Telephone Triage & Assessment

• Conduct telephone assessments of individuals who are experiencing mental health difficulties, identifying the severity of the issues, and making recommendations for appropriate interventions.


• Gather relevant clinical information to support the triage process and ensure the right care pathway is identified.


• Use clinical judgement to assess risk, including but not limited to self-harm, suicidality, and violence to self or others.

Crisis Management

• Provide crisis intervention and support to individuals who are in immediate mental health distress, offering reassurance, guidance, and appropriate next steps.


• De-escalate urgent mental health situations via telephone to prevent escalation and promote safety.

Referral & Signposting

• Identify the most suitable service or intervention required (e.g., emergency services, local community teams, crisis teams, or mental health services).


• Make timely and appropriate referrals to other healthcare professionals, services, or agencies as necessary, ensuring continuity of care.

Risk Management

• Assess and manage clinical risk, ensuring that any concerns around safety or safeguarding are escalated in accordance with local policies and procedures.


• Document all risk assessments and actions taken clearly and accurately, adhering to organisational guidelines and professional standards.

Clinical Documentation

• Maintain accurate and up-to-date records of all telephone assessments, interventions, and referrals, ensuring compliance with confidentiality and data protection regulations (e.g., GDPR).

• Collaboration


• Work closely with multidisciplinary teams (e.g., psychiatrists, psychologists, social workers, community mental health nurses) to ensure that patients are directed to the appropriate services.


• Provide a clear handover of care for patients requiring further face-to-face assessment or treatment.

Clinical Supervision and Development

• Participate in regular clinical supervision to ensure that best practice is followed and to support ongoing professional development.


• Engage in continuous professional development activities and training to maintain and enhance clinical knowledge and skills.

Essential Qualifications & Experience

• Registered Mental Health Nurse (RMN), Occupational Therapist (OT), Social Worker, or other relevant mental health qualification.


• Experience in mental health settings, including crisis intervention, telephone triage, or direct clinical practice.


• Understanding of mental health legislation (e.g., the Mental Health Act, safeguarding procedures).


• Knowledge and experience of risk assessment and management in a mental health context.


• Clear communication skills and the ability to provide effective telephone-based support in a calm and empathetic manner.

Desirable Skills

• Experience in telephone triage or telephone-based mental health assessments.


• Experience working in a crisis or urgent care environment.


• Knowledge of local mental health services and how to navigate the healthcare system for referrals and signposting.

Personal Attributes

• Empathetic, compassionate, and non-judgemental approach to supporting individuals in crisis.


• Ability to remain calm under pressure and manage complex, high-stress situations effectively.


• Strong problem-solving skills and the ability to think critically and quickly.


• Excellent teamwork skills with the ability to collaborate effectively with other healthcare professionals.


• Organised and efficient, with the ability to manage a varied and potentially high volume of cases.