SUTTON MENTAL HEALTH FOUNDATION CHARITY COMPANY

Sutton Mental Health Foundation
Background to the Sutton Crisis Café service

Sutton Crisis Café is a new service offering out-of-hours support to people in mental health crisis as
an alternative to attending A&E.  It has two main aims; to benefit people experiencing a mild to
moderate mental health crisis by providing a safe, non-clinical supportive environment for them to
use, and to reduce demands upon hospital emergency departments and other mental health and
emergency services by providing a safe alternative to those services.

Sutton is one of the few areas locally without any alternative crisis provision to A&E, although it has
been something local people have been working towards for some time.  Through consultation and
co-production we have shown that there is widespread support for our Crisis Café model across all
sectors, from people who use mental health services locally to carers, clinicians and commissioners.

The key objectives of the service are to:

•  Provide a non-stigmatising, calm and safe environment
•  Provide support to help people resolve their crisis
•  Provide practical and emotional support to enable the person to better self- manage their

distress, aid their recovery, and reduce dependency

•  Ensure that support staff, peer supporters and volunteers are trained, supported and

professional in their approach

•  Operate as an alternative to Emergency Departments and other emergency services for
people experiencing a mental health crisis that does not require medical intervention
Link with wider services to ensure a joined-up partnership approach to the development of
local services

•

The service will provide immediate, focused and time-limited emotional and practical support to
people experiencing a mental health crisis that does not require clinical input.  It will work with
people experiencing a range of different distress, including psychosis.  The support will consist of:

•
•
•
•

identifying coping strategies and improving wellbeing
information and signposting
conversations, group conversations and activities
limited follow-up

We expect to run the service in the evenings, Monday-Sunday.  The service will be open every day of
the year.

Our model is a partnership approach between voluntary and statutory sector professionals and
trained Intentional Peer Support workers and volunteers. The needs and views of visitors to our
service will be at the heart of all that we do.

The café will offer individual and group support, peer support and mindful activities.  Those
attending the café should feel heard, understood and listened to and have trust in those they have
spoken with.  People will have the opportunity to receive support from staff members on a 1:1 basis
in a private room where personal information can be shared and discussed without being overheard
by others.  They will also have the opportunity to share the company of others in larger groups
where they can talk or undertake quiet activities, such as board games.

The service will provide informal peer support and buddying so those attending the café can benefit
from other people’s knowledge and understanding of the emotional and practical challenges faced
by people experiencing mental ill health.

Sutton Crisis Café Crisis Support Worker
Salary: £27,000 - £28,478 per annum pro rata
Hours: 20 hours per week (evenings and weekends, hours to be agreed)
Based at: 63 Downs Road, Belmont, SM2 5NR
Reporting to: Crisis Café Manager
Duration: Fixed term to 31st March 2022

This is a pilot project funded to 31st March 2022.  If successful, this will lead to an extension of
funding for the service for at least 2 years.

Summary
This is an exciting opportunity to join Sutton Mental Health Foundation as we build a brand new
Crisis Café service.  Working in the Crisis Café, your role will be to work with people experiencing a
mild to moderate mental health crisis.  You will make them feel safe and listened to, help them to
navigate their crisis over a series of visits, working with them towards a resolution of the crisis.

Benefits

•  Holiday – 28 days pro rata, rising to 33 days after 5 years’ service
•  Employee Assistance Program
•  Workplace Pension Scheme
•  Enhanced pay for working Christmas/New Year

Job Description
Service Delivery
•  To listen to and support people to de-escalate their immediate situation empowering them to
develop self-management techniques, build their assets and advocate for their own wishes.

•  To assess the risks and needs of people using the crisis café service.
•  To provide one-to-one support, information and guidance to help crisis café visitors to navigate

through their crisis, using an empowering, person-centered approach.

•  To work with Crisis Café visitors to promote mutuality and reciprocity, rather than dependency.
•  To treat with confidentiality any personal, private or sensitive information shard regarding

clients.

•  Have an understanding of, and the ability and motivation to implement excellent Equality &

Diversity practice

General Duties
•  To complete all necessary training, including Intentional Peer Support training.
•  To work effectively as part of a team with management staff and volunteers in the Crisis Café,

communicating clearly to ensure relevant information is shared.

•  To keep the needs and views of visitors to the Crisis Café to service at the centre of working

practice.

•  To take part in Team Meetings and engage in reflective supervision outside of the operational

hours of the Crisis Café.

•  To undertake accurate data collection, recording outcomes and user experience measures.
•  To participate in the external evaluation of the service as required.
•  To engage in an annual appraisal.
•  To implement all necessary policies and procedures for the safe and effective running of the

service.

•  To operate in accordance with the ethos and values of SMHF and the Sutton Crisis Café service.

Health and Safety
•  To work to ensure a healthy and safe environment for all employees, visitors, visiting

professionals and other visitors by ensuring service delivery is in line with SMHF’s commitment
to Health and safety and our organisational procedures and H&S Legislation.

