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Call Handler

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Norwich, United Kingdom Norfolk & Suffolk Foundation Trust Full time

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.

At any one time, around 23,000 people in Norfolk and Suffolk are receiving care and attention from the Trust. We believe in whole life care - seeing people in the context of their whole lives, understanding the importance of good physical health, friends, family, spirituality, culture, home, work, education and a sense of purpose and achievement to experience good mental health.

Nearly 3,200 full and part-time practitioners care for our service users in hospitals, in the community and in their own homes, whilst an additional 900+ staff provide non-clinical support, including cleaning, delivering supplies, ward administration, information technology, human resources and financial services.

We are committed to delivering quality driven mental health services. Every individual makes a valuable contribution. We are proud of our staff who have been commended for the care they provide. Do you value working positively, respectfully and together? If so, we’d love you to join us

***

JOB DESCRIPTION/PERSON SPECIFICATION

YOUR APPLICATION

**Job overview**:
**Are you looking for a challenging, rewarding opportunity? The First Response Service has expanded and NSFT are now seeking a team of call handlers to support their helpline, from their Norwich base.**

The First Response Service is a helpline for people of all ages in Norfolk and Suffolk who need urgent mental health support. Our dedicated helpline is available all day, every day, so we need caring, compassionate individuals to join the team as call handlers.

We’re flexible and understand everyone has a variety of commitments - our shifts are typically 8-8, but we’re able to offer a range of different patterns to suit you e.g. nights only, twilight shift, part time etc.

**Main duties of the job**:
This is an integral role within our crisis pathway, you’ll be providing a frontline service in answering mental health related calls.

You will be the first point of contact, so it is vital you’re able to communicate effectively with a wide range of people. Some of the people you’ll be talking to will be in a distressed state, so you’ll need to use your core skills to de-escalate and manage the situation.

After a brief clinical risk and mental state assessment, calls are transferred for formulation and brief psychological interventions. You’ll use different computerised systems to enter details accurately, to ensure calls are prioritised and transferred effectively.

**If you’re looking for a role where you will truly be making a difference to people’s lives, we would love to hear from you**

**Working for our organisation**:
We are proud of our culture of honesty, team involvement and ownership of quality patient care with job satisfaction. There will be opportunities to be involved with training, strategy and service development.

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 are an improving Trust, with ambitious aspirations and pushing ahead with exciting transformation work. We have strong, established nursing 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.

**Detailed job description and main responsibilities**:

- Answering calls from Service Users and on occasion professionals
- Triaging and assessing over the phone
- Safety Planning
- Documentation of above including referrals, Notes, referrals to other teams
- Liaison with other professionals and teams
- On occasion, creating formulations and plans for our regular callers
- Youth, Drug & Alcohol, perinatal, etc. Within that is opportunity for training, sharing knowledge with the team, attending conferences or meetings
- Face to face assessments where appropriate
- Shadowing other teams where appropriate/possible
- Brief intervention over the phone where appropriate
- Quality Improvement

**Person specification**:
**Qualifications**:
**Essential criteria**:

- GCSE level education or equivalent

**Desirable criteria**:

- Administrative Experience

**Experience**:
**Essential criteria**:

- Working knowledge of Microsoft Office