Call Handler - Initial Response Service

You will use your communication skills to engage with individuals who may be distressed, providing reassurance, clear information and support, while working closely with clinical teams and partner services to ensure the right care is delivered at the right time.

You will also play a key role in supporting the smooth running and development of the service, using your organisational skills to maintain accurate records, prioritise workload and ensure information is managed effectively. You will contribute to continuous service improvement by identifying opportunities to enhance processes, supporting team learning, and helping shape a responsive, high-quality service.

This is an exciting opportunity to be part of a forward-thinking team, where your contribution will directly influence how urgent mental services evolve and improve for the people who need them most.

If you think this could be you, someone compassionate, resilient and motived to support people at times of crisis - we would love to hear from you.

We encourage you to review the full Job Description for further details on the scope and responsibilities of the post.

Join our Initial Response Service (IRS) as a call handler and become a vital first point of contact for people seeking urgent mental health support. In this fast-paced and rewarding role, you will manage and triage incoming calls, ensuring each person receives a timely, compassionate and appropriate response while supporting safe and effective referral pathways.

The postholder will provide professional call handling and referral support as part of the Initial Response Service, acting as a key point of contact for services users, carers and professionals. Key responsibilities include receiving and triaging calls, accurately recording information, and ensuring enquiries are appropriately routed in line with agreed referral pathways.

The role involves effective communication in often sensitive or distressing situations, providing reassurance, guidance and information, while working collaboratively with clinical teams and partner agencies. The post holder must maintain confidentiality, escalate risks appropriately and ensure timely onward referrals.

Additional responsibilities include prioritising workload, supporting administrative processes such as appointment booking, contributing to service improvement, and adhering to Trust policies, standards and values at all times.

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Qualifications

Essential: - NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards

Desirable: - Knowledge of Trust electronic record system

Experience

Essential: - Experience of working with service users with complex mental health needs; - Person centred care for those Mental health / learning disabilities needs

Desirable: - Experience working with people with mental health needs; - Experience in a healthcare or call handling environment.

Skills

Essential: - Good telephone and communication skills; - Ability to communicate sensitively with distressed callers.; - Good IT skills, including advanced keyboard skills.

Desirable: - Knowledge of NHS services and referral processes

Knowledge

Essential: - Working knowledge of Microsoft packages or equivalent.; - Maintaining administrative / secretarial systems

Desirable: - Knowledge of NHS policy / procedures. Knowledge of medical terminology

Other

Essential: - Able to meet the mobility requirements of the post.; - Demonstrates respect dignity and integrity; - Team worker