Avon Products - Band 4 Recovery Coordinator BSW 111 Urgent Care Service

Job overview

Job Purpose:

To undertake the role of recovery coordinator in supporting registered practitioners in undertaking triages, ongoing referral or signposting, to enable the individual to access the appropriate support.

The role will primarily be call handling the NHS 111 option 2 service in supporting people who are experiencing an urgent mental health crisis. This will include family, friends, carers, professionals and others who may have concerns for an individual.

The service is a 24 hour/7 day week service. Staff are expected to cover the service pro rata, over a 3 shift system to include:

Early shift 0800 - 1600hrs

Late shift 1400 - 2200hrs

Night shift 2200 - 0800hrs

1. Promote and value the rights, responsibilities and diversity of people.
2. Promote and maintain effective communication with people in order to build and sustain positive working relationships with individuals, families and carers, team members and other agencies. This may include accessing translation and interpreting services.
3. Maintain accurate, confidential records of callers activity, updating clinical documentation.
4. Enable people to understand and manage their mental health needs in line with any care plans and relapse prevention strategies.
5. Signposting to any appropriate service or internally referring into an AWP access service.
6. Support individuals in developing and maintaining their identity and personal relationships, including sometimes difficult or potentially difficult relationships.
7. Enabling people to explore a range of behavioural responses and to develop coping strategies in liaison with appropriate specialist teams.
8. Contribute to the protection of individuals from abuse and harm in line with local policies and procedures.

Working for our organisation

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust): a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.

We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.

Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.

At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.

1. To undertake the role of recovery coordinator: supporting registered practitioners in undertaking assessments, planning, delivering and reviewing interventions to enable the individual to access the appropriate support. This may include:

1. Supporting the person in crisis with short term coping strategies i.e. anger, anxiety, stress management, assertiveness or relaxation.
2. Providing emotional support to individuals focusing on motivation and encouragement.
3. Providing information and advice to maintain good physical health.
4. Providing information on rights under the Mental Health Act.
5. Engaging with defined assessment methods/activities.
6. Completing relevant paper and electronic documentation in line with the care coordinator role.

1. Effectively build hope inspiring relationships which acknowledgment of the personal journey of each individual, and focus on strengths and aspirations.
2. Communicate effectively with a wide range of people in order to build and sustain effective, and positive relationships with individuals and carers, team members and other agencies. This may include accessing translation and interpreting services.
3. To work collaboratively with service users and their carers to understand and manage their mental health needs in line with their personal recovery plan and relapse prevention strategies.
4. To undertake specific activities and interventions in the support of carers including engagement and involvement, assessment and provision of support or services.
5. Organise and participate in the development of risk assessments and crisis management plans, rapid access plans, within the appropriate framework, ensuring that when trigger points are reached these are reported appropriately to a registered practitioner, and that immediate or direct action is taken in line with these, or in the event of a crisis.
6. Respond to the needs of individual with sensitivity with regard to their age, culture, race, gender, ethnicity, social class or disability, modifying behaviour to optimise the helping relationship.
7. Promote the rights of individual by recognising differences and acting in accordance with the relevant legislation, recognising and reporting discriminatory behaviour, and taking appropriate action.
8. Work collaboratively and sensitively with individuals, with a range of mental health needs to develop skills to manage their own health, in accordance with their personal recovery plan, by actively promoting and using approaches which are affirming, build on strengths, identify past positive experience and success, and use small steps to move towards the persons goal.
9. Promoting independence and increasing confidence by providing appropriate self-help materials, information about available resources/services.
10. Contribute to the protection of individuals from abuse and harm in line with local safeguarding policies and procedures.
11. Develop own knowledge and practice, making use of supervision and available learning opportunities.
12. Promote, monitor and maintain health, safety and security in all work places.
13. Maintain accurate, confidential records of patient activity, writing reports and letters, utilising electronic record and other systems available within the organisation.
14. Report and record within agreed timeframes, all activity relating to information reporting and performance requirements.
15. To participate in local arrangements in order to ensure consistent care to service users across the local geography.

Person specification

Knowledge

• Able to demonstrate a general understanding of mental health issues with a positive, non-judgemental approach towards people requiring mental health services.
• Able to demonstrate a broad understanding of the concept of confidentiality. Demonstrates an appreciation of the values that underpin the delivery of care
• Able to demonstrate an appreciation of equal opportunities/diversity issues.

• Awareness of the Care Programme Approach and it’s application

Skills

• The ability to form and sustain a trusting relationship with service users/carers
• Well-developed listening skills and effective verbal communication skills such as to engage appropriately with service users, carers, colleagues, statutory and voluntary agencies, both face to face and by telephone.
• Written communication skills, with the ability to produce written reports, maintain accurate records and establish statistical data effectively.
• Team-working skills within a multi-disciplinary group
• Flexible and adaptable to change

Experience

• Experience of working in a health or social care setting.
• Experience of mental health services, as a user, carer, volunteer or worker

• Experience of teaching/training individuals or groups.

This includes people with a variety of disabilities and neurodivergent conditions (for example autism, ADHD, sensory, physical and learning disabilities).

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service users.

Click here to view our applicant guidance

Please apply to join us, we would love to hear from you. Any personal details you supply to us are kept safe in line with the General Data Protection Regulations.

Adverts normally close for application a few minutes before midnight on the closing date and we will let you know if we are offering you an interview by email via our recruitment system ‘TRAC’. We contact all applicants within 4 weeks after the closing date, so please check your emails regularly once you have submitted your application; you are welcome to contact us, via the TRAC system, if you have any queries about your application.

Please note the use of AI is monitored and if you have used it in your application you are required to declare this.