NHS SY ICB - Crisis Text Line Service

Descriptions

A high quality Crisis Text Service will provide timely, accessible, and effective support including a range of interventions tailored to meet the diverse needs of service users including: • Providing a clinically led service with Mental Health Practitioners undertaking the text based conversations. • Providing a service that caters to individuals across all age groups, ensuring that no one is excluded from accessing support. • Recognising that crisis can occur at any time and to anyone thus ensuring that the crisis text service operates 24/7, 365 days a year. • Offering the following range of support interventions to address the diverse needs of service users: Text based crisis intervention, emotional support, referrals to appropriate services, safety planning and risk formulation. • Ensuring appropriately qualified Mental Health Practitioners undertake comprehensive training that covers essential topics such as active listening, de-escalation techniques, suicide risk formulation, risk assessment and safety planning across all ages. • Ensuring clinical supervision and support for staff• Mental Health Practitioners completing training that addresses the diverse needs of all age groups and populations to ensure that all individuals receive culturally sensitive and inclusive support that meets their unique needs.• Integration with NHS 111 – Mental Health Option and signposting to local crisis services across South Yorkshire. • Providing South Yorkshire Integrated Care Board with quarterly Service Quality Performance Reports which detail the number of texters and conversations, escalations, day of the week, time of the day, topic of conversations, demographic breakdowns, and user satisfaction. • Providing ongoing support from a Partnership Manager, including marketing resources, quarterly review meetings, check-in calls, email support, contract review meeting and responses within 24 hours. • Being committed to working collaboratively with SYICB and other local partners to introduce more efficient and innovative ways of working.• Supporting with insight for local and targeted promotion across South Yorkshire.• Considering local feedback for service improvements.