healthcare system for referrals and signposting.
Personal Attributes Empathetic, compassionate, and non-judgemental approach to supporting individuals in crisis.
Ability to remain calm under pressure and manage complex, high-stress situations effectively.
Strong problem-solving skills and the ability to think critically and quickly.
Excellent teamwork skills with the ability to collaborate effectively with other healthcare professionals.
Organised and efficient , with the ability to manage a varied and potentially high volume of cases.
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