Job summary
This is an exciting opportunity for two full-time and one part-time Mental Health Administrator to join our dynamic and evolving Mental Health Acute Crisis Response Service. These roles are integral to the continued development and delivery of high-quality mental health care within our community.
The successful candidates will take on the role of Associate Mental Health Practitioner, working within the Integrated Crisis Assessment Hub based at Goodmayes Hospital. This is a fast-paced, high-impact environment where your contribution will directly support individuals experiencing acute mental health crises.
As a key member of the team, you will be responsible for:
Triaging crisis calls received by the service, ensuring timely and appropriate responses.
Collaborating closely with senior mental health clinicians to manage urgent referrals and coordinate care.
Maintaining accurate records and supporting administrative functions that are vital to the smooth operation of the service.
We are seeking dynamic, proactive, and enthusiastic individuals with strong administrative skills and a genuine interest in mental health care. Ideal candidates will:
Demonstrate excellent organisational and communication skills.
Thrive under pressure and be able to manage competing demands effectively.
Be confident in working independently while also being a strong team player.
Have a minimum of 6 months experience in mental health care delivery or a related healthcare setting.
Main duties of the job
The Associate Mental Health Practitioner will work to support the service as directed to provide and support smooth transitions between teams and a high level of experience for the person in crisis.
The Associate Practitioner will demonstrate robust assessment, risk assessment and management skills and possess sound decision-making skills for people in a mental health crisis and will formulate crisis safety plans under the guidance of registered clinicians.
They will demonstrate an understanding of a range of brief interventions and be able to provide robust physical health checks or be willing to undertake training to do so. They will be expected to work under supervision, with adherence to Trust procedures and policies, and to employ value-based and socially inclusive practice.
Key Responsibilities:
Taking calls from patients and carers with all levels and complexities of Mental Health needs
Triaging calls ensuring they are dealt with by the most appropriate professional.
Provision of a high quality Mental Health crisis support line
Meeting the key performance indicators set for answering calls
Liaise with other professionals and agencies as appropriate to support the person in crisis
About us
Our Values 2025 - 2030
Working with our colleagues, patients and carers we have co-produced three new values that we aim to embed within our culture here at NELFT.
They are:
- We are kind.
- We are respectful.
- We work together with our communities.
These three values help us tostrive to provide the best care by the best people.
Probationary Period
This post will be subject to a probationary period.
Starting with Us
NELFT places great importance on new starters being properly welcomed into the Trust. All new starters will join the Trust on the first Monday of each month and undertake a comprehensive induction of up to two weeks, including mandatory training, systems training and the allocation of equipment. As part of the process, new starters will also have the opportunity to meet the executive team, senior managers, and attend several 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 - Outer London
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,714 to a maximum of £5,941 p.a. pro rata for part time).
Job description
Job responsibilities
Clinical
- Triage all calls coming through to the NELFT centralised Hub and NHS 111 crisis line.
- Signposting callers to other Trust services where appropriate referring patients and carers to appropriate downstream mental health and support services.
- Seek advice and support with regard to escalating concerns about an individual user:
- Seek and document advice from a qualified mental health practitioner in order to continue the call
- Be clear at which point to hand-off the call to a qualified mental health practitioner in order to continue the call based on details already gathered
- To ensure that all callers are welcomed in a courteous manner
- To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all onward referrals are completed in a timely and accurate manner which may often involve dealing with difficult and distressed patients on the phone
Administration
- Search for existing patient record on RiO if known
- Completing the triage form for each call.
- Liaise with other mental health staff, professionals, agencies and organisations
Human Resources
To be in receipt of and engage with clinical and management supervision and to use this to reflect on clinical practice.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Please apply as soon as possible as some posts close early to limit the number of applications.
Certificates of Sponsorship
Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points-based system. When calculating the basic salary for sponsorship, HCAS (High-Cost Area Supplement) is not included to ensure fairness and consistency within our Trust.
Use of AI
Please see attached document regarding acceptable use of AI during the recruitment process.
Performance and Quality
Answering calls in a timely manner
Adhere to all Trust policies with regards to Information Technology, confidentiality etc.
To demonstrate initiative, diplomacy and tact when dealing with urgent service user calls to the team (often at a point of crisis from other professionals)
To maintain the need for confidentiality of service users and professional information
To implement Trust and team policies/procedures and propose changes to practices if necessary.
