Make a real impact - every hour of every day
Are you ready to lead one of the most critical access points in mental health care?
Our Single Point of Access (SPA) is a 24/7, high-demand service handling around 50,000 calls annually, supporting people in crisis and connecting them to the right care - fast. As our SPA Service Manager, you’ll play a pivotal leadership role in shaping how urgent mental health support is delivered across three diverse boroughs.
This is more than an operational role—it’s an opportunity to transform pathways, improve outcomes, and influence system-wide change.
Why this role matters
Demand for urgent mental health support is rising - and with it, the need for innovative, resilient leadership.
You’ll lead a service that:
Integrates NHS 111 “Press 2 for Mental Health”, enhancing accessibility and responsiveness
Works at the frontline of urgent care, where performance, speed, and compassion are critical
Uses digital tools like MiDOS and NHS Pathways to streamline triage and improve patient flow
Collaborates with partners including London Ambulance Service, police, and local authorities
Delivers a 2-hour Urgent Crisis Response, helping reduce unnecessary A&E attendances
You’ll also oversee vital safeguarding processes, including Merlin reports, ensuring vulnerable individuals receive timely and appropriate follow-up.
What you’ll be leading
A fast-paced, high-pressure crisis access service operating 24/7
A skilled, multidisciplinary workforce delivering triage, risk assessment, and intervention
Service transformation in response to increasing call volumes and system pressures
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as ‘Good’ overall by the Care Quality Commission. Forensic services are rated as ‘Outstanding’.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
