Job summary
We are looking for an enthusiastic and adaptable Clinical Support Worker (CSW) to work in a Talking Therapies service. 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 talking therapies 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. The post-holder will be office based, 5 days a week in various sites across the Borough of Lewisham.
Main duties of the job
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, booking appointments, 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
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.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Person Specification
Qualifications
Essential
- Undergraduate Degree in a related field - Psychology, Mental health, information sciences, or other health or social sciences
Desirable
- Post graduate Training relevant to mental health (A)
- Further training in therapies (A)
Experience
Essential
- Experience working with a mental health population - voluntary or paid (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 of working with service users (either in person, phone or email) to de-escalate feelings of anxiety, confusion, or frustration (A&I)
Desirable
- Paid work in a psychological therapies service (A&I)
- Experience completing advanced administration tasks in a work or learning setting, such as producing written reports or synthesising data (A&I)
Knowledge and Skills
Essential
- Theoretical knowledge of the problems experienced by and needs of primary care patients with common mental health problems (A&I)
- Theoretical knowledge of methods of assessment and treatment of primary care patients with common mental health problems (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
- Understanding of NHS Talking Therapies/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 disorder and psychosis (A&I)
Person Specification
Qualifications
Essential
- Undergraduate Degree in a related field - Psychology, Mental health, information sciences, or other health or social sciences
Desirable
- Post graduate Training relevant to mental health (A)
- Further training in therapies (A)
Experience
Essential
- Experience working with a mental health population - voluntary or paid (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 of working with service users (either in person, phone or email) to de-escalate feelings of anxiety, confusion, or frustration (A&I)
Desirable
- Paid work in a psychological therapies service (A&I)
- Experience completing advanced administration tasks in a work or learning setting, such as producing written reports or synthesising data (A&I)
Knowledge and Skills
Essential
- Theoretical knowledge of the problems experienced by and needs of primary care patients with common mental health problems (A&I)
- Theoretical knowledge of methods of assessment and treatment of primary care patients with common mental health problems (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
- Understanding of NHS Talking Therapies/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 disorder and psychosis (A&I)
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.
