South London and Maudsley NHS Foundation Trust
111 First Crisis Hub Practitioner
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The “First for Mental Health NHS 111 Press 2” (NHS 111 MH) Initiative
The “First for Mental Health NHS 111 Press 2” (NHS 111 MH) initiative is a nationally mandated programme established by NHS England to transform the way people experiencing mental health difficulties access urgent advice, triage, and crisis support. It addresses long-standing challenges in emergency mental healthcare by providing a single, easily accessible telephone route for members of the public, carers, and professionals—including the police and London Ambulance Service (LAS)—who need timely assistance for individuals experiencing acute mental health symptoms.
To Deliver This Mandate Across South London, a Collaborative Model Has Been Established Through The South London Partnership (SLP). This Partnership Is Composed Of Three Major Mental Health Trusts:
- South London and Maudsley NHS Foundation Trust (SLaM)
- Oxleas NHS Foundation Trust
- South West London and St George’s Mental Health NHS Trust (SWLStG)
Within the SLP arrangement, SLaM acts as the lead provider, overseeing the coordination and implementation of the service for the entire region. As part of this structure, a single centralised hub has been developed to manage all NHS 111 Press 2 mental health calls for South London. This hub functions as an all-age, 24/7 point of contact for anyone experiencing a mental health crisis—or for those supporting someone in crisis—ensuring that urgent assistance is accessible every day of the year, regardless of time or location.
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Clinical Responsibilities
- Answer all calls received in a professional manner, screen and prioritise these calls appropriately.
- Demonstrate good risk assessment and management skills, ensuring that the decisions made regarding calls are in the best interest of service users’ needs and safety. This may include transferring calls to appropriate specialist skill sets, e.g. CAMHS.
- Respond to calls within the time limits set out in the service’s operational policy.
- Undertake clinical triaging of calls to the service deciding on the correct pathway for the call.
- Refer/signpost callers to the appropriate downstream services, including non-statutory, third sector services.
- Maintain a good public image of the Trust and the service by dealing with calls in a professional manner.
- Be aware of appropriate referral and escalation procedures in relation to difficult calls, and utilise appropriate frameworks such as Trusted Assessment.
- Maintain clear and effective liaison and communication with other services.
- To be responsible for the maintenance of accurate and comprehensive patient records.
- Participate in clinical supervision in relation to the role.
- To supervise junior staff.
Benefits
We are committed to ensuring our staff get the most out of their benefits package and understand the importance of a healthy work-life balance. There is an extensive range of excellent benefits for you and your family. We want you to feel like you are part of a close-knit team at SLaM. It’s important to us that you feel valued and appreciated, therefore, we have a comprehensive benefits package on offer.
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Some Of Our Amazing Benefits Are Highlighted Here:
- Generous pay, pensions, and annual leave.
- Work-life balance and supportive of a range of flexible working options.
- Career development, there are plenty of opportunities to progress your career and we support your development through a number of programmes such as mentoring, coaching, positive people management, collective leadership, and other talent programmes.
- Car lease, our staff benefits from competitive deals to lease cars.
- Accommodation, our staff benefits from keyworker housing available on selected sites.
- NHS discounts, with discounts up to 10% from a variety of well-known retail brands through the Health Service Discounts website.
Other Benefits Include:
- Counselling services.
- Wellbeing events.
- Long service awards.
- Cycle to work scheme.
- Season ticket loan.
- Staff restaurants.
For further details/informal visits contact:
- Name: Bibi Doolaree
- Job title: Service Manager
- Email address: Bibi.doolaree@slam.nhs.uk
- Telephone number: 02032282827
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