Call Handler

CNTW NHS Foundation Trust

This job is now closed

Job summary

Applications are sought from highly motivated Call Handler (band 3) with effective interpersonal and communication skills to join the Initial Response Team (IRT)

The Initial Response Team (IRT) is based at St Georges Park in Morpeth alongside the universal crisis team (UCT). As an IRT model we offer a single point of access into mental health crisis services.

As a UCT we have three pathways, working age adults, older persons, and young persons. All three pathways cover a 24hr service.

IRT is a small team of staff who work within the wider team of Crisis.

We are the front of house services that takes the initial call when someone if experiencing a mental health crisis.

We offer a telephone triage function that enables the service user to feel safe and supported during our contact.

The staff who work in the team are committed to making a difference and delivering a high standard of care to the service users and their carers.

Main duties of the job

Call handlers will be expected to accept calls from professionals, carers, and services users, and will be required to complete administrative tasks such as cancellation of appointments, clarification of appointment times, general enquiries whilst following a robust administration system to ensure there is a smooth transition for the service users.

Call handlers will record the detail of the call and direct onward referrals to the relevant service or directly to crisis clinicians for immediate intervention. This role requires the post holder to determine the immediacy of the situation and needs of the individual caller at that time. The role will require regular liaison with service users as well as their carers and health care professionals. The role is very challenging due to the difficulties experienced by our service users and as such, a robust supervision structure is in place to support staff with the role.

We would expect our Call handlers to be:

Caring and compassionate
Open, honest and transparent
Flexible to the needs of the service
ability to work in a 24/7 service
excellent communication skills
works well in a team as well as independently
excellent training opportunities
clinical and managerial supervision on a regular basis
induction package once commence your role

About us

The service is available 24 hours a day 365 days per year so a flexible attitude to shift working is required, with the expectation that staff are able to cover a 24hr duty rota. IT skills are also an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral is essential.

Training will be provided to any successful candidate.

Please note that this vacancy is for:

Two full time post (37.5 hours per week)

We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.

Date posted

26 April 2022

Pay scheme

Agenda for change

Band

Band 3

Salary

£20,330 to £21,777 a year per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

263-NL22-094-WB

Job locations

St Georges Park Hospital

Cottingwood Lane

Morpeth

NE61 2NU

Job description

Job responsibilities

Please find attached job description for full details.

Advertising date : 26th April 2022

Closing date : 4 May April 2022

We welcome your application.

Job description

Job responsibilities

Please find attached job description for full details.

Advertising date : 26th April 2022

Closing date : 4 May April 2022

We welcome your application.

Person Specification

Essential

Excellent IT Skills
Ability to work in a fast paced environment
Flexible approach to shift pattern

Desirable

Understanding of the role of Call Handler in a mental health Crisis setting
working in a team environment
Ability to work independantly
Ability to adapt in stressful situations
Professional telephone manner

Experience

Essential

Experience of working in a mental health or learning disability setting
knowledge of Mental Health

communication

Essential

Excellent communication skills
Ability to engage with people in distress

Person Specification

Essential

Excellent IT Skills
Ability to work in a fast paced environment
Flexible approach to shift pattern

Desirable

Understanding of the role of Call Handler in a mental health Crisis setting
working in a team environment
Ability to work independantly
Ability to adapt in stressful situations
Professional telephone manner

Experience

Essential

Experience of working in a mental health or learning disability setting
knowledge of Mental Health

communication

Essential

Excellent communication skills
Ability to engage with people in distress

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information