The Mental Health Intake and Support Officer is responsible for supporting the Mental Health triage clinicians and clinical services team with the processing of referrals to the mental health and suicide prevention services commissioned by Central Eastern Sydney PHN (CESPHN). This part time role involves administrative tasks including data entry, as well as a large customer service component involving direct communication with referrers and the general public. The Mental Health Intake Officer is responsible for handling telephone and email enquiries, providing alternative referral options to referrers and general assistance.
This role also involves supporting the Head to Health phone service by having a good understanding of the local services and providing referral options to the Initial Assessment and Referral (IAR) Phone Service Clinicians.
In accordance with a stepped care approach, the Mental Health Intake Officer will play a key role in promoting a person-centered, recovery-oriented approach to delivering program support to consumers, carers, and their families, in addition to providing assistance to ineligible clients throughout the referral process.
About this job
- 3 days per week/ Work from office initially with hybrid arrangements
- Office based in Mascot (close to public transport)
- Purpose driven organisation
Central and Eastern Sydney PHN (CESPHN) is a not-for-profit regionally based primary health care organisation. Our region stretches from Strathfield to Sutherland, as far east as Bondi, and also includes Lord Howe Island. Our vision is better health and wellbeing of the people who live and work in our region. We work at the system level to improve the integration of care. We work at the service level to improve practice in primary health care and commission local health and wellbeing services that meet local needs.
Key responsibilities
- Act as the initial contact for information and referral to CESPHN commissioned programs and services including Psychological Support Services (PSS) and the IAR Phone Service.
- Provide clear, accurate and relevant support, resources, advice and information to clients/carers, staff, and external stakeholders. This includes, follow up on enquiries relevant to the programs.
- Promote and educate referring organisations and clients on CESPHN commissioned programs, services and eligibility requirements including providing referral pathways to ineligible clients, liaising with General Practitioners (GPs), consumers and carers and other referrers.
- Enter mental health referrals into the client information system (CIMS)
- Build and maintain relationships with local services, to utilise local service expertise to understand existing local and region-based challenges and services available.
Selection Criteria to be addressed in Cover Letter
- Sound administration, computer, and data entry skills. This includes comprehensive computer literacy knowledge in Microsoft Office based computing applications e.g., Microsoft Office, spreadsheet and database applications as well as experience using Client Information Management Systems
- Sound organisational skills with proven ability to work autonomously as well as effectively as a member of a high performing team
- Excellent verbal, written and electronic communication skills
- Excellent interpersonal skills, with the ability to engage quickly and seamlessly with callers
- Significant experience in prioritising tasks, excellent management skills and ability to problem solve
- Demonstrated experience in establishing and maintaining relationships with both internal and external partners and key stakeholders
- Experience in managing customer relations with a strong customer service orientation and commitment to confidentiality and sensitivity of role.
If you have any questions about the role contact: Recruitment on [email protected].
CESPHN is an equal employment opportunity employer committed to equity, diversity and social inclusion. Applications are encouraged from Aboriginal and Torres Strait Islander people.