Mental Health Triage Advisor

Job description

Job responsibilities

Main Duties and Responsibilities

Initial Contact and Triage

Act as the first response for enquiries relating to mental health or emotional wellbeing support.

Use structured triage tools to gather relevant information on risk, safeguarding factors, and presenting needs.

Identify when concerns require escalation to senior staff, safeguarding teams, or partner agencies.

Ensure all contacts receive a calm, empathetic, and person-centred response.

Coordination and Signposting

Provide highquality information on local support offers including Early Help, Family Hubs, VCFSE mental health services, NHS Mental Health Services, and digital self-help resources.

Liaise with partner organisations to check eligibility, availability, and referral pathways.

Facilitate warm handovers to appropriate support where needed.

Record Keeping and Data Quality

Accurately record all triage activity on organisational systems.

Ensure data is captured in line with GDPR, safeguarding expectations, and internal quality standards.

Support monitoring and reporting processes, identifying trends or recurring themes.

Partnership Working

Maintain positive working relationships with social care, community groups, health services, and the VCFSE sector.

Participate in multiagency discussions where appropriate.

Promote consistent information sharing practices and help maintain updated knowledge of local provision.

Service Improvement

Contribute to the development and review of triage tools, scripts, and processes.

Provide feedback on gaps in provision or emerging needs.

Support colleagues in delivering a highquality, responsive service.

Person Specification

Experience

Essential

• Experience of working within a mental health environment in either clinical or community settings
• Experience of working in wellbeing support either face to face or telephone based
• Risk assessment and de-escalation skills and experience
• Understanding of safeguarding and escalation processes
• Experience of communicating with a range of people, in particular those experiencing distress or poor mental health

Desirable

• Experience of working with partners or in a multi-disciplinary environment

Qualifications

Essential

• Level 3 qualification in health/social care or significant experience in a mental health-based field

Desirable

• Safeguarding Level 3
• Specific mental health qualification (e.g. NVQ Level 2 Mental Health First Aid Awareness/Level 3 Mental Health Diploma)

Skills and Abilities

Essential

• Knowledge and understanding of mental health services
• Able to gather key information sensitively and professionally
• Strong administrative skills including accurate and timely recording of information
• Able to support with basic data interpretation and provide information for reporting
• Strong organisation and time management skills
• IT competent using a range of Microsoft packages, social media and digital platforms

Desirable

• Understanding of mental health and primary care services in Birmingham and Solihull
• Understanding of mental health interventions

Personal Attributes

Essential

• Empathetic and non-judgmental approach
• Able to put others at ease and build rapport quickly
• Values and promotes diversity and inclusion
• Committed to confidentiality, safety and high-quality care
• Self-motivated with a positive attitude - displays energy and enthusiasm

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.

Employer details

Employer name

Gateway Family Services CIC

Address

343 High Street

Harborne

Birmingham

B17 9QL

Employer's website

https://gatewayfs.org/ (Opens in a new tab)