Mental Health Advisor

Job overview

Do you have excellent listening skills, enjoy solving problems and genuinely want to make a difference in the lives of others supporting people in mental health crisis? If so, come and join our Mental Health advisor team! We are launching the national 111, option 2 for mental health and the role of Mental Health Advisor may be the perfect fit for you!

Our new 111 press 2 for Mental Health service will support patients in crisis across the Durham Tees Valley area to be able to access mental health care by calling the NHS 111 number then pressing option two. Patients will then be able to talk to a mental health advisor and if needed with the Mental Health Crisis Line, Community mental health teams or mental health hubs throughout the area.

As an NHS 111 press 2, Mental Health Advisor, you will be the first point of contact for people who are struggling with their mental health. You will provide reassurance and comfort. You will provide basic advice and health information to patients calling 111, supporting callers to access the appropriate level of care.

Main duties of the job

This is a job where you can truly make a positive impact. It will challenge you and help you grow as a person. You will need to be resilient, to think on your feet and be quick to adapt to changing situations. You will need to be empathetic and patient, able to understand and connect with people who are going through some of the most difficult moments of their lives. You will be part of a supportive and encouraging team that is constantly learning and growing, and you will be given opportunities to develop new skills and take on new challenges.

You will work collaboratively with partner agencies to support patients who need onward support and will be able to refer directly into secondary care services such as local Crisis Resolution and Home Treatment Teams for those who need an urgent assessment. This will ensure there is an easier, smoother way for patients to get support for their mental health.

You will work as part of a team of people who have a passion for helping those in crisis, where no two days are the same. Experience within mental health or customer service setting is desirable however you do not require any medical knowledge, and full training in managing calls, supporting patients during a crisis and the use of our systems will be provided.

Detailed job description and main responsibilities

As a Mental Health Advisor for Tees, Esk & Wear Valleys NHS Foundation Trust you will be the first contact for patients, carers, professionals and other callers who are contacting services with an urgent mental health need, 24hrs a day, covering a 7 day service.

You will use screening pathways to record patient demographics and clinical information to assess their condition and ensure that they are directed to the most appropriate healthcare professional or service to support callers to access the appropriate level of care.

You will be compassionate in meeting the needs of patients and their carers and will, at all times, promote a positive image of people with mental health conditions and learning disabilities.

You will ensure that calls that are received are appropriately assessed to ensure that callers are directed to the most appropriate health care professional.

You will deliver high quality, safe and clinically effective healthcare over the telephone following appropriate pathways, communicating effectively with callers in critical situations or about areas of concern.

Please refer to the attached job description and person specification for further detailed information to ensure that you meet the role criteria before applying.