Helpline Triage Nurse | Mental Health and Addiction Support Provider

  • Remote
  • £30,000 d.o.e.
  • Full Time
  • Medium
  • Full Time
  • 8+
  • Healthcare
  • Healthcare
  • 27/05/2024
  • Katharine

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.


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