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Mental Health Call Handler

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Navigo Health and Social Care CIC

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Location:
United Kingdom, Grimsby

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

24937.00 - 26598.00 GBP / Year
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Job Description:

An exciting opportunity has arisen within our adult mental health service. The opportunity involves being a part of a developing and expanding team to improve the access to mental health services. The post is for a Mental Health Integrated Advice Officer, To work within the integrated advice team and maintain the Mental health Single Point of Access line. This will involve operating an electronic and telephone access point for both the general public, allied professionals and stake holders, as well as providing advice and support to some individuals.

Job Responsibility:

  • 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 escalate the call to the SPA clinician
  • Provide data activity information required for performance management as and when requested
  • 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

Requirements:

  • NVQ level 2 qualification or equivalent in health/social care/ admin related subject
  • GCSE or equivalent Maths/numeracy
  • GCSE or equivalent English/literacy
  • Standard keyboard skills
  • 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
  • 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
  • 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)

Nice to have:

  • 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
  • Knowledge and understanding of the regulations relating to Health & Social Care
  • Experience of dealing/resolving complaints
  • Mental health experience

Additional Information:

Job Posted:
December 10, 2025

Expiration:
December 17, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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