Helpline Triage Nurse

Triage Nurse for Helpline (Band 4 or above)
Mental Health and Addiction Support Provider 

£30,000 d.o.e. plus telephone and laptop
Contract: Full time, permanent
Career Development: Supported and ongoing
Supervision: Supported and ongoing
Location: Remote working – all equipment provided
Travel: Occasional travel required
Reporting to: HR

About Us

We are a rapidly expanding provider of mental health and addiction support, partnering with companies and organisations that recognise the importance of their employees’ mental well-being. Our services connect our clients’ employees to a nationwide network of therapists, counsellors, and psychotherapists with many independent practitioners and partner organisations.

Our helpline is manned by fully trained Triage Nurses, offering immediate and exceptional support to those in need.

With over 25 years of experience in the mental health and addiction fields, our Founder has built a team that embodies professionalism, expertise, and discretion. Above all we are effective.

About The Role

 We are seeking an experienced Triage Nurse to manage and triage calls, emails, and texts. You will need to action, if appropriate, referrals to a suitable therapist via our Network of Counsellors or our Addiction Pathway.

Key Responsibilities

  • Answering and triaging calls, emails and texts via our telephone or email helplines.
  • Actioning, if appropriate, referrals to a suitable therapist via our Network of Counsellors.
  • Actioning, if appropriate, referrals utilising our Addiction Pathway. This may include sourcing in or out-patient rehabilitation and/or detoxification using our trusted partners.
  • Continually sourcing new therapists and services to collaborate with, and ensuring they comply with our due diligence processes.
  • Signposting appropriately to NHS crisis services or other external services on a needs-led basis, always putting the client’s needs first.
  • Understanding the service provision’s limitations and boundaries.
  • Accurate and immediate record-keeping and administration duties to support the job function as necessary.

Other General Responsibilities

  • Maintain professional qualifications, registers and continue professional development in accordance with good practice.
  • Participate in clinical supervision (company funded).
  • Stay updated with current government mental health policies and activities.
  • Adhere to our policies, procedures, and behavioural standards.
  • Collaborate with other team members where appropriate.

Key Objectives

  • Ensure client satisfaction.
  • Manageable total of calls taken.
  • Achieve successful client placements.
  • Complete the Preceptorship Programme within 6 months.
  • Meet additional objectives set during appraisals.

About You

Essential Skills

  • Expertise in assessing and triaging a diverse range of patients with addiction and/or mental health conditions.
  • Proficiency in signposting, managing risk and safeguarding.
  • Compassionate, empathetic, and non-judgmental approach.
  • Ability to handle sensitive issues with confidentiality.
  • Calm, tactful, and diplomatic demeanour.
  • Commitment to evidence-based and reflective practice.
  • High professional standards and effective communication skills.
  • Experience with diverse mental health conditions and addiction impacts.
  • Adaptable communication skills for diverse patient needs, including those with neurodiversity.

Qualifications and Training

  • Degree or equivalent experience in a relevant field.
  • Registration with appropriate body (NMC).
  • Knowledge of Mental Health Act (1983).
  • Experience of the Care Planning process.
  • Completion of mandatory and statutory training.
  • Willingness to learn new skills and improve professional standards.
  • Ability to advocate for patients.
  • IT literate, Microsoft 365, particularly Excel.


All applications through Katharine Landale at Bold New Recruitment. Please send your CV and a covering letter stating why you should be considered for this role to Katharine Landale,

Thank you.


Clinical Psychologist/Counselling Psychologist and Clinical Lead

A rare opportunity for a trauma specialist to shape and evolve a new therapeutic service.

We are seeking a highly skilled and compassionate Clinical/Counselling Psychologist to take on the role of Clinical Lead for our new therapeutic pilot.

As a trauma specialist, you will have a unique opportunity to spearhead the development and evolution of this crucial service. Your responsibilities as the Clinical Lead will encompass designing and implementing evidence-based therapeutic interventions, coordinating a multidisciplinary team of professionals, and ensuring the highest standards of care are maintained. Additionally, you will have the chance to collaborate with external agencies and organisations to raise awareness and promote prevention efforts.

Our Aim

The internet has transformed many aspects of our daily lives for the better. But there is an inescapable darker side that must be acknowledged and tackled. Growing numbers of children and young people are being targeted by adult offenders through their phones and tablets and other digital devices to sexually abuse, groom, and exploit. Many believe it is the single biggest threat to today’s younger generation.

Whilst tech companies are working together to stop innocent young lives falling into the offenders’ traps, there is scant support available for those who sadly fall into their criminal clutches and suffer extreme trauma.

A national children’s charity, which has worked for 30 years supporting young victims of crime, is developing a new therapeutic service to tackle the harms caused by online sexual abuse and is looking for a trauma specialist to lead the work.

It is an extremely rare opportunity to join the organisation at the beginning of an exciting new phase of its development and lead what is expected to be a significant expansion of its therapeutic services.

Embrace has secured philanthropic funding to pilot the new service likely to be in the north of England with a planned national roll out to follow the pilot. The ambition is to reach as many young people as possible needing specialist help and support to recover from potentially life-changing trauma.