Management of resources
•  To work according to Crisis Café’s budget and SMHF’s financial policies and procedures.
•  To make best use of SMHF’s property, equipment and Information Technology at all times in the

Crisis Café.

SAFEGUARDING: Sutton Mental Health Foundation is committed to safeguarding and promoting the
welfare of adults, children and young people who are potentially at risk, and we therefore expect all
staff and volunteers to do the same. We require all staff to undertake internal and external
safeguarding training throughout their employment with SMHF.

An enhanced DBS check is required for this post.

This job description is subject to change depending on the needs of the service.

Sutton Mental Health Foundation

PERSON SPECIFICATION
Sutton Crisis Café Deputy Manager

 ‘E’ denotes essential criteria which will be used in shortlisting, while ‘D’ denotes desirable qualities or factors.

1. KNOWLEDGE AND EXPERIENCE

•  Experience of engaging positively with visitors (using a person-centred approach) and

E

stakeholders involved in their care to form collaborative, warm and empathetic relationships
with diverse individuals leading to positive outcomes

•  Experience of confidently and effectively assessing risks and needs, as well as developing

appropriate risk management plans

•  Understanding of issues facing people in a mental health crisis, and experience of

communicating effectively with people in a mental health crisis to finding safe and positive
ways to ‘hold’ and de-escalate situations. Supporting your staff to do the same and managing
them in an enabling way so they can safely debrief and learn from such experiences

•  Demonstrable experience of working in and helping with the delivery of services for and with

people with mental health and complex needs. (min 1 year)

•  Demonstrable experience of supervising staff and volunteers
•  Understanding of working in partnership with statutory mental health services
•  Experience in responding to and dealing effectively with complaints and managing

safeguarding issues in situ as they arise

•  Experience of positively promoting organisation/service and creating marketing material.
•  Experience of overseeing training programmes/training needs audits etc
•

In managing  and updating policies and procedures

E

E

E

E
E
D

D
D
D

2. EDUCATION

2.1

There are no specific educational or professional qualifications needed for this post. However, applicants must

have a good level of literacy and be able to communicate with clients, professionals and carers

3. SKILLS AND ABILITIES

3.1

in communicating effectively across cultural boundaries

3.2

in effective time management

3.3

in helping manage a service and working co-operatively as part of a team

3.4

in maintaining the requirements of a confidentiality policy

3.5

in working independently and taking initiative

3.6

in effectively using IT including case management systems, excel and equivalent

E

E

E

E

E

E

3.7

in speaking and writing fluent English and explaining information face
to face, over the ‘phone and in writing

3.8

in keeping accurate and concise records

E

E

4. PHYSICAL REQUIREMENTS

4.1

Sufficiently healthy and physically able to carry out the duties in the job description. The premises has a lift to
the first floor but some rooms are only accessible by a short flights of (3 or 4) stairs

E

5. OTHER

5.1

Be able and willing to work the hours required, as needed bearing in mind that this service operates 365 days a
year, 7 days a week, in the evenings.

E

JOB DESCRIPTION

BUSINESS MANAGER, responsible to the CEO

Salary c. 28-35K pa, depending on experience/6 month contract/ part time appointment (28
hours per week), hybrid role.

Sutton Mental Health Foundation is a well-established local charity serving people in Sutton
whose mental health impacts their lives, for over 30 years.  We run a wide range of services,
including a day service with wellbeing activities and drop in, an Intentional Peer Support
service and the Sutton Crisis Café, from our premises in Belmont, Surrey.

We are looking to recruit a Business Manager to support our CEO who, reporting to the
Board, is responsible for the overall direction and management of the organisation. The
charity will shortly undergo a major recommissioning which will require the CEO’s direct
focus.  We are therefore looking for someone, short term, to support the CEO by relieving
them of some of the day to day business tasks.

Main duties of the Business Manager will be:

•  Policies and procedures – keep up to date register of policies and risk assessments,
coordinate updates of policies and risk assessments, update handbooks, plans and
and SOPs,

•  HR (coordinating recruitment, advertising, contracts, onboarding, Bright HR,

pensions, timesheet, appraisal timetable).

•  Health and Safety – risk assessments and fire drill
•  Coordinating training
•  Support for Board – coordinating meeting dates, venues, agendas, papers, minutes.
•  Staff meetings & team events - arranging, holding, follow up.
•  Publicity and outside promotional events
•  Assist with evaluation of services, and monitoring reports for commissioners
•  Project support
•  Other things as needed

Experience

Essential:
•  All of the above (3 years +)
•  Organised and self-motivated, good at delivering to deadlines
•  Able to work as part of the established wider team.
•  Senior management role in organisation with 20-30 staff (preferably a charity or

voluntary sector organisation).

Desirable

•  Lived or shared experience of mental health.

Sutton Mental Health Foundation

PERSON SPECIFICATION
Sutton Crisis Café Manager

 ‘E’ denotes essential criteria which will be used in shortlisting, while ‘D’ denotes desirable qualities or factors.

