Job summary
We are currently recruiting for a new role. As an ED Triage Support Worker you would be supporting the emergency departments at Kingston Hospital or St George's hospital. The role would require you to triage patients who attend the department for a mental health related condition and triage them to the appropriate service. This is to ensure mental health patients are receiving the most appropriate care in a timely way. This is a new and rewarding role where full training will be provided.
As an ED Triage Support Worker, you will play a critical role in ensuring mental health patients are connected to the right services at the right time, directly contributing to better outcomes for those in crisis. You'll also be trained in using the UK mental health triage tool and work with our 24/7 Mental Health Crisis Line, which supports urgent mental health needs across five boroughs.
The Trust's Mental Health Crisis Line (MHCL) is based at Springfield Hospital. The Mental Health Crisis Line is a 24hr 7 day a week service providing an open access telephone line for the triaging of urgent mental health needs. The line can provide call backs, support, and advice as well referrals to appropriate crisis services depending on urgency of needs assessed. The service sits within the Coral Mental Health Hub and works closely with A&E departments, LAS, Police, and the Coral crisis assessment team.
Main duties of the job
The ED triage role will be working closely with the Emergency department staff, liaison psychiatry teams and the crisis line:
- Triage mental health patients attending the ED using the triage tool to determine the appropriate pathway
- Work alongside patients to ensure their needs are met in a timely way
- Communicate effectively in an intense environment
- Have an awareness of services locally available to refer to
- Provide timely referrals and signposting to appropriate services
The MHCL is a 24/7 service to all residents of the 5 boroughs of Southwest London and St George's Mental Health Trust. The service's key elements are:
- Screening all calls and signpost callers by providing necessary information
- Providing Advice and Support to the Caller
- Supporting young people and carers
- Deescalating callers who are calling in a crisis.
- Screening high risk crisis calls and discuss with appropriate services such as Home Treatment Teams for referral screening, acting as a Single Point of Access to the Crisis Assessment Team (CAT) hence providing timely access to the right service and prevent unnecessary attendance to Emergency Department.
- Referring callers to other Trust Services where appropriate.
- Accepting NHS111 Warm Transfers and NHS 111 "Press 2" Calls.
About us
We are Proud to Belong at South West London and St George's Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Job description
Job responsibilities
- The post holder will provide Patient Support Line telephone based support to users and carers who require support, often when they are in crisis and distressed.
- The post holder will use active listening and basic counselling skills.
- The post holder will maintain the call log system, summarising the content and outcome of the call.
- Where appropriate the post holder will liaise with other mental health staff, for example, the callers Care Coordinator.
- The post holder will seek advice and support with regard to escalating concerns about an individual user.
- Where appropriate the post holder will update the callers RiO notes
- The post holder will ensure that 80 % of calls are answered within 60 seconds, the voice mail will be checked every 30 minutes and all calls that need to be returned will be done within 2 hours.
- The post holder will adhere to all Trust policies with regard to Information Technology, confidentiality etc.
Job description
Job responsibilities
- The post holder will provide Patient Support Line telephone based support to users and carers who require support, often when they are in crisis and distressed.
- The post holder will use active listening and basic counselling skills.
- The post holder will maintain the call log system, summarising the content and outcome of the call.
- Where appropriate the post holder will liaise with other mental health staff, for example, the callers Care Coordinator.
- The post holder will seek advice and support with regard to escalating concerns about an individual user.
- Where appropriate the post holder will update the callers RiO notes
- The post holder will ensure that 80 % of calls are answered within 60 seconds, the voice mail will be checked every 30 minutes and all calls that need to be returned will be done within 2 hours.
- The post holder will adhere to all Trust policies with regard to Information Technology, confidentiality etc.
Person Specification
Training and Qualifications
Essential
- An upper second class honours degree or higher in psychology
- Entitlement to graduate membership of the British Psychological Society
- Or extensive experience as a Band 3 Health Care Assistant with level 3 NVQ in Health Care related subject
Desirable
- Further post graduate training in relevant areas of professional psychology, mental health practice and/or research design and analysis
Experience
Essential
- Experience of relevant paid work
- Work with people with mental health problems and/or other disabilities
Desirable
- Experience of paid or honorary/unpaid work in direct care provision
- Previous experience of clinical research/audit in the NHS
- Experience of using Cognitive Behaviour Therapy with clients with mental health problems
- Experience of motivational interviewing techniques
- Experience of facilitating groups with clients with mental health problems
Person Specification
Training and Qualifications
Essential
- An upper second class honours degree or higher in psychology
- Entitlement to graduate membership of the British Psychological Society
- Or extensive experience as a Band 3 Health Care Assistant with level 3 NVQ in Health Care related subject
Desirable
- Further post graduate training in relevant areas of professional psychology, mental health practice and/or research design and analysis
Experience
Essential
- Experience of relevant paid work
- Work with people with mental health problems and/or other disabilities
Desirable
- Experience of paid or honorary/unpaid work in direct care provision
- Previous experience of clinical research/audit in the NHS
- Experience of using Cognitive Behaviour Therapy with clients with mental health problems
- Experience of motivational interviewing techniques
- Experience of facilitating groups with clients with mental health problems
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
