Mental Health Triage Advisor

Main Duties and Responsibilities

• Initial Contact and Triage: Act as the first response for enquiries relating to mental health or emotional wellbeing support.
• Use structured triage tools to gather relevant information on risk, safeguarding factors, and presenting needs.
• Identify when concerns require escalation to senior staff, safeguarding teams, or partner agencies.
• Ensure all contacts receive a calm, empathetic, and person-centred response.

Coordination and Signposting

• Provide highquality information on local support offers including Early Help, Family Hubs, VCFSE mental health services, NHS Mental Health Services, and digital self-help resources.
• Liaise with partner organisations to check eligibility, availability, and referral pathways.
• Facilitate warm handovers to appropriate support where needed.

Record Keeping and Data Quality

• Accurately record all triage activity on organisational systems.
• Ensure data is captured in line with GDPR, safeguarding expectations, and internal quality standards.
• Support monitoring and reporting processes, identifying trends or recurring themes.

Partnership Working

• Maintain positive working relationships with social care, community groups, health services, and the VCFSE sector.
• Participate in multiagency discussions where appropriate.
• Promote consistent information sharing practices and help maintain updated knowledge of local provision.

Service Improvement

• Contribute to the development and review of triage tools, scripts, and processes.
• Provide feedback on gaps in provision or emerging needs.
• Support colleagues in delivering a highquality, responsive service.