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Telephone Triage & Assessment
- Conduct telephone assessments of individuals who are experiencing mental health difficulties, identifying the severity of the issues, and making recommendations for appropriate interventions.
- Gather relevant clinical information to support the triage process and ensure the right care pathway is identified.
- Use clinical judgement to assess risk, including but not limited to self-harm, suicidality, and violence to self or others.
Crisis Management
- Provide crisis intervention and support to individuals who are in immediate mental health distress, offering reassurance, guidance, and appropriate next steps.
- De-escalate urgent mental health situations via telephone to prevent escalation and promote safety.
Referral & Signposting
- Identify the most suitable service or intervention required (e.g., emergency services, local community teams, crisis teams, or mental health services).
- Make timely and appropriate referrals to other healthcare professionals, services, or agencies as necessary, ensuring continuity of care.
Risk Management
- Assess and manage clinical risk, ensuring that any concerns around safety or safeguarding are escalated in accordance with local policies and procedures.
- Document all risk assessments and actions taken clearly and accurately, adhering to organisational guidelines and professional standards.
Clinical Documentation
- Maintain accurate and up-to-date records of all telephone assessments, interventions, and referrals, ensuring compliance with confidentiality and data protection regulations (e.g., GDPR).
- Collaboration
- Work closely with multidisciplinary teams (e.g., psychiatrists, psychologists, social workers, community mental health nurses) to ensure that patients are directed to the appropriate services.
- Provide a clear handover of care for patients requiring further face-to-face assessment or treatment.
Clinical Supervision and Development
- Participate in regular clinical supervision to ensure that best practice is followed and to support ongoing professional development.
- Engage in continuous professional development activities and training to maintain and enhance clinical knowledge and skills.
Essential Qualifications & Experience
- Registered Mental Health Nurse (RMN), Occupational Therapist (OT), Social Worker, or other relevant mental health qualification.
- Experience in mental health settings, including crisis intervention, telephone triage, or direct clinical practice.
- Understanding of mental health legislation (e.g., the Mental Health Act, safeguarding procedures).
- Knowledge and experience of risk assessment and management in a mental health context.
- Clear communication skills and the ability to provide effective telephone-based support in a calm and empathetic manner.
Desirable Skills
- Experience in telephone triage or telephone-based mental health assessments.
- Experience working in a crisis or urgent care environment.
- Knowledge of local mental health services and how to navigate the healthcare system for referrals and signposting.
Personal Attributes
- Empathetic, compassionate, and non-judgemental approach to supporting individuals in crisis.
- Ability to remain calm under pressure and manage complex, high-stress situations effectively.
- Strong problem-solving skills and the ability to think critically and quickly.
- Excellent teamwork skills with the ability to collaborate effectively with other healthcare professionals.
- Organised and efficient, with the ability to manage a varied and potentially high volume of cases.
