Job summary
Location: Crownhill, Plymouth
Hours: 22.2 per week (Maternity Cover) (12-hour shifts across a 24/7, 365-day service)

"Make a Difference When It Matters Most"

Are you passionate about supporting people in crisis and making a real, immediate impact? We're looking for a motivated and compassionate individual to join our Mental Health First Response Service, a forward-thinking team delivering urgent support when its needed most.

This is your chance to be part of an innovative service that combines technology, clinical expertise, and person-centred care to ensure people receive the right care, at the right time, in the right place.

Why Join Us?

• Be part of an innovative, digitally enabled service
• Make a meaningful difference in peoples lives every day
• Work within a supportive, skilled, multidisciplinary team
• Gain exposure to diverse cases across all age groups
• Opportunities for ongoing professional development

Working Pattern
This is a 24/7 service, operating every day of the year. You'll work 12-hour shifts across a 7-day rota, so flexibility is essential.

Important Information
This role may not be eligible for sponsorship under the Skilled Worker route.

Please note that Livewell may close the job advertisement earlier than the specified deadline.

All staff are expected to be able and willing to work across a 7 day service.

Main duties of the job
About the Role
As a Video / Telecoach, you'll play a vital role in responding to mental health crises through telephone and video consultations, offering psychologically informed interventions, guidance, and support.

You'll:

• Provide calm, compassionate support to individuals of all ages experiencing distress
• Deliver tele-coaching and crisis interventions in real time
• Triage referrals and help determine the most appropriate care pathway
• Support service users, families, and carers with advice, signposting, and practical guidance
• Support face-to-face assessments where required

Working Together
You'll be part of a highly collaborative, multidisciplinary team, working alongside clinicians, partner organisations, and the voluntary sector to deliver seamless care and support.

This role requires:

• Confidence in working with high levels of emotional distress
• Strong communication skills across digital platforms and in-person settings
• An understanding of mental health, crisis response, and community resources

Ready to Apply?
If you're ready to bring your skills, compassion, and resilience to a service that truly changes lives, we'd love to hear from you.

Apply today and help us be there when it matters most.

About us
Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.

As an organisation with a strong social conscience we are guided by our values, kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve.

We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.

We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.

Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.

Job responsibilities
Communication and Working Relationship Skills

• Provide complex and sensitive information to a wide range of internal and external stakeholders (users of services, carers, multi-disciplinary staff, and other statutory / non statutory services)
• Contribute to the safe and effective day to day operations of the service managing clinical enquires
• Provide a high standard of written and verbal communication that is clear and in line with local guidance
• Role model effective communication; demonstrating empathy, respect, compassion and hope where there may be barriers to understanding.
• Communicate information in a way that makes it relevant and understandable in line with operational guidance
• Maintain professional relationships with all colleagues to ensure professional standards are met
• Promote a culture that incorporates Trust values and is recovery focused
• Supporting other services across Livewell as required.
• Available to work flexibly across the 24/7 service requirement

Analytical and Judgement Skills

• Undertake complex clinical risk assessments, based on latest empirical evidence and compliant with local policies / procedures
• Reporting of exceptions, complaints and gaps in service
• Assist in data collection for the on-going evaluation of the service
• Assist in Promotion of the Service locally and nationally as appropriate
• Act as the persons and their carers / families advocate
• Incident reporting - To report any incidents of harm or near miss in line with the Trusts incident reporting policy supporting appropriate actions are taken to reduce the risk of reoccurrence
• To assist with ensuring day to day practice reflects the highest standards of governance, clinical effectiveness, safety and person experience
• To be aware of the responsibility of all employees to maintain a safe and healthy environment
• To comply at all times with the Trusts Safer Governance related policies
• Seek advice and support from senior colleagues/line manager whenever necessary

Planning and Organisational Skills

• Ensure good documentation is provided and entered within the appropriate systems of record sharing
• Plan assessment/appointments for First Responders for service users
• Discuss and arrange appropriate emergency response as required under guidance from senior staff
• Co-ordinate any agreed lone working arrangements
• To be responsible for the prevention and control of infection

Responsibility for Persons Care, Treatment and Therapy

• Ensure that individual episodes of care are delivered in a timely, effective and integrated manner
• Promote a recovery model that empowers persons, carers and relatives to be at the forefront of decision making, owning their packages of care / treatment
• Create, implement and update care plans and risk assessments as required
• Champion persons rights and service users including: dignity, equality, diversity, choice and respect
• Provide advice and guidance regarding mental health problems
• Request and Share information on individuals coming into contact with other professionals, aligned with agreed information sharing protocols, and under guidance from senior staff
• Promoting and safeguarding the welfare of children, young people and vulnerable adults
• Implementation of NICE guidance and other statutory / best practice guidelines (if appropriate) under guidance from senior staff
• To maintain up to date knowledge of legislation, national and local policies and issues in relation to service provision

Responsibility for Policy and Service Development Implementation

• Participate in programmes of audit and research within the team as agreed, implementing the findings
• Contribute to clinical governance arrangements in order to ensure the quality of the service provided
• Involvement in the development of local systems and process that ensure the implementation of Trust policies

Responsibility for Finance, Equipment and Other Resources

• The post holder does not have financial responsibility for budgetary management
• It is the individual post holders responsibility to manage organisational resources efficiently and to suggest efficiency savings to line management as they arise
• The post holder has the responsibility to maintain the safekeeping of the organisations property

Person Specification
Qualifications
Essential

• Qualified to degree level in a relevant subject
• (or demonstrable equivalent experience)

Desirable

• Qualified to degree level in nursing, social work, occupational therapy, counselling, psychological therapy

Knowledge
Essential

• Evidenced based interventions relevant to the service
• Knowledge of Multi-Disciplinary Working
• Understanding of Recovery principles in Mental Health
• Knowledge and understanding of both adult and children's safeguarding guidance
• Knowledge of the Mental Health Act 1983 as amended in 2007 (The Mental Health Act 1983 is still the primary legislation in force, with the Mental Health Act 2025 only partially commenced)
• Knowledge of the Mental Capacity Act 2005 & Deprivation of Liberty safeguards
• Relevant specialist clinical/professional courses/training

Experience
Essential

• Excellent emotional resilience when repeatedly dealing with people who present with distress and crisis.
• Evidence of working with people who have experienced mental health difficulties.
• The ability to promotes ones own self care and seek support/supervision as required.
• Experience of good team working in a multi-disciplinary environment.
• Resilient in working over 24/7 shift patterns, generally 12 hrs per shift.

Desirable

• Application of evidenced based interventions relevant to the service.

Skills
Essential

• Communication and Working Relationship Skills
• Excellent communication skills including the ability to engage with users of services experiencing a wide range of complex mental health presentations
• Ability to form positive therapeutic relationships with users of services, carers and other professional bodies
• Analytical & Judgement Skills
• Ability to assess situations, make decisions, co-ordinate and organise appropriate responses
• Assessment, planning, and evaluation of mental health difficulties
• Able to risk assess
• Ability to work without direct supervision
• Experience in applying psychologically informed interventions
• Skilled in maintaining personal well-being and recognising the emotional and psychological impact that crisis and shift work can have on oneself.

This 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.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).