It is expected that referrals for the pilot service will initially come from participating safeguarding agencies (including police and schools) with self-referrals invited in later tranches of the roll-out.

This is a unique opportunity for the right candidate to make a real difference to children and young people suffering behind closed doors.

History and background of Embrace

Embrace Child Victims of Crime (Embrace) is the only national children’s charity that focuses solely on helping young people to recover from the effects of serious crime; tackling their trauma, helping them to rebuild their lives and move forward confidently.

With its roots in the criminal justice sector, Embrace was founded by police officers in Cheshire after the Warrington terrorist bomb in 1992 took the lives of two young boys. Quickly, the cause was taken up by police across the country and the charity Child Victims of Crime was established.

Today Embrace offers a range of trauma-informed and practical services for children, young people and families along with specialist counselling therapies for those suffering the most complex trauma. The charity reports that, sadly, they are seeing increased numbers of complex cases, with abuse and violence leading the reasons for referral. Many families blighted by crime are already in difficult economic circumstances.

The year ending 31 March 2023 was the charity’s most successful, having weathered the pandemic and having developed organically. Some  5,500 children and young people received support from Embrace and fundraising topped £800,000.

Working on the principle of the ‘right services at the right time’ and with the goal of providing tailored, bespoke support that meets the needs of individuals, Embrace is a lifeline for many children and young people unable to access the right kind of support services, or indeed any support at all.

Talking therapies – everything from an empathetic listening ear to trauma-focused cognitive behavioural therapy – are Embrace’s core services; with advice, guidance and cost-of-living support important complementary activities. These sit alongside our recovery services including the Embrace Toybank, family breaks, theme park days out and our Christmas/winter support packages provided by voluntary fundraising and our corporate partners.

The charity is registered with the Charity Commission as an Incorporated Charitable Organisation (ICO) with its HQ in Thorpe Wood, Peterborough, the base for the triage teams and child advocate case managers. With some in-house counsellors, the majority of counselling is carried out by associate therapists based across the country offering face to face, telephone or internet counselling.

Job description for Clinical Lead

  • Manage referrals to a new therapeutic service for children and young people who have experienced online abuse; this will include receiving and responding to referrals made online and by telephone
  • Conduct clinical assessments online and by telephone of children and families in order to determine the therapeutic intervention offered
  • Administer, score, interpret and apply findings of psychometric measures and other questionnaires
  • Develop initial formulations of clients’ presenting difficulties
  • Match children and families to appropriate therapist in the Embrace therapist network; liaise with children, families and therapists in order for therapy to commence
  • Help to identify and recruit new therapists for the network
  • Case management: conduct regular reviews with therapists regarding therapeutic progress and inform decisions about therapy including length and endings
  • Provide clinical support to therapists
  • Organise and facilitate group reflective practice and support sessions (and similar) for therapists
  • Liaise with other Embrace staff and project start-up team in order to ensure the smooth development and delivery of this new service
  • Refer to and work with other agencies as appropriate according to the mental health and other needs of children and families
  • Contribute to the development and delivery of training for therapists on the nature, dynamics and impact of online sexual abuse and promising and appropriate therapeutic approaches
  • Contribute to the development of a semi-structured set of psychoeducational and supportive sessions for parents and carers whose children have been sexually abused online or via technology
  • Audit and evaluate the effectiveness of the service by: administering and managing the administration of psychometric and other questionnaires; scoring and interpreting them; collating and communicating (including in reports) the findings
  • (Possible) Deliver therapy to children and families affected by online sexual abuse

Person specification

  • Qualification in Clinical or Counselling Psychology
  • Registration with the Health and Care Professions Council (HCPC)
  • Experience of assessment and therapeutic work with children and young people who have experienced abuse and trauma
  • Training, experience and skills in at least three psychological therapies evidenced or with promise in helping children recover from trauma and/or significant mental health difficulties such as eating disorders, self-harm, PTSD and depression
  • Experience and skill in developing and delivering training
  • Experience and skill in service evaluation and audit
  • Experience and skill in supporting other therapists
  • Skills in engaging distressed children who may be ambivalent about support
  • Ability to work independently
  • Experience and skill in working collaboratively with others

Key details

  • Term: 12 month fixed term initially with view to this being extended and the pilot rolled out nationwide if the pilot is successful
  • Hours: 40 hours a week: 10am – 6pm (there is some flexibility)
  • NEST Pension: Employer contribution 3%, Employee contribution 5%
  • Annual leave: 25 days + bank holidays (FTE)
  • Sickness Absence: Currently being reviewed.
  • Probation: 3 months
  • Salary range: £40,000- £60,000
  • Location: Remote working but the pilot is likely to be in the North of England with monthly travel to the head office in Peterborough. Expenses will be paid.


Further information and all applications through Katharine Landale at Bold New Recruitment. Please email your CV and a covering letter stating why you should be considered for this role to Katharine at Please note that any applications without a covering letter will be disregarded.

Thank you for your interest.