Job summary
As a compassionate Point of Entry Mental Health Practitioner, youll help provide advice, guidance and potentially urgent mental health support to those in need in our local communities. Your role will help support people find the most appropriate mental health service in Swindon, whether internally to S&G Mind or externally to our many key stakeholder partners/providers across the county.
Main duties of the job
What You'll Do:
-Compassionate Caller Support:You'll handle a variety of incoming calls, providing a compassionate ear to individuals seeking advice, guidance or urgent mental health support. Your person-centered approach will offer immediate and practical help, aligning with the principles of positive mental health and evidence based-interventions.
-Connecting People to the Right Care:Youll play a vital role in guiding callers to the most appropriate mental health services in Swindon. Whether referring internally to S&G Mind or externally to key stakeholder partners, youll ensure each person is connected to the right support.
-Holistic Assessment & Planning:Using collaborative framework across the healthcare system, such as Safety Planning and Your Team, Your Conversation, Your Plan frameworks, youll assess and understand each callers unique needs, ensuring timely and appropriate responses that prioritise their mental health.
About us
Swindon and Gloucestershire Mindprovide advice and support to empower anyone in our local communities experiencing a mental health problem. We campaign to improve services, raise awareness, and promote understanding.
Our Vision:We will not give up until everyone experiencing a mental health problem gets both support and respect. Swindon and Gloucestershire Mind creates services where people are recognised, valued and supported.
Why Join Us:
-Be A Vital Link in Local Mental Health Support:At S&G Mind, your role goes beyond answering callsyoull be a crucial connector, helping people access the right advice, guidance, and mental health services when they need it most. Your work will have a direct and lasting impact on local communities.
-Develop Expertise in Mental Health Navigation:A unique opportunity to strengthen your skills in mental health, collaborative care planning, and multi-agency referrals. With ongoing training and development, youll deepen your understanding of holistic mental health support and complex needs navigation.
-Thrive in Collaborative and Compassionate Teams:Youll join a passionate team committed to improving mental health access in Swindon. Working closely with internal services and external partners, youll be supported in a positive, inclusive environment that values empathy, teamwork, and professional growth.
Job description
Job responsibilities
Key Responsibilities
1. Be the Voice of Compassion:Answer incoming calls with a compassionate and professional demeanour. Treat each caller with the utmost dignity and respect, creating a welcoming and safe space for those in need.
2. Guiding Wellness Through Needs Assessment:Skilfully assess needs on the phone to ensure individuals receive the immediate care they require.
3. Empowering First Point of Entry:As the gateway to S&G Mind, complete needs assessments and vital documents, such as safety planning, setting the foundation for holistic support and care.
4. Rapid Response to Urgent Care:Swiftly identify and respond to situations where urgent care to the caller is required or others, ensuring a prompt and effective resolution.
5. Seamless Transitions to Help:Master the art of referrals, guiding callers to the most suitable services within S&G Mind or externally. Provide a warm handover to minimise the emotional burden on the caller.
6. Timely Voicemail Care:Respond to voicemails promptly, ensuring that no one is left without the support they need, even during busy periods.
7. Nurturing Continuity of Care:Initiate follow-up calls when appropriate and establish connections with professionals involved in the caller's care, offering seamless support and collaboration.
8. Lifesaving Skills in Action:Receive training in Mental Health First Aid (MHFA) and Suicide First Aid, applying these essential skills to assist individuals in crisis.
9. Community Wellness Advocate:Promote the telephone line service to the local community and partner organisations, expanding the reach of vital support.
10. Collaborative Excellence:Work closely with colleagues to ensure efficient internal systems, maintain records, and uphold GDPR compliance, contributing to the organisation's seamless operations.
11. Compliance and Quality Assurance:Execute all tasks in alignment with S&G Mind's policies and procedures, staying up to date with current legislation and quality standards.
12. Continuous Learning and Contribution:Actively participate in internal and external Multi-Disciplinary Team (MDT) meetings, seek supervision, engage in appraisal processes, and commit to ongoing training and development, ensuring your personal and professional growth.
Job description
Job responsibilities
Key Responsibilities
1. Be the Voice of Compassion:Answer incoming calls with a compassionate and professional demeanour. Treat each caller with the utmost dignity and respect, creating a welcoming and safe space for those in need.
2. Guiding Wellness Through Needs Assessment:Skilfully assess needs on the phone to ensure individuals receive the immediate care they require.
3. Empowering First Point of Entry:As the gateway to S&G Mind, complete needs assessments and vital documents, such as safety planning, setting the foundation for holistic support and care.
4. Rapid Response to Urgent Care:Swiftly identify and respond to situations where urgent care to the caller is required or others, ensuring a prompt and effective resolution.
5. Seamless Transitions to Help:Master the art of referrals, guiding callers to the most suitable services within S&G Mind or externally. Provide a warm handover to minimise the emotional burden on the caller.
6. Timely Voicemail Care:Respond to voicemails promptly, ensuring that no one is left without the support they need, even during busy periods.
7. Nurturing Continuity of Care:Initiate follow-up calls when appropriate and establish connections with professionals involved in the caller's care, offering seamless support and collaboration.
8. Lifesaving Skills in Action:Receive training in Mental Health First Aid (MHFA) and Suicide First Aid, applying these essential skills to assist individuals in crisis.
9. Community Wellness Advocate:Promote the telephone line service to the local community and partner organisations, expanding the reach of vital support.
10. Collaborative Excellence:Work closely with colleagues to ensure efficient internal systems, maintain records, and uphold GDPR compliance, contributing to the organisation's seamless operations.
11. Compliance and Quality Assurance:Execute all tasks in alignment with S&G Mind's policies and procedures, staying up to date with current legislation and quality standards.
12. Continuous Learning and Contribution:Actively participate in internal and external Multi-Disciplinary Team (MDT) meetings, seek supervision, engage in appraisal processes, and commit to ongoing training and development, ensuring your personal and professional growth.
Person Specification
Qualifications
Essential
- Demonstrable knowledge and experience of working with people with mental health problems.
- A deep understanding of recovery principles and the role of mental health services in care delivery.
- Strong listening skills and effective verbal communication abilities for engaging with various stakeholders.
- Willingness to embrace new technology and processes.
- Well-developed written communication skills, including report writing and record-keeping.
Desirable
- Training in an allied field such as counselling, mediation, advocacy, or social work.
Experience
Essential
- Relevant experience of working in any health, social care, or any related voluntary organisation setting.
- Experience and knowledge of working within mental health, supporting individuals experiencing mental health problems.
- Experience of working with complex needs.
- Experience of providing telephone support.
- Experience of working with people with learning disabilities and autism.
Desirable
- Experience of working on a phone line, with experience of triaging incoming referrals.
Person Specification
Qualifications
Essential
- Demonstrable knowledge and experience of working with people with mental health problems.
- A deep understanding of recovery principles and the role of mental health services in care delivery.
- Strong listening skills and effective verbal communication abilities for engaging with various stakeholders.
- Willingness to embrace new technology and processes.
- Well-developed written communication skills, including report writing and record-keeping.
Desirable
- Training in an allied field such as counselling, mediation, advocacy, or social work.
Experience
Essential
- Relevant experience of working in any health, social care, or any related voluntary organisation setting.
- Experience and knowledge of working within mental health, supporting individuals experiencing mental health problems.
- Experience of working with complex needs.
- Experience of providing telephone support.
- Experience of working with people with learning disabilities and autism.
Desirable
- Experience of working on a phone line, with experience of triaging incoming referrals.
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.
