About this role
Job summary
We are looking for a clinically credible and operationally confident leader to join the new Crisis Access Hub as Band 7 Team Manager. This is a working Team Manager role within the Crisis Pathway Redesign Programme. The Hub provides telephone and electronic referral screening,prioritisation, signposting and onward routing across Kingston, Merton, Richmond,Suttonand Wandsworth. It does not provide face-to-face assessment, homevisitsor treatment.This is not a protected management or Monday to Friday 9am to 5pm role.The post holder will work shifts, be routinely in thenumbersand undertake clinical screening activity alongside operational management duties.
Main duties of the job
The post holder will provide day-to-day operational management of the Crisis Access Hub while also working clinically within the screening function. You will oversee safe staffing, demand, referral flow, escalation,performanceand quality during shifts, while contributing directly to referral screening and pathway decision-making. You willmonitorresponse to screening times daily,take action to supportdelivery of the 1-hour target, and use data, audit,incidentsand feedback to drive improvement. You will linemanagestaff, support supervision and wellbeing, and ensure Band 6 and Band 7 practitioners work within clear roles and escalation arrangements.
About us
Unless expressly stated in the job advert this role is not subject to sponsorship, please be advised that all offers of employment are subject to evidence of right to work in the UK.
We are Proud to Belong at South West London and St George's Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services as we invest a further £120m to upgrade and modernise our estate by 2027.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety ofbenefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.
Job description Job responsibilities
To provide effective day-to-day operational management of the Crisis Access Hub, ensuring referrals into the crisis pathway are screened, prioritised, signposted and routed safely, consistently and within agreed service standards.
To manage a clinician-led telephone and electronic referral screening service which supports the aims of the Crisis Pathway Redesign Programme by creating a clear access route, reducing duplication, reducing unwarranted variation between boroughs and helping peoplereach the right service first time.
To ensure the Hub meets agreed Key Performance Indicators, including daily monitoring of response to screening times and achievement of the 1-hour screening target.
To provide line management, professional support, supervision, appraisal and performance management for staff within the Hub, including Band 7 Senior Clinical Practitioners and Band 6 Screening Practitioners.
To provide operational leadership, safe staffing oversight, escalation management, and quality assurance across the Hub, ensuring referrals are managed within the agreed screening framework and escalation protocols.
To ensure Band 6 and Band 7 practitioners work within their agreed scope of practice, with clear escalation from Band 6 to Band 7 for complex, high-risk, unclear, delayed or contentious referrals, and onward escalation to the Team Manager / senior operational lead where required.
To lead audit, learning and service improvement activity within the Hub, ensuring findings from KPIs, screening outcomes, incidents, complaints, referrer feedback and quality reviews are shared and embedded into practice.
To maintain effective working relationships with internal and external partners, representing the Crisis Access Hub in operational, governance and redesign forums as required.
To work clinically, partake in screening calls, role modelling, and working within the staffing establishment.
Person Specification
Training & Qualifications Essential
Registered mental health practitioner with current professional registration where required. Educated to degree level or equivalent experience in a health or social care discipline. Evidence of continuing professional development. Training or experience relevant to crisis care, risk assessment, safeguarding, management or quality improvement.
Desirable
Management or leadership qualifications. Project management qualifications. Training in telephone triage, urgent care, crisis pathway models, quality improvement, coaching, or supervision.
Experience Essential
Experience of working at a Band 6 or Band 7 Level Experience managing, supervising, or coordinating staff. Experience in crisis, urgent care, home treatment, liaison psychiatry, SPA, duty or assessment functions. Experience managing risk, safeguarding concerns, and complex operational situations. Experience monitoring performance standards and supporting service delivery improvements.
Desirable
Experience managing a multi-disciplinary team. Experience of quality assurance monitoring, audit leadership, roster management, recruitment, complaints, incidents, or budget awareness. Experience working with NHS 111, VCSE crisis alternatives or multi-borough services.
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.
Certificate of Sponsorship 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).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name South West London and St Georges Mental Health NHS Trust
Address Springfield University Hospital
Springfield Drive
London
SW17 0YF
United Kingdom
Employer's website https://www.swlstg.nhs.uk/ (Opens in a new tab)