Biki Ehikodi

• Manage incoming telephone referrals from individuals experiencing mental health crises, demonstrating empathy, professionalism, and effective communication.
• Undertake initial assessments and triage callers to identify risk, urgency, and appropriate support pathways.
• Deliver therapeutic interventions and emotional support during crisis calls, helping individuals manage immediate distress.
• Provide information, advice, and signposting to appropriate health, social care, and community services to meet individuals' needs.
• Escalate high-risk concerns promptly to senior clinicians and relevant crisis teams in line with safeguarding and organisational policies.
• Maintain accurate, timely, and confidential electronic records of all assessments, interventions, and conversations.
• Liaise effectively with multidisciplinary teams and partner agencies to ensure coordinated, person-centred care.
• Prioritise multiple referrals and work effectively in a fast-paced environment while meeting service standards and deadlines.
• Demonstrate sound judgement when assessing risk and contribute to safe decision-making for vulnerable individuals.

• Support adults with learning disabilities.
• Liaise with health professionals and families.
• Maintain accurate care records and reports.

(Early intervention for psychosis, Adult community mental health team, Inpatient adult Acute, Inpatient old person functional, inpatient old person dementia, just one number Norfolk (children's service))

• Undertake initial assessments and contribute to triaging service users.
• Respond to people experiencing mental health crises and escalate concerns appropriately.
• Carry out risk assessments and develop safety plans.
• Work collaboratively with multidisciplinary teams and community services.
• Maintain confidential electronic records and documentation.
• Provide compassionate support to vulnerable adults and families.
• Administered prescribed medication; monitored side effects for safety assurance.
• Facilitated group therapy sessions that encouraged peer interaction and support.

• Facilitating social interaction and hobbies
• Supporting cognitive stimulation (music, reminiscence, conversation)
• Following personalised care plans

• Dealing with customer queries as regards to medication and dispensing
• Liaised with healthcare professionals and other suppliers

• Handled high-volume phone, email and live chat enquiries.
• Resolved complex customer issues within deadlines.
• Maintained accurate records using CRM and Excel.
• Mentored colleagues and improved complaint handling.