Job summary
- Main area
- Bank
- Grade
- Band 5
- Contract
- Bank
- Hours
- Flexible working
- Job ref
- 222-Bank-TELC
- Employer
- West London NHS Trust
- Employer type
- NHS
- Site
- Bank
- Town
- Ealing
- Salary
- £20.68 - £37.78 Inclusive of all standardised bank rates
- Salary period
- Hourly
- Closing
- 06/03/2025 23:59
Employer heading
Bank Band 5 Telecoach
Band 5
West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.
We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.
Job overview
The SPA promotes dynamic and innovative way of working, triaging and responding to crisis referrals. The role encompasses the NHS principle; right care, right time and right place. The SPA triages mental health crisis calls and referrals, providing tele-coaching psychologically informed interventions, support, guidance and signposting.
Working via telephone within the SPA, Telecoaches are experts in validating, de-escalating crisis and coaching people in distress tolerance and emotional regulation strategies. Using a range of brief psychological interventions, Telecoaches empower patients, carers and families to manage distress and crisis effectively.
Main duties of the job
For all required duties for the post in question, please refer to the candidate pack attached for an outlined, comprehensive breakdown.
Working for our organisation
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 and one of the highest profile mental healthcare settings in the world.
Our medium-secure and forensic services care for patients from across the South of England. The Trust also provides mental and physical healthcare in three London boroughs – Ealing, Hammersmith & Fulham and Hounslow. The Trust employs 3,770 staff, of which 47% are from Black and Asian Minority Ethnic (BAME) background. Our turnover in 2019/20 was £314m.
In recent years there has been a trust-wide step change in culture, performance and ambition. The Trust is now rated as ‘Good’ overall by the CQC, 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. In parallel, we have also improved efficiencies by reducing length of stays and improving patient flow, with almost no out of area placements in recent years.
Detailed job description and main responsibilities
Key Result Areas & Performance:
Clinical Duties
· To be responsible for initial triage of service users presenting with a self-determined crisis.
· Provide short term intervention over the telephone, appropriate to the individuals’ needs/presentation to de-escalate immediate crisis.
· Participate fully in providing quality care in line with local and national guidelines.
· To respond to any crisis that a service user may advise of.
· Act as a role model in providing a service for people with mental health problems.
· To liaise with other agencies e.g. Adult Care Services, Children Schools and Families, Benefit Agency, Housing Authorities, CGL, voluntary sector etc., for joint planning with, or on behalf of, service users.
· To participate in regular supervision.
· To contribute to multi-disciplinary working.
· Supervise and support Junior, Apprentice and Trainee staff.
· Act as the patients and relatives advocate.
· Maintain close liaison with any staff currently involved in a service user’s care.
· To assist in the development of a psychologically based framework of understanding and care to the benefit of all users of the service, across all settings where care takes place.
· To implement psychologically-informed interventions to clients under the direct clinical supervision of a clinical / counselling psychologist.
· To contribute to the psychological offer in the crisis teams in both individual and group-based settings.
Further duties are outlined on the attached Candidate Pack.
Person specification
QUALIFICATIONS AND TRAINING
Essential criteria
- Qualified to degree level in a relevant subject (nursing, OT, Social Worker, Psychologist with BPS approved post graduate certificate, counselling, psychological therapy) or equivalent experience.
- Psychological Therapy qualification (or currently working towards).
- PWP training course qualification
- Significant demonstrable equivalent experience in specific area or practice.
Desirable criteria
- Masters level training in relevant Psychological or Mental Health area.
- Post-graduate training in relevant mental-health / psychological / recovery discipline.
- Qualified psychological therapist
EXPERIENCE
Essential criteria
- Demonstrable experience of work with people with moderate to severe mental health problems.
- Experience in psychological interventions – CBT or interpersonal therapy / dialectical behaviour therapy interventions or other evidence based approaches.
- Experience of NHS procedures and structures.
- Experience of multi-agency working.
- Experience of working within and multi-disciplinary team.
Desirable criteria
- Experience delivering psychological therapies via telephone.
- Experience in applying specialist psychological therapies.
- Previous experience of working within a crisis team.
KNOWLEDGE AND SKILLS
Essential criteria
- Knowledge of legislation related to mental health and social care e.g. Mental Health Act, Mental Capacity Act, Care Act, Care Programme Approach etc.
- Knowledge and skill in assessment, formulation of need and evaluation of presenting problems
- Competency in delivering clinical skills i.e. assessment, therapeutic interventions and management of mental health
- Ability to work independently, reliably and consistently with work agreed and managed at regular intervals.
- Ability to work under pressure and manage distressing and challenging situations.
- Ability to challenge existing practice and promote continuous quality improvement.
- Influencing and negotiating skills as well as adept at conflict resolution
- Presenting skills and IT literate – specifically in the MS office suite of programmes.
- High level communication skills (written and verbal) including an ability to communicate and work in settings in which the atmosphere may be highly emotive.
- Ability to communicate sensitive information to service users, cares and colleagues in a way that addresses psychological resistance.
- Ability to feedback and discuss cases within the multi-disciplinary team.
- Ability to interact sensitively with people with mental health problems.
- Excellent report writing skills.
- Excellent documentation of duties performed.
- Confidence to work autonomously.
- Ability to communicate information on formulation, risk and intervention to staff from other disciplines.
Desirable criteria
- Knowledge of RiO patient record system.
- Previous experience of assessing people who present in an acute mental health crisis.
PERSONAL QUALITIES
Essential criteria
- Good range of problem solving skills.
- Good range of information gathering skills.
- Ability to assess and manage risks.
- Ability to accept and use supervision appropriately and effectively.
- An understanding of the needs and difficulties of people with learning disability, problems or other disabilities.
- An ability to sustain empathy and personal engagement with individuals experiencing mental health problems or challenging behaviour.
- Willingness to embrace integrated model and new ways of working.
- Driven, reliable and methodical
OTHER REQUIREMENTS
Essential criteria
- • Ability to work as part of a multi-disciplinary team providing a service to clients 24 hours a day, 7 days a week may include some on-call work.
- • Fit and able to undertake patient facing work as and when required.
Desirable criteria
- • Possession of a valid UK driving license.
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Sarah Rexon
- Job title
- Service Manager
- Email address
- [email protected]
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