Call Handler

To be the first point of contact for clients wishing to access the Parabl service for emotional
support, information or guidance about mental health problems.

**Main Duties and Responsibilities:
- To answer initial referral calls from Parabl clients who are wishing to access the service.
- To conduct a very brief initial assessment of the client’s needs and whether they are

suitable for the service.
- To book suitable clients in for a mental health telephone assessment.
- Occasional administrative tasks (during periods of downtime) including
- Photocopying
- Filing
- Shredding
- Scanning Documents

**General:
- To ensure that confidentiality is maintained at all times.
- The ability to work well within a team but also to use your own initiative.
- Excellent communication skills & telephone manner.
- Must be caring, empathic and supportive.

**Professional:
- To participate in the Adferiad Recovery core training.
- To attend regular Management support.
- To operate within and observe Adferiad policies and procedures.

**Essential Desirable Method of**
**Assessment**

**Qualifications:
- Certificate in Basic

Counselling or
Listening Skills
Application
form

**Experience:
- Experience of call handling
- Experience of dealing with people who

maybe distressed or anxious.
- Experience of

working with data
bases
- Experience of

working in the field
of mental health

Application
form

Interview

**Skills:
- Effective communication skills with an

emphasis on listening skills.
- Decision making skills (specifically

within the assessment process).
- Ability to cope with difficult

conversations.
- Ability to manage workload, meet

deadlines and work under pressure.
- Ability to work autonomously as well as

being a member of the team.
- IT literate to a high

standard

**Knowledge**:

- In depth knowledge across all aspects of
the Parabl service
- Knowledge and understanding of the

impact of mental health on individuals
lives and the stigma associated with
diagnosis and labelling; the importance
of working practice that doesn’t
reinforce stigma.

**Other Relevant**

**Requirements**:

- Full driving license and full access to a

vehicle for work purposes
- Welsh language skills Application

form
Interview