NHS 111 Clinical Call Handler

Job overview

The NHS 111 line is a national requirement to provide a three-digit emergency number for mental health. The post holder will be required to effectively engage and manage complex calls from young people, parents/carers and other professionals. The post holder will be a valued team member and be supported by clinicians in the management of challenging calls. As the service is exclusively telephone based, due to the nature of calls, there is no remote working.

Calls are received from the geographical locations of Kent & Medway only.

Main duties of the job

• To be primarily responsible for handling incoming NHS 111 mental health calls
• Determine identity of the caller and open referrals to the service
• Demonstrate active listening to accurately record information and provide appropriate advice and signposting.
• De-escalate anxiety, tensions and provide solutions to current concerns over seen and supported by trained clinicians.

Detailed job description and main responsibilities

• Active listening skills in order to document current concerns.
• Demonstrate empathy and understanding
• Be able to de-escalate concerned callers
• Have insight and ability to be able to engage effectively with Children and Young People who may be in acute distress.
• To be computer literate and encourage implementation of the Trust’s IM&T Strategy.
• To ensure accurate recording of actions, and updating patient’s records, always maintaining confidentiality.
• The post holder will input and maintain, appropriate computer and manual clinical records and statistical data and provide this to the Service Manager/Head of Service when necessary.
• The post-holder will engage in relevant computer and IT training as required.
• To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects.
• To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager.

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.

Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.