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Job overview
We are looking for a clinically credible and operationally confident leader to join the new Crisis Access Hub as Band 7 Team Manager. This is a working Team Manager role within the Crisis Pathway Redesign Programme. The Hub provides telephone and electronic referral screening, prioritisation, signposting and onward routing across Kingston, Merton, Richmond, Sutton and Wandsworth. It does not provide face-to-face assessment, home visits or treatment. This is not a protected management or Monday to Friday 9am to 5pm role. The post holder will work shifts, be routinely in the numbers and undertake clinical screening activity alongside operational management duties.
Main duties of the job
The post holder will provide day-to-day operational management of the Crisis Access Hub while also working clinically within the screening function. You will oversee safe staffing, demand, referral flow, escalation, performance and quality during shifts, while contributing directly to referral screening and pathway decision-making. You will monitor response to screening times daily, take action to support delivery of the 1-hour target, and use data, audit, incidents and feedback to drive improvement. You will line manage staff, support supervision and wellbeing, and ensure Band 6 and Band 7 practitioners work within clear roles and escalation arrangements.
Detailed job description and main responsibilities
To provide effective day-to-day operational management of the Crisis Access Hub, ensuring referrals into the crisis pathway are screened, prioritised, signposted and routed safely, consistently and within agreed service standards.
To manage a clinician-led telephone and electronic referral screening service which supports the aims of the Crisis Pathway Redesign Programme by creating a clear access route, reducing duplication, reducing unwarranted variation between boroughs and helping people reach the right service first time.
To ensure the Hub meets agreed Key Performance Indicators, including daily monitoring of response to screening times and achievement of the 1-hour screening target.
To provide line management, professional support, supervision, appraisal and performance management for staff within the Hub, including Band 7 Senior Clinical Practitioners and Band 6 Screening Practitioners.
To provide operational leadership, safe staffing oversight, escalation management, and quality assurance across the Hub, ensuring referrals are managed within the agreed screening framework and escalation protocols.
To ensure Band 6 and Band 7 practitioners work within their agreed scope of practice, with clear escalation from Band 6 to Band 7 for complex, high-risk, unclear, delayed or contentious referrals, and onward escalation to the Team Manager / senior operational lead where required.
To lead audit, learning and service improvement activity within the Hub, ensuring findings from KPIs, screening outcomes, incidents, complaints, referrer feedback and quality reviews are shared and embedded into practice.
To maintain effective working relationships with internal and external partners, representing the Crisis Access Hub in operational, governance and redesign forums as required.
To work clinically, partake in screening calls, role modelling, and working within the staffing establishment.
Applicant requirements
You must have appropriate UK professional registration.
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.
Person specification
Experience
Essential
- Experience of working at a Band 6 or Band 7 Level
- Experience managing, supervising, or coordinating staff. Experience in crisis, urgent care, home treatment, liaison psychiatry, SPA, duty or assessment functions.
- Experience managing risk, safeguarding concerns, and complex operational situations.
- Experience monitoring performance standards and supporting service delivery improvements.
Desirable
- Experience managing a multi-disciplinary team.
- Experience of quality assurance monitoring, audit leadership, roster management, recruitment, complaints, incidents, or budget awareness.
- Experience working with NHS 111, VCSE crisis alternatives or multi-borough services.
Training & Qualifications
Essential
- Registered mental health practitioner with current professional registration where required.
- Educated to degree level or equivalent experience in a health or social care discipline.
- Evidence of continuing professional development. Training or experience relevant to crisis care, risk assessment, safeguarding, management or quality improvement.
Desirable
- Management or leadership qualifications.
- Project management qualifications. Training in telephone triage, urgent care, crisis pathway models, quality improvement, coaching, or supervision.
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Applying for this NHS job
This advert is for Team Manager with South West London and St George's Mental Health Trust NHS Trust in Springfield University Hospital. It is listed as a Band 7 Manager and corporate role. The advertised salary is £49,387 - £56,515 per annum inclusive of Inner London HCAs. The contract type is Permanent. The application deadline is 07 Sep 2026.
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