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.
About us 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 focussing in engagement, health and wellbeing and key processes.
The induction will be held at our head office in Rainham, Essex.
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.
Job description Job responsibilities 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.
To be computer literate and encourage implementation of the Trusts IM&T Strategy.
To ensure accurate recording of actions, and updating patients 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.
If you are an overseas qualified nurse and wanting to start your journey to becoming a UK based registered nurse with the NMC, you can check whether you are eligible to be supported through our Capital Nurse consortium.
Please visit; Whilst NELFT is happy to welcome overseas nurses we are unable to consider your application directly.
You should submit your interest and apply through the Capital Nurse London group.
Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.
Person Specification Direct work/interventions with service users Essential patient contact Previous NHS 111 experience worked in community or inpatient settings Desirable suppported Children Young People is a care setting Completed work experience or education in a care setting Mental Health knowledge Essential Is under taking higher education to obtain qualification in mental health studies Has acheived qualifications in Health & Social Care and or Mental Health studies Can demonstrate a robust understanding of children's health and wellbeing Desirable Undertaken work experience engaging with children & young people Understands concepts of emotional wellbeing Understands defferences between Mental Health and Emotional Wellbeing Communication and active listening Essential Able to communicate effectively with people in distress Can use simple language to de-escalate and reassure callers Can listen and record information accurately Can retain and relay information accurately Desirable Previous telephony based role Previous experience in customer service related role Confident and articulate telephone skills