Job summary
Job purpose:
We are looking for an enthusiastic and adaptable Clinical Support Worker (CSW). The role is a combined clinical and administrative role. Duties will include: screening incoming referrals; conducting telephone assessments to gather clinical information and progress referrals; proactively helping service users access treatment by making contact and responding to queries; managing waiting lists for a specific care pathway; assisting with administration, data entry and clerical tasks, as well as being the first point of contact for service users and professionals by phone, email and other mediums.
The post holder will work within the overall framework of the team and adhere to the team policies and procedures. They will be supported by regular supervision with a qualified clinician. This opening is ideal for people that are planning a career in psychological therapies and are keen to develop experience in working with adults presenting with common mental health problems. The CSW role is often a route into the Psychological Wellbeing Practitioner (PWP) postgraduate training course or apprenticeship scheme. We are looking for candidates who demonstrate commitment to this area of work, who would like to progress from the CSW role to the PWP training roles and we will be supportive of this process. The post-holder will be based in various sites across the Borough of Lewisham and will also work from home.
Main duties of the job
Key Responsibilities:
1. CLINICAL
1.1. Screening incoming referrals to consider suitability for the service based on established criteria
1.2. Proactively engaging service users to help them access treatment by initiating contact and responding to queries
1.3. Conducting telephone assessment calls to gather clinical information and progress referrals
1.4. Managing waiting lists for a specific care pathway, ensuring co-ordination with clinicians and team leads
1.5. Acting as the first point of contact for service users and professionals by phone, email and other medium.
2. ADMINISTRATIVE
2.1. To be responsible for workshop admin tasks, including contacting clients who have not attended, reviewing clients post-workshop and following the service procedures
2.2. To collect and analyse data such as performance figures or service user feedback
2.3. To assist in the design and management of electronic spreadsheets and databases as required
2.4. To deal professionally with telephone/email enquiries, using initiative to take follow up actions when appropriate and help to reassure patients, who may be distressed and confused, in a tactful manner
4. PROFESSIONAL
4.1 The post-holder will work with people with different cultural backgrounds and ages, using interpreters when necessary and should be committed to equal opportunities.
4.2. Ensure that client confidentiality is protected at all times.
4.3. Attend supervision on a regular basis as agreed with Manager.
About us
About South London and Maudsley:
South London and Maudsley NHS Foundation Trust (SLaM) provide the widest range of NHS mental health services in the UK.
SLaM employ around 5000 staff and serve a local population of 1.1 million people. We have more than 230 services including inpatient wards, outpatient and community services. Currently, provide inpatient care for approximately 5,300 people each year and treat more than 45,000 patients in the community.
By coming to work at SLaM, you will gain experience of being part of an organisation with a rich history and international reputation in mental health care. You will have access to professional development and learning opportunities, and have the chance to work alongside people who are world leaders in their field.
This job description will be subject to regular review and adjustment.
Job description
Job responsibilities
Personal Specification:
Each requirement will either be identified through the candidates application form (A) or interview (I).
Qualifications
Essential Requirements
Maths and English GCSE grade C or above,
or Functional Skills Level 2
Level 5 equivalence:
o diploma of higher education (DipHE)
o foundation degree
o higher national diploma (HND)
o level 5 award
o level 5 certificate
o level 5 diploma
o level 5 NVQ
Desirable Requirements A Bachelors degree with Honours in Psychology or a similar field (A) Training relevant to mental health (A) An academic qualification in a field relevant to mental health (A)
Experience
Essential Requirements
Experience working with a diverse mental
health population voluntary or paid
(A&I) Desirable Requirements Clinical experience (A&I) Paid work in a psychological therapies service (A&I)
Demonstrated experience in a fast-paced role that required advanced organisation and communication skills and use of initiative to autonomously troubleshoot and resolve varied problems (A&I) Experience that supports working with service users via phone and email to de-escalate feelings of anxiety, confusion, or frustration (A&I) Experience completing advanced administration tasks such as producing written reports or synthesising data (A&I)
Knowledge / Skills
Essential Requirements
Theoretical knowledge of the problems
experienced by and needs of primary care
patients with common mental health
problems and of methods of assessment
and treatment (A&I)
Awareness of diversity issues (A&I)
Well-developed verbal skills including
telephone skills. Written communication
skills that enable communicating complex
or sensitive information to clients, families
and colleagues (A&I)
Well-developed IT skills (A&I)
Ability to organise a variety of tasks and
prioritise workload to carry out
responsibilities efficiently and effectively
(A/I)
Ability to manage emotionally stressful
situations such as working with victims of
abuse or trauma, or with people who
engage in self-harming behaviour (A&I)
Ability to manage verbal aggression and
hostility directed at self (A&I)
A flexible approach and willingness to adapt
to a changing timetable (A&I)
Desirable Requirements Understanding of IAPT stepped care services (A&I) Theoretical knowledge of the problems experienced by, and needs of patients with more complex mental health problems such as bipolar disorder, personality di
Job description
Job responsibilities
Personal Specification:
Each requirement will either be identified through the candidates application form (A) or interview (I).
