Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

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.

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

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; . 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.

Person specification

Direct work/interventions with service users

Essential criteria

patient contact Previous NHS 111 experience worked in community or inpatient settings

Desirable criteria

suppported Children Young People is a care setting Completed work experience or education in a care setting

Mental Health knowledge

Essential criteria

Is under taking higher education to obtain qualification in mental health studies Has acheived qualifications in Health & Social Care and or Mental Health studies Can demonstrate a robust understanding of children's health and wellbeing

Desirable criteria

Undertaken work experience engaging with children & young people Understands concepts of emotional wellbeing Understands defferences between Mental Health and Emotional Wellbeing

Communication and active listening

Essential criteria

Able to communicate effectively with people in distress Can use simple language to de-escalate and reassure callers Can listen and record information accurately Can retain and relay information accurately

Desirable criteria

Previous telephony based role Previous experience in customer service related role Confident and articulate telephone skills

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.