Supporting NHS mental health services

Our Customer Wellbeing team work round the clock delivering urgent support and response to customers and people in need. 

Their work includes:

• Out-of-hours telephone support for customers, including arranging emergency repairs
• 24-hour support for NCHA care and support customers
• Delivering a mental health ‘triage’ service for the NHS 111 phoneline in Sheffield and parts West Yorkshire.

Call 111, and select the option for mental health support

For over a decade, the NHS 111 service has been offering 24-hour phone support and signposting for people who are feeling physically unwell. Last year, they expanded the offer to support people with mental ill health.

The service offers a full package of mental health crisis support and is completely free to use. It’s available to anyone in the UK, of any age who is experiencing a mental health crisis or needs urgent support for a loved one. 

Find out more on the NHS website.

For emergency situations, and if you are concerned a person is a danger to themselves or others, please always call 999.

Supporting the NHS service

Our Customer Wellbeing team deliver this 111, option 'mental health' service for Sheffield Health and Social Care NHS Foundation Trust and West Yorkshire Integrated Care Board.

Working round the clock, 30 agents respond to 4,000 calls every month, identifying what’s required and referring where needed. Our team are highly skilled in mental health emergency support, work closely with crisis teams at both trusts and have established care plans for frequent callers. 

Kimberley Clarke, Customer Experience Team Leader:

“Our team recognise how difficult it is to pick up the phone and ask for help, and they work hard to make sure each caller gets the support they need.
 
“We’ve had some excellent feedback from crisis teams commenting on the way our team are triaging these calls and delivering support that’s tailored to the individual. 

“It’s a really challenging job, that requires a lot of resilience, but it’s also extremely rewarding to know we’re supporting those in their darkest moments and saving lives every day. We’re incredibly proud of the team and the service that we have developed.”

Find out more about the work we deliver in support people with mental ill health in Our Plan for Mental Health.