Urgent Mental Health Call Triage Specialist

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

Job summary

Norfolk and Suffolk NHS Foundation Trust is seeking a dedicated call handler for the Initial Response Service (IRS). You will be the first point of contact for urgent mental health referrals, triaging calls, providing reassurance, and guiding callers to the right services.

The role requires rotating shifts across day, twilight and night, with a two‑week cycle. Candidates will maintain records, support referral pathways, and work closely with clinical teams while upholding confidentiality and

Qualifications

• NVQ 3 in Care, Customer Care or Business Administration or equivalent
• Experience handling distressed callers with empathy and professionalism
• Good IT skills and ability to use standard NHS systems

Responsibilities

• Handle incoming calls for the Initial Response Service (IRS) with empathy and clarity
• Triages referrals and routes enquiries to appropriate services
• Maintain accurate records and manage workload efficiently
• Adhere to Trust policies, safeguarding and confidentiality requirements

Skills

Telephone skills

Call handling

Distress communication

Education

NVQ 3 in Care / Customer Care / Business Administration

Tools

IT skills

Job description

Norfolk and Suffolk NHS Foundation Trust is seeking a dedicated call handler for the Initial Response Service (IRS). You will be the first point of contact for urgent mental health referrals, triaging calls, providing reassurance, and guiding callers to the right services.

The role requires rotating shifts across day, twilight and night, with a two‑week cycle. Candidates will maintain records, support referral pathways, and work closely with clinical teams while upholding confidentiality and