Job summary
This post of the Mental Health Advisor is multifaceted and holds the potential to create a positive and lasting impact on the mental well-being of individuals and communities.
The post holder will provide support, and advocacy, as well as contribute to building an excellent service by representing the Trust's values and demonstrating them in their day to day interface with the public. This will be achieved through their role at the reception at Goodmayes hospital and the switchboard team.
To support the team leader in delivering a consistent and coordinated approach to the operational management off switchboard an reception undertaking these duties on a rotational basis.
Main duties of the job
To provide general assistance to patients staff and visitors [including contractors] either in person or via telephone projecting a positive and friendly image of the Trust at all times
To provide a polite friendly and professional service at all times, dealing with all inquiries both on the phone and at reception in a helpful and friendly manner, demonstrating adherence to good customer care.
To use judgement and discretion when necessary, referring complex matters to relevant senior members of staff and taking messages where necessary
To ensure that all relevant policies and protocols are fully implemented an adhere to at all times.
The post holder will be expected to support the trust in providing an excellent service delivery by incorporating the trust values into their day-to-day role.
There are numerous benefits for working for NELFT.
NELFT is committed to employing a diverse workforce and is committed to Just and compassionate culture.
About us
COVID-19 Vaccination
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff, and their families.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process, new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop-in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
High-Cost Area Supplement - London
This post also attracts payment for High-Cost Area Supplement of 15% of the basic salary (minimum payment of £4,313 and a maximum payment of £5,436).
Job description
Job responsibilities
Switchboard
- To respond to both internal and external call to the Trust's 24 hour helpline for callers who may be experiencing mental health distress/emotional crisis
- To answer all phone calls within the specified timeframes and in accordance with Trust policy and procedures
- Provide a calm professional approach utilising mental health direct algorithms to triage calls and transfer/ signpost calls efficiently and successfully to the right team.
- Post holder to have competencies to deal with callers who are distressed and be able to calm a situation elicit vital information and pay particular attention to issues of safeguarding, self-harm harm to others or other associated risks of vulnerability.
- To keep a record of calls and pass/ escalate appropriate information to relevant professional staff member or clinical team.
- Always maintain a high standard of professional behaviour and courtesy.
RECEPTION
- To operate the main entrance (airlock) entry system to Sunflowers court, receiving authorised visitors to the building, directing them to the required services.
- To report any breach of security to the appropriate person new line to issue and receive keys and bleeps to persons identified an authorised to receive them
- To greet and assist patients in accordance to the Standard Operating Procedure for assessments/ admissions and mental health walk-ins.
If you are an overseas qualified nurse and wanting to start your journey to becoming a UK based registered nurse with the NMC, you can check whether you are eligible to be supported through our Capital Nurse consortium. Please visit; https://www.capitalnurselondon.co.uk/how-to-apply/. Whilst NELFT is happy to welcome overseas nurses we are unable to consider your application directly. You should submit your interest and apply through the Capital Nurse London group.
Job description
Job responsibilities
Switchboard
- To respond to both internal and external call to the Trust's 24 hour helpline for callers who may be experiencing mental health distress/emotional crisis
- To answer all phone calls within the specified timeframes and in accordance with Trust policy and procedures
- Provide a calm professional approach utilising mental health direct algorithms to triage calls and transfer/ signpost calls efficiently and successfully to the right team.
- Post holder to have competencies to deal with callers who are distressed and be able to calm a situation elicit vital information and pay particular attention to issues of safeguarding, self-harm harm to others or other associated risks of vulnerability.
- To keep a record of calls and pass/ escalate appropriate information to relevant professional staff member or clinical team.
- Always maintain a high standard of professional behaviour and courtesy.
RECEPTION
- To operate the main entrance (airlock) entry system to Sunflowers court, receiving authorised visitors to the building, directing them to the required services.
- To report any breach of security to the appropriate person new line to issue and receive keys and bleeps to persons identified an authorised to receive them
- To greet and assist patients in accordance to the Standard Operating Procedure for assessments/ admissions and mental health walk-ins.
If you are an overseas qualified nurse and wanting to start your journey to becoming a UK based registered nurse with the NMC, you can check whether you are eligible to be supported through our Capital Nurse consortium. Please visit; https://www.capitalnurselondon.co.uk/how-to-apply/. Whilst NELFT is happy to welcome overseas nurses we are unable to consider your application directly. You should submit your interest and apply through the Capital Nurse London group.
Person Specification
Qualifications
Essential
- NVQ level 2 or equivalent standard of literacy and numeracy
Experience
Essential
- Experience of working with people with mental health difficulties
- Experience of working with members of the public
Desirable
- Experience of working within an NHS setting
- Experience in telecommunications processes
Knowledge
Essential
- Mental health First Aid or willgness to undertake training
- Effective Customer care
- Awareness of the needs of different customers
- An understanding of the need to exercise discretion and confidentiality
Skills
Essential
- Basic awareness of IT and IT skills
- To have good interpersonal skills and ability to relate to others
- To have good communication skills to respond to a variety of staff, service users / carers needs and requests
- Ability to remain calm in a crisis
- Ability to deal with conflict and difficulties arising from distressed and emotional service users or carers.
- Ability to use keyboard, VDU or telephone equipment for substantial proportion of each day
Person Specification
Qualifications
Essential
- NVQ level 2 or equivalent standard of literacy and numeracy
Experience
Essential
- Experience of working with people with mental health difficulties
- Experience of working with members of the public
Desirable
- Experience of working within an NHS setting
- Experience in telecommunications processes
Knowledge
Essential
- Mental health First Aid or willgness to undertake training
- Effective Customer care
- Awareness of the needs of different customers
- An understanding of the need to exercise discretion and confidentiality
Skills
Essential
- Basic awareness of IT and IT skills
- To have good interpersonal skills and ability to relate to others
- To have good communication skills to respond to a variety of staff, service users / carers needs and requests
- Ability to remain calm in a crisis
- Ability to deal with conflict and difficulties arising from distressed and emotional service users or carers.
- Ability to use keyboard, VDU or telephone equipment for substantial proportion of each day
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).
