Assistant Crisis Hub Practitioner
Job summary
The NHS111 Mental Health "Press 2" service is a nationally mandated program delivered locally through the South London Partnership (SLP) with South London and Maudsley NHS Foundation Trust (SLaM) as lead provider. Operating 24/7, the service provides Triage, support andadvice forindividuals in mental health crisis, aiming to reduce unnecessary 999 calls, A&E attendances, and primary care referrals.
The Assistant Practitioner conducts same-day remote screening for service users, carers, and professionals, ensuring safety through risk assessment, signposting, and referral. The role supports registered clinicians and may supervise junior staff.
Main duties of the job
The Assistant Practitioner will demonstrate robust assessment, risk assessment and management skills and possess sound decision-making skills for people in a mental health crisis, managing professional boundaries and knowing when and if to escalate to enable formulation of complex triage forward plans under the guidance of registered clinicians. The role requires to be able to work flexibly around a 24/7 shift pattern as part of a team.
About us
South London and Maudsley NHS Foundation Trust provide the widest range of NHS mental health services in the UK as well as substance misuse services for people who are addicted to drugs and alcohol. Our scope is unique because it is built on three major foundations: care and treatment, science and research, and training. The Trust employ around 5000 staff and serve a local population of 1.1 million people. We have more than 230 services including inpatient wards, outpatient and community services. Currently, it provides inpatient care for approximately 5,300 people each year and treat more than 45,000 patients in the community in Croydon, Lambeth, Lewisham and Southwark; as well as substance misuse services for residents of Bexley, Bromley and Greenwich. By coming to work at our Trust, you will gain experience of being part of an organisation with a rich history and international reputation in mental health care. You will have access to professional development and learning opportunities and have the chance to work alongside people who are world leaders in their field. The Trust delivered more than 14,000 training experiences in 2014: providing an extensive range of learning opportunities for staff at all levels. In addition, our working relationship with King's Health Partners allows those working at the Trust to get involved in academic research.
Job description
Job responsibilities
Key Responsibilities:
Clinical:
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Triage incoming calls and assess mental health needs.
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Escalate concerns to senior clinicians as required.
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Signpost or refer to appropriate services, including emergency care for physical health needs.
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Ensure all calls are handled professionally and confidentially in line with SOPs.
Professional:
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Adhere to Trust policies and relevant legislation.
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Complete accurate documentation and risk assessments.
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Participate in clinical supervision and ongoing training.
Administration & Quality:
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Maintain call logs and required documentation.
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Ensure 95% of calls are answered within 60 seconds.
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Use telephony and IT systems effectively to support service delivery.
Education and training
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Engage in regular clinical and managerial supervision.
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Attend mandatory training and maintain a professional development portfolio.
Communication and Information
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Communicate clearly, sensitively and compassionately with service users, carers, and colleagues.
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Maintain accurate records and share information appropriately across teams.
Service Development
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Contribute to audits, policy reviews, and service improvement initiatives.
Person Specification
Qualifications
- NVQ3 Numeracy and Literacy skills
- NVQ level 3 or equivalent mental health experience
- Strong communication, record-keeping, and IT skills.
- Ability to prioritise workload and work under pressure.
- CBT/intervention training or willingness to undertake training
- Associate Mental Health Practitioner qualification or equivalent
- Foundation degree in Mental Health
Experience
- Relevant experience working with people in acute mental health crisis
- Experience of using MS software packages
- Experience of relating to a wide range/groups of individuals and able to adapt styles in relating to such individuals in line with Trust Values.
- Experience of working to support people who are experiencing mental health and well-being challenges
Knowledge/Skills
- Understand the requirements of confidentiality of data and GDPR.
- Able to produce written documents as required by service area
- Ability to communicate clearly, concisely and confidently, using language and manner appropriate to the audience, avoiding the use of jargon.
- Understand and demonstrate the importance of maintaining accurate records relating to service user calls
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
South London and Maudsley NHS Foundation Trust
Address
Bernard Weatherill House
Croydon
CR0 1EA
United Kingdom
Employer's website
https://www.slam.nhs.uk/