Support Worker - First response team

You will rotate between working in the Crisis Response Hub assisting the First Response Clinicians to undertake telephone triages for people experiencing a mental health crisis and working in conjunction with the First Response Clinicians to undertake face to face mental health assessments in a variety of settings, facilitating access to appropriate mental health services and non-statutory services., To be the first point of contact for telephone referrals into the Crisis Response Hub, establishing the nature of the communication, analysing the information, using judgement, knowledge and questioning skills to determine within the agreed pathways the most appropriate action in the circumstances presented.

To identify an immediate life threatening or crisis condition using the agreed pathways and transferring the referral to the First Response Clinician in a timely manner.

To enter appropriate minimum data set on Service User Electronic Patient Record System, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.

To assist the First Response Clinician to undertake telephone triage for people who are experiencing a mental health crisis, facilitating access of service users to appropriate mental health services or sign posting to voluntary/non statutory community services.

To assist the First Response Clinician to undertake face to face assessments in a variety of settings of people who are experiencing a mental health crisis, supporting the service users, their families/support networks during this process., To maintain accurate, confidential records of patient activity, writing reports and letters, by recording information on the Trust Electronic Patient Record.

To accurately pass on relevant verbal and written messages as appropriate.

To be competent in the use of the telephone, computer systems and printing machines and be able to transfer calls internally and to other statutory/voluntary organisations.

To attend and participate in handovers and other staff meetings as required.

To report and document incidents and complaints to the First Response Service Team Leader as set out in the Trust policy.

To liaise with and maintain good working relationships with other professionals e.g. team colleagues, community mental health workers, GPs, police, social services, inpatient areas.

• NVQ Level 3 or equivalent attained or being worked towards


• Good written skills., Experience of working with people with acute mental health needs or other appropriate health or social care, Experience of working with service users who have a learning disability, Confidence to work autonomously in the community and use own initiative.


• Ability to work well in a team setting.


• Good written and verbal communication skills, including motivational empathic and reassurance skills.


Desirable criteria


• Proven abilities in delivering planned care


• Basic understanding of legal framework for mental health care
  
  Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission


Our family of over 4,000 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout, Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. In 2021, we won the prestigious Health Service Journal award for Mental Health Trust of the Year, with the judges saying they were "blown away" by our people's achievements and that everything they saw "sings and hums". This year, our staff rated us the 4^th best mental health and learning disability trust to work for out of all 52 trusts in the country. Our staff tell us that they are proud to be part of the HPFT team, proud of the standard of care we provide and proud that service users are our top priority. Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional