Call Handler

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.
Job description Job responsibilities Please find attached job description for full details.
Advertising date : 26th November 2024 Closing date : 11th December 2024 We welcome your application.
Person Specification Education and Qualification Essential NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards Knowledge and Experience Essential Experience of working within a mental health setting Person centred care Skills and Competencies Essential Good interpersonal and communication skills Ability to prioritise and manage own workload Enhanced Literacy skills Numeracy skills Excellent IT skills Desirable Record keeping skills Role/Team specific requirements Essential Flexible Open to change Open and honest Motivated Demonstrates respect, dignity and integrity