Mental Health Triage Clinician – NHS 111 Adult Urgent Mental Health

Job overview

We are looking for a motivated and compassionate Mental Health Triage Clinician to join our NHS 111 Adult Urgent Mental Health Service.

This is an exciting opportunity to become part of a supportive and developing team providing a vital service to people who contact NHS 111 with urgent mental health needs.

The role involves completing telephone-based mental health triage, gathering relevant information, identifying risk and need, and supporting people to access the most appropriate service or intervention. You will also use SystmOne and other Trust IT systems to accurately document triage assessments, decisions, outcomes and onward referrals.

We are looking for someone who can communicate well, remain calm under pressure and provide a compassionate, person-centred approach. You will work closely with colleagues across mental health services and other partner agencies to support safe and effective care.

The service operates seven days a week between 08:00 and 20:30, therefore the successful applicant will be required to work flexibly across the rota, including evenings and weekends.

This is a permanent full-time post of 37.5 hours per week.

Main duties of the job

As a Mental Health Triage Clinician, you will be one of the first points of contact for people accessing urgent mental health support through NHS 111.

You will complete telephone-based mental health triage, gathering relevant information to understand the person’s current presentation, level of need, risk and any immediate concerns. You will use this information to support safe decision-making and ensure people are directed to the most appropriate service or support.

The role will involve identifying and responding to concerns around mental health risk, safeguarding, physical health, social circumstances, medication, substance use and available support networks.

You will use relevant Trust IT systems to accurately document triage assessments, risk information, decisions, outcomes, safety advice and onward referrals in a clear and timely way.

You will work closely with colleagues across urgent mental health services, and other partner agencies where appropriate, supporting effective communication and continuity of care.

You will be expected to recognise when concerns require escalation and follow agreed Trust policies, procedures and clinical pathways.

The service operates from 08:00 to 20:30, seven days a week, and the successful applicant will be required to work flexibly across the rota, including evenings and weekends.

Detailed job description and main responsibilities

The Mental Health Triage Clinician will work within the NHS 111 Adult Urgent Mental Health Service, providing timely, compassionate and person-centred telephone-based mental health triage to adults accessing urgent mental health support through NHS 111.

The post holder will be expected to work confidently within a busy telephone-based service, using effective communication, information gathering and decision-making skills to understand the needs of each person and support an appropriate and safe outcome.

Key responsibilities will include:

• Receiving and responding to referrals and contacts through the NHS 111 Adult Urgent Mental Health pathway.
• Completing structured telephone-based mental health triage to establish the person’s current presentation, level of need, urgency and any immediate concerns.
• Gathering relevant information including current mental health presentation, previous mental health history, physical health, medication, substance use, social circumstances, safeguarding concerns and available support networks.
• Reviewing available clinical records and previous contacts where appropriate to support informed and safe decision-making.
• Identifying and responding appropriately to risks relating to mental health deterioration, self-neglect, vulnerability, safeguarding, risk to others and other immediate concerns, escalating in accordance with agreed service pathways and Trust procedures.
• Considering the potential impact of physical health on a person’s mental health presentation and ensuring physical health concerns are recognised and appropriately escalated.
• Providing clear advice, reassurance and appropriate safety information to people contacting the service, while maintaining a compassionate and respectful approach.
• Supporting people to access the most appropriate service based on their presenting needs. This may include liaison or onward referral to Crisis Resolution and Home Treatment Teams, Community Mental Health Teams, primary care, emergency services and other relevant health, social care and voluntary sector services.
• Recognising when a presentation requires urgent escalation and seeking support from senior or registered clinicians in line with the NHS 111 Adult Urgent Mental Health Service pathways and the post holder’s scope of practice.
• Liaising effectively with carers, relatives and other professionals where appropriate, while maintaining confidentiality, consent and information-governance requirements.
• Working collaboratively with colleagues across NHS 111, mental health services, primary care, ambulance services, emergency departments, police, social care and other partner agencies to support safe and coordinated care.
• Using Trust IT systems to accurately document all triage assessments, presenting concerns, risk information, decisions, actions, advice provided, referrals and outcomes.
• Ensuring that clinical documentation is clear, accurate, contemporaneous and completed in accordance with Trust record-keeping and information-governance standards.
• Managing calls and workload effectively within a busy service while maintaining a calm, professional and compassionate approach, including when supporting people who may be distressed, anxious or experiencing a deterioration in their mental health.
• Following agreed NHS 111 Adult Urgent Mental Health Service standard operating procedures, clinical pathways, safeguarding procedures and Trust policies.
• Participating in clinical supervision, team meetings, training, reflective practice and continuing professional development appropriate to the role.
• Contributing to service development, audit, quality improvement and learning from incidents, complaints and feedback to support continuous improvement within the service.
• Promoting a culture of dignity, respect, equality and person-centred care, recognising the individual needs and circumstances of people accessing the service.
• Supporting effective communication and positive working relationships within the team and across the wider urgent mental health pathway.

The NHS 111 Adult Urgent Mental Health Service operates seven days a week between 08:00 and 20:30. The post holder will therefore be required to work flexibly across the service rota, including evenings and weekends, in accordance with service requirements.

The post holder will be expected to work within the boundaries of the Band 5 Mental Health Triage Clinician role, recognising their own level of competence and seeking appropriate clinical support or escalation when required.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.