Urgent Mental Health Call Handler

Norfolk and Suffolk NHS Foundation Trust; Norwich; On-site; GBP 26,000 - 27,000; Full time

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a call handler for the Initial Response Service. You will triage urgent mental health referrals, provide compassionate responses, and work with clinical teams to ensure timely, appropriate referrals.

The role requires handling distressed callers, ensuring accurate records, and supporting administrative processes across a 24/7 rotating shift pattern. Training and safeguarding considerations apply, with NHS policy knowledge beneficial.

Qualifications

• NVQ 3 in Care, Customer Care or Business Administration.
• Knowledge of Trust electronic record system.

Responsibilities

• Manage and triage incoming calls, ensuring timely, compassionate responses.
• Record information accurately and route enquiries to appropriate referral pathways.
• Support administrative processes such as appointment booking and data management.
• Contribute to service improvement and staff learning.
• Maintain confidentiality and accelerate risks appropriately.

Skills

Good telephone skills

Clear communication

IT skills

NHS knowledge

Education

NVQ 3 in Care, Customer Care or Business Administration

Knowledge of NHS electronic record system

Tools

Microsoft Office

Job description

Norfolk and Suffolk NHS Foundation Trust is seeking a call handler for the Initial Response Service. You will triage urgent mental health referrals, provide compassionate responses, and work with clinical teams to ensure timely, appropriate referrals.

The role requires handling distressed callers, ensuring accurate records, and supporting administrative processes across a 24/7 rotating shift pattern. Training and safeguarding considerations apply, with NHS policy knowledge beneficial.