Call Handler
The closing date is 16 September 2025
Job summary
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at the Carleton Clinic, in Carlisle.
IRS offers a single point of access into mental health services. Call handlers will be expected to accept calls from both professionals and services users, and will be required to complete administrative tasks such as clarification of appointment times or general enquiries. IRS accepts referrals into both Community and Crisis Mental Health Services.
The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.
Main duties of the job
The role involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team, to support all patients in receiving a positive, high quality and seamless experience throughout.
This role also requires the post holder to manage calls from service users who may be in crisis and you will supported through a training package to determine the immediacy of the situation and needs of the individual caller at that time.
The post holder will be resilient, resourceful, and be able to manage calls that may at times be distressing or require an emergency response. A robust supervision structure is in place to support staff due to the challenges of the role.
The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.
We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environment
About us
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.
Details
Date posted
02 September 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
263-CCG25-307-AD
Job locations
Carleton Clinic
Cumwhinton Drive
Carlisle
CA1 3SX
Employer details
Employer name
Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust
Address
Carleton Clinic
Cumwhinton Drive
Carlisle
CA1 3SX
Employer's website
https://www.cntw.nhs.uk/careers/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
