Access Pathway Call Handler

A challenging and rewarding opportunity has arisen with the Shropshire Access Team as we recruit Call Handlers to our expanding Service.

We provide an all age 24/7 Mental Health Helpline along with acting as a Single Point of Referral for any person of any age within the Shropshire/Telford and Wrekin area, who wishes to self refer, or for professionals to make a referral to NHS Secondary Care Mental Health Services.

Your role will include providing information and advice to callers and you will at times speak with people who are in a crisis situation with their mental health. You will take initial actions to ensure those people can be supported by our Mental Health Practitioners.

You will work a shift pattern including nights and weekends so that we can provide full accessibility to Mental Health Services for our county's population. These shifts will accrue paid enhancements on top of a competitive salary. You will receive full training and close clinical and managerial supervision will be provided.

The post holder will be part of a multi-disciplinary team, primarily working to provide comprehensive call handling and administrative support on behalf of the Access Pathway.

To receive calls, process enquiries and facilitate the triage of people referred into the Access pathway.

What can we offer you?
- Our SOOTHE resources are supporting staff across the trust with their physical and mental health. In addition to the support offered from our occupational health provider Team Prevent.
- Counselling support and lifestyle information with advice on a variety of personal matters
- Annual Big SOOTHE week provides time to reflect on the demands following the pandemic and connect with others to feel able to face future challenges as we move forward.
- “In our Gift” provides a platform for your voice to be heard to implement change
- Purchase additional annual leave as well as wellbeing days
- Career development opportunities and coaching
- Access to in house training programs, leadership management and NVQ qualifications as well as our wellbeing and recovery college
- Innovative research training program entitled STARS (Supporting the advancement of Research Skills)
- Flexible working wherever possible including opportunities for homeworking
- Opportunities to connect of important issues such as Sustainability and digital working
- Empower and engage our staff with LOVE awards, LOVE long service awards and STAFF Surveys
- Cycle to work scheme
- Commitment to create a more diverse and inclusive organisation through our Staff Equality Network
- NHS pension scheme
- You would be eligible for NHS discounts including blue light card and red guava

KEY RESPONSIBILITIES

Main duties and responsibilities

Administrative
1. To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information.
2. To deal with incoming correspondence for Access by opening, sorting post, prioritising and distribution of correspondence in addition to preparing and collating documents as required.
3. To be responsible for the operation of the appointment facilitation into pathways handling enquiries, creating assessment appointments and ensuring electronic systems are up to date and maintained.
4. Operating a call reminder service for clinic appointments.
5. To maintain and provide a full range of office support and administrative systems, including documentation and letters regarding referrals and enquiries.
6. To be a central point of contact either electronically or via telephone dealing with all general enquiries, re-directing and signposting where appropriate.
7. Ensure Systems/Guidelines/Protocols are regularly updated and revised as per Trust information working alongside colleagues to ensure smooth running of the Service.
8. Maintain adequate stationery supplies through appropriate and timely ordering.
9. To be able to organise workload and self-manage prioritisation of individual tasks and duties.

Call Handling
1. To ensure positive customer experience of people contacting the service.
2. To address enquires where appropriate make decisions and facilitate outcome.
3. To ensure that a confidential and efficient word processing service is provided to members of Access pathway, including the typing of routine standardised letters both written and audio transcription.
4. To assist the team and individual staff members in the maintenance of individual diaries via Outlook and room bookings via the E-Diary as requested.
5. To operate an effective task list to ensure all enquiries and referrals are adhered to, dealt with and followed-up where appropriate.
6. To produce data analysis on behalf of Access pathway and monitor performance.
7. To maintain excellent channels of communication with all team members and connected departments/agencies.

Reception
1. Where appropriate to work alongside team colle