Hertfordshire Partnership University NHS Foundation Trust

Support Worker - First response team

The closing date is 12 November 2025

Job summary

The First Response Service supports people experiencing a mental health crisis providing 24-hour access, seven days a week, 365 days a year, to mental health care, advice, support and treatment.

The service is for people who are over the age of 18.

You will rotate between working in the Crisis Response Hub assisting the First Response Clinicians to undertake telephone triages for people experiencing a mental health crisis and working in conjunction with the First Response Clinicians to undertake face to face mental health assessments in a variety of settings, facilitating access to appropriate mental health services and non-statutory services.

Main duties of the job

To be the first point of contact for telephone referrals into the Crisis Response Hub, establishing the nature of the communication, analysing the information, using judgement, knowledge and questioning skills to determine within the agreed pathways the most appropriate action in the circumstances presented.

To identify an immediate life threatening or crisis condition using the agreed pathways and transferring the referral to the First Response Clinician in a timely manner.

To enter appropriate minimum data set on Service User Electronic Patient Record System, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.

To assist the First Response Clinician to undertake telephone triage for people who are experiencing a mental health crisis, facilitating access of service users to appropriate mental health services or sign posting to voluntary/non statutory community services.

To assist the First Response Clinician to undertake face to face assessments in a variety of settings of people who are experiencing a mental health crisis, supporting the service users, their families/support networks during this process.

About us

Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from theCare Quality Commission

Our family of over 4,000 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Welcoming. Kind. Positive. Respectful. Professional.

Date posted

29 October 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,860 to £31,671 a year Per annum, Pro rata (5% HCAS Included)

Contract

Permanent

Working pattern

Full-time

Reference number

367-A&UC-9835

Job locations

King Fisher Court

Harper Lane

Radlett

WD7 9HQ

Job description

Job responsibilities

To contribute to multi-disciplinary discussions/case conferences/reviews.

To maintain accurate, confidential records of patient activity, writing reports and letters, by recording information on the Trust Electronic Patient Record.

To accurately pass on relevant verbal and written messages as appropriate.

To be competent in the use of the telephone, computer systems and printing machines and be able to transfer calls internally and to other statutory/voluntary organisations.

To attend and participate in handovers and other staff meetings as required.

To report and document incidents and complaints to the First Response Service Team Leader as set out in the Trust policy.

To liaise with and maintain good working relationships with other professionals e.g. team colleagues, community mental health workers, GPs, police, social services, inpatient areas.

Please read the attached for an more indepth Person and Job Description before applying