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111 / Crisis Mental Health Telephone Response Practitioner

Coventry & Warwickshire Partnership Trust
£28,407 to £34,581 per annum / pro rata
Closing date
21 May 2024

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Mental health, Mental health practitioner
Band 5
Contract Type
Full Time
111/Crisis Clinician Band 5 Part time and full-time hours available as well as flexible working arrangements .

Are you looking for a new challenge in an exiting service that really makes a difference to every one's lives . As a key member of out 111/Crisis line you will be doing just that.

111 option mental health will provide immediate support to our service users. Giving them access to urgent/crisis telephone triage, support advice and signposting 24/7 .

We are seeking compassionate and motivated people who share our Trusts values to answer and respond to incoming calls from individual experiencing a mental health crisis.

This could be the role for you if you are a Registered mental Health Nurse or professional with a degree in social work, Psychology ,counselling or occupational therapy. Or have experience of working with people with mental health conditions and vulnerable service users . Are compassionate ,empathic and like helping people.

Successful candidates will receive intensive training to equip you for the role as well as a full Trust induction package.

Main duties of the job

  • When a person calls 111/Crisis line , the post holder provide clinical risk and mental state triage and assessment .
  • The post holder will be expert in de-escalating crisis and supporting people in distress and an emotional state.
  • Using a arrange of interventions to empower patients' carers and families to manage distress and crisis effectively.
  • Undertake clinical risk assessment in line with CWPT procedures and risk assessment policies.
  • Champion patients' rights, including dignity, equality, diversity, choice, and respect.
  • Provide advice and guidance on mental health problems.
  • Work without direct supervision to deliver triage of patients via the telephone.
  • Ensure good documentation is provided and entered with the appropriate systems of record keeping.
  • Ensuring client data is accurately recorded mistakes corrected and brought to Service Manager's attention.
  • Attend regular supervision sessions with appointed supervisor.
  • Maintain professional relationships with colleagues to ensure professional standards are met.
  • Seek advice and support from senior colleagues/line manager wherever necessary.
  • Attend development forum events to reflect on service improvements.
  • Attend Team meetings and participate in governance responsibilities of maintaining a high standard of care and service provision.

About us

At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.

We put 'people at our heart' this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.

These include:
  • generous annual leave entitlement which increases during your time with us
  • excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
  • salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
  • discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
  • wellbeing support, including an in-house counselling service, external helpline and more
  • staff networks and support group

We're always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.

Job description

Job responsibilities

The Band 5 post is an integral function of providing telephone support and advise across all ages to service users and their families calling 111 option two/Crisis line seeking urgent help for their mental health. The post holder will provide initial triage as well as information, support, signposting and advice about managing mental health.

They will provide compassionate and professional support to callers (including) careers and will support and assist individuals to cope more effectively with their mental health.

They will assist callers to manage their distress and challenges/difficulties which they might be struggling to deal with and identify immediate and non-immediate responses to 111/crisis line triage assessments. They will seek advice from the Clinical Leads with any call where the caller may require urgent assessment, or any call which the appropriate response is unclear. The post holder will be part of the Urgent Care Mental Health Access Hub pathway.

Person Specification



  • Shows excellent written communication skills
  • Knowledge gained within a similar environment
  • Experience of handling difficult phone calls at a high level



  • Experience of working with Mental Health / Venerable people

Employer details

Employer name

Coventry and Warwickshire Partnership Trust


Caludon Centre

Clifford Bridge Road



Any attachments will be accessible after you click to apply.


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