Bank Band 4 Mental Health Advisor | West London NHS Trust
The post holder will provide first line advice, support, and information to this wide range of callers as well as provide support responding to email and future text message (SMS) enquiries. The post holder will provide support when someone, both known to services and unknown, contacts the service as they, or someone they care for, feel unsafe, at risk or unable to cope without professional advice or help.
Along with the providing care and advice to callers to the SPA the post holder will support clinical staff in the processing and triaging of referrals to the trust. The post holder will be given clinical supervision by qualified staff and management responsibility is with the SPA Team Manager.
- To be the first contact that many people have with WLT.
- To provide telephone healthcare advice, support, information and signposting to service users, carers and professionals.
- To facilitate onward referral of service users and carers to other professionals both within WLT and other NHS and non NHS services if required. This may include direct/immediate referral to emergency services when necessary.
- To liaise with both internal colleagues and external professionals and communicate appropriate clinical information verbally, in written form and by recording information on the Trusts patient record system RiO.
- Actively participate in regular call monitoring and quality of call handling to include call review and self-reflection.
- Identify the need and take action to modify and adapt communication manner to account for the differing needs of patients and callers especially in stressful and difficult situations.
- To work within a 24/7/365 rota system (including nights and weekends) – ensuring that a comprehensive service is provided to patients and that interfaces with other WLT services is maintained.
Further duties available on candidate pack.
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health, physical healthcare and community services commissioned locally and nationally. The Trust runs Broadmoor Hospital, one of only three high secure hospitals in the country with an international reputation.
Our high secure services care for patients from across the South of England and we provide low and medium secure services covering eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs – Ealing, Hammersmith & Fulham and Hounslow.The Trust employs over 3800 staff, of which 51% are from a Black and Asian Minority Ethnic (BAME) background. Our turnover for 2021-22 is approximately £350m.
In recent years, there has been a step change in staff engagement, culture, performance and ambition of the organisation. The Trust is now rated as ‘Good’ overall by the Care Quality Commission, and the rating for our Forensic services has improved from ‘Requires improvement’ to ‘Outstanding’.Rigorous financial management has been central to our ability to deliver service improvements. The Trust has delivered consistent surpluses since 2009, totalling more than £77m.
To communicate with people in a manner which:
- is consistent with their level of understanding, culture, background and preferred ways of communicating
- acknowledges the purpose of the communication
- is appropriate to the context
- encourages their participation
- responds to communication of any kind from them.
To improve communication through:
- changing the methods of communicating
- modifying the content and structure of communication
- reflection on the barriers to effective communication.
To confirm that you have accurately interpreted communications.
To provide feedback to other staff on their communication at appropriate times.
To maintain accurate patient records consistent with legislation and, policies and procedures.
To maintain confidentiality during communication consistent with Trust policy and legislation; gaining any necessary authorisation for releasing information prior to doing so.
To identify the range of people likely to be involved in the communication, any potential communication difference and relevant contextual factors.
To actively seek support and supervision when having dealt with highly distressing situations.
To develop own knowledge and skills and contribute to the development of others.To take responsibility for one’s own continuing development and performance and maintain a record of training accomplished.
To identify one’s own development needs in relation to current practice and future plans; setting personal development objectives in the context of the Trusts personal development review process.
To attend relevant courses and in-house learning opportunities.
To reflect on application of knowledge and skills by seeking/providing informal and formal feedback through:
- Clinical Supervision
- Reflective practice groups.
To contribute to developing the workplace as a learning environment.
WorkforceTo suggest workforce requirements that meet needs and legal requirements.
To communicate clearly with team members and provide them with opportunities to:
- contribute to the planning and organisation of work
- assess individual and team work
- to respond to feedback
- make suggestions for improvement.
To ensure that work plans:
- are consistent with their team’s objectives
- are realistic and achievable.
This advert closes on Monday 23 Sep 2024