Job summaryThe Urgent Mental Health Helpline offers both an urgent referral management service and a public-facing telephone crisis line for adults (aged 18+) in Kent and Medway. It operates 24 hours a day, 365 days a year. It is the sole point of referral from professionals for urgent referrals relating to members of the public who are not currently receiving care or treatment from Kent and Medway Mental Health NHS Trust (excluding specialist services).
The crisis line provides advice, signposting and reassurance over the telephone, as well as offering a route of self-referral, for individuals who may be experiencing a mental health crisis and are not currently engaged with secondary mental health services. It is also available to family members or friends who may be concerned.
The service aims to provide a consistent 24/7 mental health crisis pathway which is accessible to self-referral as well as professional referrals, and to reduce the need for people in significant mental distress to attend an Emergency Department when in crisis and in the absence of a physical health concern.
Please note - the Urgent Mental Health Helpline are currently in Consultation regarding the team base location. There is a proposal for the team to undertake a two step move to West Kent with an interim move to a location in East Kent.
Main duties of the job- You will work within the Urgent Mental Health Helpline across a variety of roles within the team.
- These include answering calls from the public and professionals, undertaking triage telephone assessments, providing clinical guidance to Band 3 Call Handlers, coordinating shifts and managing staffing resources to meet service demand.
- Undertake telephone triage assessments
- Answer calls from the public and professionals
- Provide clinical guidance and leadership to Call Handler colleagues
- Rotational coordination of shifts
- Provide supervision to staff members
- Take part and contribute to team meetings
- Lead team huddles
- Contribute to the design of the service through participation in Improvement Projects
About usWe are Kent and Medway Mental Health NHS Trust. We care for the mental health and wellbeing of people across Kent and Medway.
Our teams support children, young people and adults with a wide range of mental health needs. We also provide specialist services, including all-age eating disorder services and neurodevelopmental assessments for children and young people, such as autism and ADHD.
Because we work across the whole county and across hospital and community settings, we can make care more joined up and easier to access for the people we serve.
Our vision is simple: we are here to help communities not just live with mental illness, but live well. It is why we are passionate about working with communities to make mental health care better for everyone. Everything we do is guided by our values: caring, inclusive, curious and confident.
Join us if you share our passion for better mental health care and want to be part of a team that is working well together.
DetailsDate posted: 15 October 2026
Pay scheme: Agenda for change
Band: Band 6
Salary: £39,959 to £48,117 a year per annum
Contract: Permanent
Working pattern: Full-time
Reference number: 380-WK0426
Job locations: St Martins Hospital, Eastern and Coastal Area Offices, To be discussed at interview, Littleborne Road, Canterbury, CT1 1AZ, United Kingdom
Person SpecificationExperience and qualifications- Essential: Professional Qualification in Mental Health Nursing or Occupational Therapy, including registration with the relevant regulatory body
- Desirable: White Belt or Yellow Belt Lean Improvement Methodology
Experience- Essential: 12 months post registration experience
- Essential: Evidence of relevant continuing professional development
- Desirable: Experience of working in a telephony-based service
- Desirable: Experience of undertaking complex urgent or emergency assessments
Knowledge and Skills- Essential: An understanding of the NHS and Social Care
- Essential: Up to date knowledge of relevant national and local guidance
- Essential: Good organisational and time management skills
- Essential: Excellent verbal, interpersonal and written communication skills
- Essential: Ability to work according to Trust Values at all times, especially in complex and challenging situations
- Essential: Clinical skills in undertaking robust mental health needs assessments, including risk and Mental State
- Essential: Ability to use IT systems effectively and in a timely way
Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK RegistrationApplicants must have current UK professional registration. For further information please see NHS Careers website.
Employer contactFor questions about the job, contact: Lead Clinician Dayo Adeyemi-Bero, Adedayo.bero@nhs.net, 07731052228
Please apply through our website. 