Urgent Mental Health Call Triage Advisor

NSFT; Norwich; On-site; GBP 26,000 - 27,000; Full time

Job summary

NSFT's Initial Response Service is seeking a compassionate call handler to triage urgent mental health referrals and provide reassurance to distressed callers.

You will manage calls, record information accurately, and route enquiries via agreed pathways, working closely with clinical teams while maintaining confidentiality in a fast-paced, 24/7 environment. The role requires flexibility to cover day, twilight and night shifts.

Qualifications

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

Responsibilities

• Engage with distressed individuals, providing reassurance, clear information and support.
• Work with clinical teams and partner services to ensure timely right-care delivery.
• Maintain accurate records, prioritise workload and manage information effectively.
• Contribute to service improvement and staff learning.
• Rotate across day, twilight and night shifts.

Education

NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards

Tools

Job description

NSFT's Initial Response Service is seeking a compassionate call handler to triage urgent mental health referrals and provide reassurance to distressed callers.

You will manage calls, record information accurately, and route enquiries via agreed pathways, working closely with clinical teams while maintaining confidentiality in a fast-paced, 24/7 environment. The role requires flexibility to cover day, twilight and night shifts.