Nhs Direct jobs in Telford

NXG Enterprises Ltd delivers a 24/7 All Age Crisis Text Support Servic, covering nine ICB footprints serving approximately 6.58 million people. Bank Crisis Text Responders deliver real-time, text-based crisis intervention to people in mental health distress, working within a clinical safety framework under direct shift-supervisor oversight. The bank supplements salaried staff and provides flexible surge cover across the 24/7 rota.

Key responsibilities

• Provide empathic, structured, real-time text-based support to people contacting the service in mental health crisis.
• Apply structured risk assessment (ideation, intent, plan, means, immediacy) and develop collaborative safety planning within text conversations.
• Recognise safeguarding concerns and escalate through the NXG pathway, including NHS 111 Option 2, local crisis teams, and emergency services.
• Manage concurrent text conversations safely on the Hubbub VCC platform, maintaining separation between conversations.
• Escalate to the on-shift supervisor for clinical decision support and Red-tier risk.
• Maintain accurate, confidential, contemporaneous case documentation in line with GDPR, ISO 27001, and NHS DSPT.
• Attend monthly clinical supervision, post-shift debrief, and reflective practice groups.

Person specification — essential

• Current active clinical or counselling registration: BACP (Registered or Accredited), HCPC, UKCP, NMC, BPS (Graduate Member or above), or SWE.
• Minimum three years post-qualification practice using your registered skills.
• Demonstrable mental health risk assessment and safeguarding experience.
• Right to work in the UK; Enhanced DBS clearance; two professional references covering the most recent five years.
• Capacity to commit a minimum of two 8-hour shifts per month, including some evening, weekend, or night cover.
• Stable, private home environment for confidential clinical work; reliable broadband; personal computer capable of running the Virtual Desktop client.
• Successful completion of pre-deployment competency assessment — TestGorilla and Harver chat simulation.

Person specification — desirable

• Prior crisis text or crisis line experience (Shout, Samaritans, Nightline, NHS 111 Option 2 or equivalent).
• ASIST, MHFA, or equivalent risk and safety planning training; trauma-informed practice, DBT, CBT or named modality.
• Lived experience or specialist knowledge in neurodiversity, LGBTQ+, faith, ethnic minority or disability communities.

Pay and conditions

• £18.00 per hour standard (day 08:00-16:00 and evening 16:00 - 22:00 shifts ) ; £20.00 per hour night shifts (22:00 to 06:00). 8-hour shifts.
• Rolled-up holiday pay at 12.07% paid with each shift.
• Bank holidays worked on rota attract the night-rate premium where applicable.
• NHS-model casual worker agreement: worker status, PAYE via SWG, NEST pension auto-enrolment per pay period.
• No mutuality of obligation; no exclusivity clause; concurrent employment permitted subject to Working Time Directive compliance and declared on the bank agreement.
• Minimum four 8-hour shifts per month to maintain active status.

Training and induction

All bank responders complete a paid induction before first live shift, covering text-based clinical communication, structured risk assessment, the NXG safeguarding pathway and NHS 111 Option 2 escalation, GDPR / ISO 27001 / DSPT compliance, and Hubbub VCC platform fluency. Two paired shadow shifts follow induction before the first live independent shift. Ongoing CPD, monthly clinical webinars, and reflective practice groups throughout bank tenure.

Pay: £18.00-£20.00 per hour

Application question(s):

• Do you hold a current, active professional registration with one of the following: BACP (Registered or Accredited), HCPC, UKCP, NMC, BPS (Graduate Member or above), or SWE?
• Do you have a minimum of three years of post-qualification practice using your registered skills?
• Do you hold a current Enhanced DBS certificate that includes both the Children's Barred List and the Adults' Barred List, and is your certificate registered on the DBS Update Service?
• Are you able to commit to working 8-hour shifts on a 24/7 rota, including some evenings, weekends, nights, or bank holidays as required?
• Can you commit to a minimum of four 8-hour shifts per month to maintain active bank status?
• Do you have a stable, private home environment and reliable broadband suitable for confidential remote clinical work on a Virtual Desktop platform?

Work Location: Remote