Mental Health Advisor

Job Description 1. JOB DETAILS Job Title: Mental Health First Responder Location: Great Park, Newcastle Responsible To: Service Manager (Clinical) Responsible For: No Direct Reports 2. JOB PURPOSE The postholder will work front line in our Mental Health First Response Service providing a rapid response triage function to calls received via NHS 111 Mental Health. Supporting the referral pathway to ensure that calls are dealt with efficiently and routed appropriately. 3. KEY RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES 3.1 To provide rapid response and a triage function to all calls received through the agreed pathway. Utilising a high level of customer service skills at all times, provide a call handling role to the NHS 111 service ensuring that all calls are routed appropriately. To ensure all clinical and demographic information is effectively recorded and communicated within the electronic records system. Provide relevant information regarding local statutory and non-statutory services that may be able to assist the individual. Communicate effectively with service users, carers, colleagues and all other professionals. Co-produce and support the individual to implement a crisis plan, relapse prevention and other self-management tools such as Wellness Recovery Action Plan (WRAP), in partnership with the person, maintaining hope and optimism to support the individual in their recovery. Support the person to access services and resources they need. The amount and intensity of this support will vary depending on the persons needs, Mental Health and life circumstances to ensure they are supported during their recovery. Develop knowledge of the local care pathways and local community knowledge (including cultural sensitivities) to meet service users need and support the individual journey. A commitment to working in partnership with clinical teams, handing over complex information relating to service user needs, as clinically appropriate. Undertake any reasonable duties/responsibilities to meet the needs of the organisation. 3.2 Key Relationships Internal & External Internal - Service Users External - Mental Health Trusts, Police/Fire/Ambulance Services, Addiction Services, Statutory and Non Statutory Providers Call Handler (TiaC) Person Specification CRITERIA ESSENTIAL Qualifications and specific training N/A Experience Demonstrable experience of working 1:1 with service users with complex needs Demonstrable experience working within Health, social care or VCSE systems Knowledge Awareness of Health and Social care systems. Awareness of national and local organisations and other resources that can support individuals to improve and maintain good Mental Health. Awareness of recovery in the context of Mental Health Awareness of the effects of stigma and discrimination Awareness of issues surrounding homelessness, financial inclusion or substance misuse Skills Highly developed communication, numeracy and written skills Developed diplomatic customer service skills working with large teams to support with customer satisfaction Developed ability to problem solve and provide practical solutions Developed investigation skills to deal with complaints and customer enquiries Developed ability in MS office and CRM Personal attributes High level of emotional resilience Highly organised with ability to manage multiple projects effectively Excellent time management skills Ability to undertake CPD as part of your role Ability to work individually or within a team and foster good working relationships. Ability to manage a high volume, pressured role and seek support when required Regard for others and respect for individual rights of autonomy and confidentiality Commitment to the organisations aims and values, supporting and promoting an organisational culture that appreciates: compassion, accountability, respect, excellence, and innovation Additional requirements DBS required Working hours; 37.5 hours, rotational, over 24 hours, 7 days a week Evening, nights and weekend work will be required Ability to travel in your geographical area