Qualifications
Essential Requirements
Maths and English GCSE grade C or above,
or Functional Skills Level 2
Level 5 equivalence:
o diploma of higher education (DipHE)
o foundation degree
o higher national diploma (HND)
o level 5 award
o level 5 certificate
o level 5 diploma
o level 5 NVQ
Desirable Requirements A Bachelors degree with Honours in Psychology or a similar field (A) Training relevant to mental health (A) An academic qualification in a field relevant to mental health (A)
Experience
Essential Requirements
Experience working with a diverse mental
health population voluntary or paid
(A&I) Desirable Requirements Clinical experience (A&I) Paid work in a psychological therapies service (A&I)
Demonstrated experience in a fast-paced role that required advanced organisation and communication skills and use of initiative to autonomously troubleshoot and resolve varied problems (A&I) Experience that supports working with service users via phone and email to de-escalate feelings of anxiety, confusion, or frustration (A&I) Experience completing advanced administration tasks such as producing written reports or synthesising data (A&I)
Knowledge / Skills
Essential Requirements
Theoretical knowledge of the problems
experienced by and needs of primary care
patients with common mental health
problems and of methods of assessment
and treatment (A&I)
Awareness of diversity issues (A&I)
Well-developed verbal skills including
telephone skills. Written communication
skills that enable communicating complex
or sensitive information to clients, families
and colleagues (A&I)
Well-developed IT skills (A&I)
Ability to organise a variety of tasks and
prioritise workload to carry out
responsibilities efficiently and effectively
(A/I)
Ability to manage emotionally stressful
situations such as working with victims of
abuse or trauma, or with people who
engage in self-harming behaviour (A&I)
Ability to manage verbal aggression and
hostility directed at self (A&I)
A flexible approach and willingness to adapt
to a changing timetable (A&I)
Desirable Requirements Understanding of IAPT stepped care services (A&I) Theoretical knowledge of the problems experienced by, and needs of patients with more complex mental health problems such as bipolar disorder, personality di
Person Specification
Qualifications
Essential
- Level 5 equivalence: o diploma of higher education (DipHE) o foundation degree o higher national diploma (HND) o level 5 award o level 5 certificate o level 5 diploma o level 5 NVQ
- Math's and English GCSE grade C or above, or Functional Skills Level 2
Desirable
- A Bachelor's degree with Honours in Psychology or a similar field
- Training relevant to mental health
- An academic qualification in a field relevant to mental health
Experience
Essential
- Experience working with a diverse mental health population - voluntary or paid
- Demonstrated experience in a fast-paced role that required advanced organisation and communication skills and use of initiative to autonomously troubleshoot and resolve varied problems
- Experience that supports working with service users via phone and email to de-escalate feelings of anxiety, confusion, or frustration
Desirable
- Experience completing advanced administration tasks such as producing written reports or synthesising data
- Paid work in a psychological therapies service
Knowledge/Skills
Essential
- Theoretical knowledge of the problems experienced by and needs of primary care patients with common mental health problems and of methods of assessment and treatment
- Awareness of diversity issues
- Well-developed IT skills and verbal skills including telephone skills. Written communication skills that enable communicating complex or sensitive information to clients, families and colleagues
- Ability to organise a variety of tasks and prioritise workload to carry out responsibilities efficiently and effectively
- Ability to manage emotionally stressful situations such as working with victims of abuse or trauma, or with people who engage in self-harming behaviour
Desirable
- Understanding of IAPT stepped care services
Person Specification
Qualifications
Essential
- Level 5 equivalence: o diploma of higher education (DipHE) o foundation degree o higher national diploma (HND) o level 5 award o level 5 certificate o level 5 diploma o level 5 NVQ
- Math's and English GCSE grade C or above, or Functional Skills Level 2
Desirable
- A Bachelor's degree with Honours in Psychology or a similar field
- Training relevant to mental health
- An academic qualification in a field relevant to mental health
Experience
Essential
- Experience working with a diverse mental health population - voluntary or paid
- Demonstrated experience in a fast-paced role that required advanced organisation and communication skills and use of initiative to autonomously troubleshoot and resolve varied problems
- Experience that supports working with service users via phone and email to de-escalate feelings of anxiety, confusion, or frustration
Desirable
- Experience completing advanced administration tasks such as producing written reports or synthesising data
- Paid work in a psychological therapies service
Knowledge/Skills
Essential
- Theoretical knowledge of the problems experienced by and needs of primary care patients with common mental health problems and of methods of assessment and treatment
- Awareness of diversity issues
- Well-developed IT skills and verbal skills including telephone skills. Written communication skills that enable communicating complex or sensitive information to clients, families and colleagues
- Ability to organise a variety of tasks and prioritise workload to carry out responsibilities efficiently and effectively
- Ability to manage emotionally stressful situations such as working with victims of abuse or trauma, or with people who engage in self-harming behaviour
Desirable
- Understanding of IAPT stepped care services
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).
