Job summary
The Pennine Care 24/7 Mental Health helpline is a telephone service aimed at providing service users and carer's of all ages with immediate support and advice over the phone
The helpline aims to make it quicker and easier for service users and carer's to get the right support and advice they need for their mental health by
o Listening and help callers work through immediate problems
o Advising callers on how to access therapeutic and clinical support from their current care team following their care plan
o Providing information about other services and resources including self-help materials and web based support that may be helpful
o Signposting callers to other services or resources
We are now looking for support workers who are experienced in working with clients who require mental health support to join the team. The role of the support worker is to receive calls and be able to provide support or assistance via 'phone support, advice and sign post service users to the most appropriate service under the supevision of a registered mental health pracitioner
The service covers all age groups and services area's and therefore we welcome applications from all disciplines across Mental Health and Learning Disabilities
These new roles also offer staff working patterns across a 24 hour 7 day operating model including day and nights shifts.
This is an exciting opportunity to be part of a new and developing service
Main duties of the job
The helpline aims to make it quicker and easier for service users and carer's to get the right support and advice they need for their mental health by :
o Listening and help callers work through immediate problems
o Advising callers on how to access therapeutic and clinical support from their current care team following their care plan
o Providing information about other services and resources including self-help materials and web based support that may be helpful
o Signposting callers to other services or resources
About us
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our#PennineCarePeopleand do everything we can to make sure we're a great place to work.
All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.
Job description
Job responsibilities
The Pennine Care NHS Foundation Trust 24/7 helpline is a new service initially setup for existing service users and carers of all ages who are experiencing increaseddistress or anxiety during the ongoing Covid-19 pandemic.Whilst the service is currently targeted at existing service users and their carers theteam also provides advice and support to callers who are not known to servicesincluding taking referrals from the Greater Manchester Clinical assessment Service.The helpline aims to make it quicker and easier for service users and carers to getthe right support and advice they need for their mental health by: Listening and help callers work through immediate problems Advising callers on how to access therapeutic and clinical support fromtheir current care team following their care plan Providing information about other services and resources including selfhelp materials and web based support that may be helpful Signposting callers to other services or resourcesThe role of the Mental Health Support Worker is to receive calls and be able toprovide immediate support or assistance via phone support, advice and sign postservice users to the most appropriate service. The support worker will have accessto known service users electronic clinical record and will ensure liaison with theservice users existing services the following day via clearly defined routes.The service operates 24hrs per day 7 days a week and the support workers will needto work within a 24 hour shift pattern.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3Main Duties and Responsibilities Under the supervision of a registered practitioner you will be answeringcalls from callers who may be open, or previously known to PCNFT or amember of the public & signpost the calls to most appropriate service, asidentified by their clinical need. To be able to deescalate calls which maybe aggressive & threatening inmanner or emotive in content. To be able to remain calm, focused & professional when under pressure,whilst listening to potentially a very distressed caller. To ensure effective written & verbal communication between the caller,their carers & or other professionals. To have wide understanding of mental illness, & how this may impact onthe caller. To have wide understanding of how to access services, within ourorganisation or external agencies. To understand the importance of, and maintain the need for confidentialityin all contacts by patients, relatives, carers and members of the public. To liaise with wider MDT of the caller, & or partner agencies asappropriate. To be able to take direction from senior registered practitioner. To accurately report and feedback any concerns to the team and or thewider MDT To promote independence & choice by the caller. To maintain adequate records as required by existing procedures, enteringappropriate details on the service users contact sheet/electronic patientrecord as necessary. To attend and actively participate in training sessions. To attend and actively participate in clinical & managerial supervision asper Trust Policy. To contribute to the ongoing development of the service. To contribute to audits as required, providing relevant data as required inline with performance monitoring targets. To appropriately deal with clinical incidents & complaints from patients,relatives, carer & members of the public via line manager in accordancewith Trust policy.This job description is not exhaustive, but is intended to give an overall picture of therole. Other duties within the general scope of the post may be required from time totime. The duties of the post and job description can be reviewed through the agreedprocess.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3General Duties of all post holders To undertake any other reasonable duty, which is appropriate to the band,when requested by Senior Staff. To be familiar with and comply with all Trust and departmental policies,procedures, protocols and guidelines. To be aware of and work towards the Trusts strategic goals.
