Mental Health Advisor(UK Visa Sponsorship)

Job Description

Overview of the Role

This is a frontline mental health support role within the new NHS 111 Option 2 Mental Health Service across the Durham Tees Valley region. The service provides rapid access to mental health support for individuals in distress, offering a direct route to crisis care through telephone-based triage and guidance.

As a Mental Health Advisor, you will be the first point of contact for individuals experiencing emotional distress or mental health crisis. Your role will focus on listening, assessing needs, providing reassurance, and ensuring callers are directed to the most appropriate level of care.

Key Responsibilities

In this role, you will:

• Act as the initial contact for individuals calling NHS 111 Option 2 for mental health support
  Provide calm, empathetic, and supportive communication to people in distress
  Carry out structured triage using approved screening pathways
  Collect and record accurate patient information and clinical details
  Signpost callers to appropriate services such as crisis teams, community mental health services, or emergency support
  Collaborate with Crisis Resolution and Home Treatment Teams for urgent cases
  Support safe and effective care navigation across mental health services
  Maintain a positive, non-stigmatising approach toward mental health conditions
  Work within a 24/7 rota system, including evenings, nights, weekends, and bank holidays

About the Service

Tees Esk and Wear Valleys NHS Foundation Trust delivers mental health and learning disability services across the North East of England.

• The NHS 111 Option 2 Mental Health pathway is a new, accessible service designed to improve crisis response and reduce barriers to mental health care. It ensures people can receive timely support without needing to attend emergency departments unnecessarily.

About You

This role is ideal for someone who is compassionate, resilient, and able to remain calm under pressure.

Essential Requirements:

• NVQ Level 3 in Health, Customer Service, or Business Administration (or willingness to work towards it)
  Previous experience in patient care or customer-facing roles
  Strong communication and interpersonal skills
  Ability to manage workload and prioritise effectively
  Good literacy, numeracy, and IT skills (Microsoft Office)
  Ability to handle sensitive and emotionally challenging conversations

Desirable Experience:

• Experience working in mental health, social care, or learning disability services
  Experience in customer service or complaint handling
  Experience working shift patterns including evenings and weekends
  Accurate record-keeping experience

Skills and Attributes

You will need to demonstrate:

• Strong listening and empathy skills
  Ability to stay calm in crisis situations
  Confidence in decision-making and problem-solving
  High level of attention to detail
  Ability to work independently and as part of a team
  Effective communication with service users and healthcare professionals

Important Notice (Visa & Eligibility)

This role does not meet the salary threshold for Skilled Worker visa sponsorship. Applicants must already have the right to work in the UK.

Useful official guidance:

• NHS Health Care Worker visa overview
  Skilled Worker visa details
  Right to work checks
  NHS Careers information
  Mental health support pathways (NHS)

Equality and Inclusion

Tees Esk and Wear Valleys NHS Foundation Trust is committed to delivering inclusive mental health services and fostering a supportive working environment. The Trust values diversity and ensures equal opportunities for all staff and service users.

Why Apply?

This is a meaningful opportunity to support people at a critical moment in their lives. You will play a key role in ensuring individuals experiencing mental health distress receive timely, compassionate, and appropriate care.

You will join a supportive team working in a fast-paced environment where every call makes a real difference.