Use a range of software packages to log, maintain and update requests/issues and updates.
Be trained in customer care and brief interventions and be able to direct patient calls to the qualified mental health practitioner or, Emergency Services
Ensuring that the service core standards are adhered to
Be proficient in the use of the telephony system
Job description
Job responsibilities
Clinical
- Triage all calls coming through to the NELFT centralised Hub and NHS 111 crisis line.
- Signposting callers to other Trust services where appropriate referring patients and carers to appropriate downstream mental health and support services.
- Seek advice and support with regard to escalating concerns about an individual user:
- Seek and document advice from a qualified mental health practitioner in order to continue the call
- Be clear at which point to hand-off the call to a qualified mental health practitioner in order to continue the call based on details already gathered
- To ensure that all callers are welcomed in a courteous manner
- To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all onward referrals are completed in a timely and accurate manner which may often involve dealing with difficult and distressed patients on the phone
Administration
- Search for existing patient record on RiO if known
- Completing the triage form for each call.
- Liaise with other mental health staff, professionals, agencies and organisations
Human Resources
To be in receipt of and engage with clinical and management supervision and to use this to reflect on clinical practice.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Please apply as soon as possible as some posts close early to limit the number of applications.
Certificates of Sponsorship
Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points-based system. When calculating the basic salary for sponsorship, HCAS (High-Cost Area Supplement) is not included to ensure fairness and consistency within our Trust.
Use of AI
Please see attached document regarding acceptable use of AI during the recruitment process.
Performance and Quality
Answering calls in a timely manner
Adhere to all Trust policies with regards to Information Technology, confidentiality etc.
To demonstrate initiative, diplomacy and tact when dealing with urgent service user calls to the team (often at a point of crisis from other professionals)
To maintain the need for confidentiality of service users and professional information
To implement Trust and team policies/procedures and propose changes to practices if necessary.
Use a range of software packages to log, maintain and update requests/issues and updates.
Be trained in customer care and brief interventions and be able to direct patient calls to the qualified mental health practitioner or, Emergency Services
Ensuring that the service core standards are adhered to
Be proficient in the use of the telephony system
Person Specification
Experience
Essential
- Minimum of 6 months experience working in mental health care delivery or a related healthcare setting.
- Proven ability to work in a high-pressure environment, ideally within crisis or acute care services.
Skills and Abilities
Essential
- Strong administrative and organisational skills, with the ability to manage multiple tasks and priorities efficiently.
- Excellent verbal and written communication skills, including the ability to communicate sensitively with individuals in distress.
- Competence in triaging calls, assessing urgency, and escalating appropriately.
- Ability to work collaboratively with multidisciplinary teams, including senior mental health clinicians.
- Proficiency in using electronic patient record systems and standard office software (e.g., Microsoft Office Suite).
oPersonal Attributes
Essential
- Proactive, enthusiastic, and resilient with a flexible approach to work.
- Demonstrates empathy, professionalism, and discretion when handling confidential information.
- Commitment to high standards of care and continuous service improvement.
Other
Desirable
- Experience working in a crisis response or acute mental health setting.
- Knowledge of local mental health services and referral pathways.
- Training in mental health first aid, safeguarding, or risk assessment.
- Familiarity with NHS policies and procedures related to mental health care.
Person Specification
Experience
Essential
- Minimum of 6 months experience working in mental health care delivery or a related healthcare setting.
- Proven ability to work in a high-pressure environment, ideally within crisis or acute care services.
Skills and Abilities
Essential
- Strong administrative and organisational skills, with the ability to manage multiple tasks and priorities efficiently.
- Excellent verbal and written communication skills, including the ability to communicate sensitively with individuals in distress.
- Competence in triaging calls, assessing urgency, and escalating appropriately.
- Ability to work collaboratively with multidisciplinary teams, including senior mental health clinicians.
- Proficiency in using electronic patient record systems and standard office software (e.g., Microsoft Office Suite).
oPersonal Attributes
Essential
- Proactive, enthusiastic, and resilient with a flexible approach to work.
- Demonstrates empathy, professionalism, and discretion when handling confidential information.
- Commitment to high standards of care and continuous service improvement.
Other
Desirable
- Experience working in a crisis response or acute mental health setting.
- Knowledge of local mental health services and referral pathways.
- Training in mental health first aid, safeguarding, or risk assessment.
- Familiarity with NHS policies and procedures related to mental health care.
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