Job description
Job responsibilities
The Pennine Care NHS Foundation Trust 24/7 helpline is a new service initially setup for existing service users and carers of all ages who are experiencing increaseddistress or anxiety during the ongoing Covid-19 pandemic.Whilst the service is currently targeted at existing service users and their carers theteam also provides advice and support to callers who are not known to servicesincluding taking referrals from the Greater Manchester Clinical assessment Service.The helpline aims to make it quicker and easier for service users and carers to getthe right support and advice they need for their mental health by: Listening and help callers work through immediate problems Advising callers on how to access therapeutic and clinical support fromtheir current care team following their care plan Providing information about other services and resources including selfhelp materials and web based support that may be helpful Signposting callers to other services or resourcesThe role of the Mental Health Support Worker is to receive calls and be able toprovide immediate support or assistance via phone support, advice and sign postservice users to the most appropriate service. The support worker will have accessto known service users electronic clinical record and will ensure liaison with theservice users existing services the following day via clearly defined routes.The service operates 24hrs per day 7 days a week and the support workers will needto work within a 24 hour shift pattern.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3Main Duties and Responsibilities Under the supervision of a registered practitioner you will be answeringcalls from callers who may be open, or previously known to PCNFT or amember of the public & signpost the calls to most appropriate service, asidentified by their clinical need. To be able to deescalate calls which maybe aggressive & threatening inmanner or emotive in content. To be able to remain calm, focused & professional when under pressure,whilst listening to potentially a very distressed caller. To ensure effective written & verbal communication between the caller,their carers & or other professionals. To have wide understanding of mental illness, & how this may impact onthe caller. To have wide understanding of how to access services, within ourorganisation or external agencies. To understand the importance of, and maintain the need for confidentialityin all contacts by patients, relatives, carers and members of the public. To liaise with wider MDT of the caller, & or partner agencies asappropriate. To be able to take direction from senior registered practitioner. To accurately report and feedback any concerns to the team and or thewider MDT To promote independence & choice by the caller. To maintain adequate records as required by existing procedures, enteringappropriate details on the service users contact sheet/electronic patientrecord as necessary. To attend and actively participate in training sessions. To attend and actively participate in clinical & managerial supervision asper Trust Policy. To contribute to the ongoing development of the service. To contribute to audits as required, providing relevant data as required inline with performance monitoring targets. To appropriately deal with clinical incidents & complaints from patients,relatives, carer & members of the public via line manager in accordancewith Trust policy.This job description is not exhaustive, but is intended to give an overall picture of therole. Other duties within the general scope of the post may be required from time totime. The duties of the post and job description can be reviewed through the agreedprocess.AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3General Duties of all post holders To undertake any other reasonable duty, which is appropriate to the band,when requested by Senior Staff. To be familiar with and comply with all Trust and departmental policies,procedures, protocols and guidelines. To be aware of and work towards the Trusts strategic goals.
Person Specification
Education / Qualifications
Essential
- NVQ Level 3 Care certificate (or equivalent experience) ? Care Certificate (or willingness to work towards).
Experience
Essential
- Experience of undertaking a supportive role within a mental health or care environment. ? Experience working with individuals with mental health needs. ? Experience with working with individuals that maybe in distress.
Desirable
- Experience working within a similar role within a helpline
Knowledge
Essential
- Understanding of mental health issues and how these impact on individuals. ? Understanding of confidentiality & data protection issues. ? Understanding of the mental health system. ? Awareness of local services provision for individuals with mental health needs.
Skills and Abilities
Essential
- Good written & verbal communication skills. ? Able to formulate risk and crisis plan in line with their role and experience. ? Ability to work within their role and responsibility. ? Ability to take guidance from senior members of the team. ? Application Form ? Interview AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3 ? Able to search for information via agreed systems and processes in order to formulate risk and signpost the caller in order to meet their identified need. ? Able to actively listening ? Able to empathise with callers/service users. ? Ability to provide verbal support for the individual caller & sign post appropriately. ? Ability to create innovative solutions to help empower service user. ? Ability to acknowledge diversity & promote anti-discriminatory practice/equal opportunities. ? Ability to act calmly in an emergency & respond in a professional manner to stressful and challenging telephone calls/behaviour. ? Basic IT skills ? Ability to work flexibly and to prioritise workload. ? Ability to work as part of a team
Work Related Circumstances
Essential
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs ? Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies ? Appointments to regulated and controlled activities require an enhanced DBS disclosure.
Person Specification
Education / Qualifications
Essential
- NVQ Level 3 Care certificate (or equivalent experience) ? Care Certificate (or willingness to work towards).
Experience
Essential
- Experience of undertaking a supportive role within a mental health or care environment. ? Experience working with individuals with mental health needs. ? Experience with working with individuals that maybe in distress.
Desirable
- Experience working within a similar role within a helpline
Knowledge
Essential
- Understanding of mental health issues and how these impact on individuals. ? Understanding of confidentiality & data protection issues. ? Understanding of the mental health system. ? Awareness of local services provision for individuals with mental health needs.
Skills and Abilities
Essential
- Good written & verbal communication skills. ? Able to formulate risk and crisis plan in line with their role and experience. ? Ability to work within their role and responsibility. ? Ability to take guidance from senior members of the team. ? Application Form ? Interview AFC 21/7/20 JME-089-20 Support Worker 24hr Helpline Band 3 ? Able to search for information via agreed systems and processes in order to formulate risk and signpost the caller in order to meet their identified need. ? Able to actively listening ? Able to empathise with callers/service users. ? Ability to provide verbal support for the individual caller & sign post appropriately. ? Ability to create innovative solutions to help empower service user. ? Ability to acknowledge diversity & promote anti-discriminatory practice/equal opportunities. ? Ability to act calmly in an emergency & respond in a professional manner to stressful and challenging telephone calls/behaviour. ? Basic IT skills ? Ability to work flexibly and to prioritise workload. ? Ability to work as part of a team
Work Related Circumstances
Essential
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs ? Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies ? Appointments to regulated and controlled activities require an enhanced DBS disclosure.
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
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).
