Job summary
This is an exciting time to join Navigo as a Band 3 Care Navigator within our 24/7 Community Adult Acute Service. You will be one of the first people service users, carers and professionals speak to, helping people feel welcomed, heard and directed to the right support. This is a varied, fast-paced role at the heart of our services, working alongside Crisis, Home Treatment and Hospital Liaison colleagues.

Please note the earliest start date for this position is 7th December 2026.

Main duties of the job
As a Care Navigator, you will provide a welcoming, responsive and compassionate first point of contact for people accessing mental health services through Harrison House and the Single Point of Access. You will respond to telephone and face-to-face enquiries, gather and record accurate information, process referrals, provide appropriate non-clinical information and signposting, and ensure people are directed to the most appropriate service or professional.

You will work closely with clinicians and partner agencies, support the safe running of the waiting area, recognise and escalate concerns relating to risk, safeguarding or deterioration, and contribute to effective handovers and service coordination. The role forms part of a 24/7 rota and may include support to Crisis, Home Treatment and Hospital Liaison services.

About us
Hello!

We are Navigo. We look after North East Lincolnshire's mental health and well-being, an award-winning social enterprise that provides mental health services to the NHS and beyond.

The whole basis of our work is to deliver services that we would be happy for our own family to use.

We offer a range of mental health services, including acute and community facilities as well as specialist support such as outstanding older adults inpatient services, rehabilitation and recovery community mental health and an outstanding specialist eating disorder facility.

Ranked as one of the top UK companies to work for, we feature in the Best Companies top 100 large company list.

As a social enterprise, we do things a little bit differently and have also developed income-generating commercially viable businesses that provide training, education and employment opportunities including Grimsby Garden Centre.

Working at Navigo is not like working anywhere else. Lots of places say that, but we really mean it.

We like to work with forward-thinking people who want to make a difference.

Come and Join us !

Please note: Whilst we value all applications, if we believe an application to be AI generated, we will use a checking tool and may reject any application that has been automatically generated.

Should you require any assistance in completing this application due to a disability or other needs please contact navigo.recruitment@nhs.net

Job responsibilities

• Act as a first point of contact for people accessing services through the Single Point of Access and Harrison House Mental Health Hub, responding to telephone and face-to-face enquiries in a welcoming, professional and compassionate manner.
• Gather, record and communicate accurate information, maintaining clear and timely electronic records in line with service and information governance requirements.
• Process referrals and direct enquiries to the appropriate team or service using agreed pathways and procedures.
• Provide non-clinical information, advice and signposting to service users, carers and professionals within the boundaries of the role.
• Respond sensitively to people who may be distressed, anxious or vulnerable, seeking clinical advice and support when required.
• Recognise and promptly escalate concerns relating to risk, safeguarding, vulnerability, deterioration or emergency situations in line with procedures.
• Support individuals to access appropriate services, resources and support networks, including community and third-sector services.
• Support reception duties, including welcoming visitors, managing the waiting area and helping to maintain a safe and supportive environment.
• Work closely with clinicians and other colleagues to support timely access to care and the effective flow of people through the service.
• Contribute to handovers, service coordination and multidisciplinary communication, ensuring relevant information is shared promptly and appropriately.
• Support the safe and efficient operation of the 24-hour, seven-day service, including cross-cover to Crisis, Home Treatment, Hospital Liaison and other directorate services when required.
• Undertake administrative duties associated with referrals, waiting lists, records and service activity, ensuring documentation is completed accurately and on time.
• Maintain confidentiality and comply with safeguarding, information governance, data protection, risk management and emergency response procedures.
• Participate in supervision, team meetings, mandatory training and personal development activities, maintaining the knowledge and skills required for the role.
• Work flexibly as part of a multidisciplinary team, prioritising workload effectively within a busy and fast-paced environment and contributing to a positive service-user experience.

Person Specification
Experience
Essential

• Experience of working with people experiencing mental health difficulties, emotional distress or vulnerability.
• Experience of supporting vulnerable adults, service users or patients.
• Experience of communicating sensitively and professionally with people who may be distressed, anxious or upset.
• Experience of working in a customer-facing, reception, administrative, call-handling, health or social care environment.
• Experience of gathering, recording and communicating accurate information and maintaining clear records.
• Experience of using IT systems, including electronic records/databases and Microsoft Office applications.
• Experience of recognising concerns, working within role boundaries and escalating appropriately to more senior or clinical staff.
• Experience of prioritising workload and working effectively within a busy, fast-paced environment.
• Experience of working both independently within defined responsibilities and collaboratively as part of a team.

Additional Criteria
Essential

• Ability to contribute to a 24/7 staffing rota
• Ability and willingness to contribute to Crisis Home Treatment Team and Hospital Liaison Team

Knowledge
Essential

• Knowledge of safeguarding principles and procedures relating to adults and children.
• Understanding of confidentiality, information governance and data protection requirements.
• Knowledge of common mental health conditions and the impact they may have on individuals, carers and families.
• Knowledge of equality, diversity and inclusion principles.
• Understanding of risk awareness, including the importance of recognising concerns and escalating these promptly to an appropriate clinician.
• Understanding of recovery-focused and person-centred approaches to care.
• Understanding of the roles of health, social care, community and voluntary-sector services in supporting mental health and wellbeing.
• Understanding of professional boundaries and when to seek advice or support from a clinician.

Qualifications
Essential

• GCSE Grade C/4 or above in English and Mathematics, or equivalent qualifications.
• NVQ Level 3 in Health and Social Care, Business Administration, Customer Service or an equivalent qualification/level of relevant experience.
• Care Certificate, or willingness to complete this within an agreed timeframe following appointment.

Desirable

• IT/computing qualification at Level 3 or above

Disclosure and Barring Service Check
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.

Employer details
Employer name: Navigo Health and Social Care CIC
Address: Harrison House, Any other Navigo Site - The Community, Grimsby, DN32 9RP, United Kingdom
Employer's website: Apply through our website

Employer contact details
For questions about the job, contact:
Business, People & Performance Manager
Lee Chaplin
lee.chaplin2@nhs.net
01472256256

Details
Date posted: 23 September 2026
Pay scheme: Agenda for change
Band: Band 3
Salary: £25,760 to £27,476 a year
Pay dependant on experience
Contract: Permanent
Working pattern: Full-time, Part-time
Reference number: B9816-669
Job locations: Harrison House, Any other Navigo Site - The Community, Grimsby, DN32 9RP, United Kingdom

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.