1. KNOWLEDGE AND EXPERIENCE

•  Experience of engaging positively with visitors (using a person-centred approach) and
stakeholders involved in their care to form collaborative, warm and empathetic
relationships with diverse individuals leading to positive outcomes..

E

•  Experience of confidently and effectively assessing risks and needs, as well as

developing appropriate risk management plans.

•  Understanding of issues facing people in a mental health crisis, and experience of
communicating effectively with people in a mental health crisis to finding safe and
positive ways to ‘hold’ and de-escalate situations.  Supporting your staff to do the same
and managing them in an enabling way so they can safely debrief and learn from such
experiences.

•  Demonstrable experience of managing the operational delivery of services for and with

people with mental health and complex needs (min 1 year).

•  Experience of creating a staff rota and dealing with gaps due to unexpected staff sickness

(including taking personal responsibility to cover if necessary) etc.

•  Demonstrable experience of recruitment, induction, supervision, motivation, appraisal,

training, disciplinary and grievance issues (min 2 years).

•  Experience of performance monitoring, delivering KPIs and consistently high service user

standards.

•  Understanding of working in partnership with statutory mental health services.

•  Experience in responding to and dealing effectively with complaints and managing

safeguarding issues in situ as they arise.

•  Experience of positively promoting organisation/service at external events, including

delivering presentations and creating marketing material.

•  Experience of working with BAME communities and young people.

•  Knowledge of relevant legislation, eg Community Care, Mental health, Health and Safety

and welfare benefits legislation.

E

E

E

  E

E

E

E

E

D

D

D

2. EDUCATION

2.1

There are no specific educational or professional qualifications needed for this post.  However, applicants must
have a good level of literacy and be able to communicate with clients, professionals and carers.

3. SKILLS AND ABILITIES

3.1

In communicating effectively across cultural boundaries

3.2

In effective time management

3.3

In managing a service and working co-operatively as part of a team

3.4

In effectively managing budgets

3.5

In maintaining the requirements of a confidentiality policy

3.6

In working independently and taking initiative

3.7

In effectively using IT including case management systems, excel and equivalent

3.8

In speaking and writing fluent English and explaining information face
to face, over the ‘phone and in writing

3.9

In writing clear and concise records and reports

E

E

E

E

E

E

E

E

E

4. PHYSICAL REQUIREMENTS

4.1

Sufficiently healthy and physically able to carry out the duties in the job description.  The premises has a lift to
the first floor but some rooms are only accessible by a short flight of (3 or 4) stairs.

E

5. OTHER

5.1

Be able and willing to work the hours required, as needed bearing in mind that this service operates 365 days a
year, 7 days a week, in the evenings.

E

Sutton Mental Health Foundation

PERSON SPECIFICATION
Sutton Crisis Café Crisis Support Worker

 ‘E’ denotes essential criteria which will be used in shortlisting, while ‘D’ denotes desirable qualities or factors.

1. KNOWLEDGE AND EXPERIENCE

•  Experience of supporting and engaging positively with vulnerable adults (and
stakeholders involved in their care) using a person-centred approach to form
collaborative, warm and empathetic relationships leading to positive outcomes..

E

•  Experience of confidently and effectively assessing risks and needs, as well as

developing appropriate risk management plans.

•  Understanding of issues facing people in a mental health crisis, and experience of
communicating effectively with people in a mental health crisis to finding safe and
positive ways to ‘hold’ and de-escalate situations.

•  Strong grasp of equal opportunities, confidentiality, data protection, risk management

and anti-discrimination practice

•  Knowledge of local mental health services

•  Experience of positively promoting organisation/service at external events, including

delivering presentations and creating marketing material

•  Experience of working with BAME communities and young people

•  Knowledge of relevant legislation, eg Community Care, Mental health, Health and Safety

and welfare benefits legislation

E

E

E

D

D

D

D

2. EDUCATION

2.1

There are no specific educational or professional qualifications needed for this post.  However, applicants must
have a good level of literacy and be able to communicate with clients, professionals and carers.

3. SKILLS AND ABILITIES

3.1

Excellent listening skills

3.2

Effective time management skills

3.3

Working co-operatively as part of a team

3.4

Dealing effectively and calmly with challenging situations as they arise

3.5

Working independently and taking initiative

3.6

Effectively using IT including case management systems, Microsoft 365 and equivalent

E

E

E

E

E

E

3.7

Speaking and writing fluent English and explaining information face
to face, over the ‘phone and in writing and communicating effectively across cultural boundaries

3.8

Effectively following SMHF policies and procedures

3.9

Positive and flexible attitude to work

E

E

4. PHYSICAL REQUIREMENTS

4.1

Sufficiently healthy and physically able to carry out the duties in the job description.  The premises has a lift to
the first floor but some rooms are only accessible by a short flight of (3 or 4) stairs.

E

5. OTHER

5.1

Be able and willing to work the hours required, as needed bearing in mind that this service operates 365 days a
year, 7 days a week, in the evenings.

E

5.2

Be able and willing to undertake all necessary training and supervision

E