Job summary
- Main area
- Mental health
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (shift work)
- Job ref
- 263-CCG25-097-JW-A
- Employer
- Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
- Employer type
- NHS
- Site
- Carleton Clinic
- Town
- Carlisle
- Salary
- £24,625 - £25,674 per annum
- Salary period
- Yearly
- Closing
- 02/06/2025 23:59
Employer heading
Call Handler
Band 3
Hello!
We are so delighted you are considering coming to work with us at Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW).
We know the power of looking into an organisation, one you might want to work in, or one where you are going to get help, and being able to say, ‘I’ve seen somewhere I can fit in and be myself.’ We’re on a journey to make the Trust an inclusive employer, representative of the community we serve and we want more of our community to consider applying for jobs with us.
Opportunities for you
Spanning east to west coasts from Northumberland to Cumbria and from the Scottish Borders down to Middlesbrough we’ve got exciting new opportunities available at every level and in every area.
We offer flexible working, helping work fit around family and caring responsibilities, or training and development needs and there’s lots on offer in the way of benefits, such as, lease cars, childcare schemes, staff discounts, season tickets for travel and a cycle to work scheme. All this in a vibrant workplace supported by the following staff networks.
- Cultural diversity staff network
- Disabled staff network
- LGBT+ staff network
We also have a number of staff support groups which are open to any staff to attend. These Include:
- Armed Forces and Veterans Staff Association
- Mind, Health and Wellbeing Community
- Menopause toolkit and cafes and staff carer support group
We offer fantastic personal development opportunities through our Collective Leadership Programme and other Organisational Development initiatives. Whatever you are looking for, you will be joining a supportive, friendly team, offering varied and interesting roles, with opportunities for career progression.
Always improving
CNTW is regulated by the national healthcare regulator, the Care Quality Commission (CQC). Our last two inspections have rated us as an outstanding organisation. We’re always seeking to improve as an organisation. Do you want to be part of that?
Please note that it is a requirement of this Trust that all external applicants pay for their own DBS certification if a DBS check is required for the post. The method of payment is a salary deduction from your first monthly pay
Job overview
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at the Carleton Clinic, in Carlisle.
IRS offers a single point of access into mental health services. Call handlers will be expected to accept calls from both professionals and services users, and will be required to complete administrative tasks such as clarification of appointment times or general enquiries. IRS accepts referrals into both Community and Crisis Mental Health Services.
The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.
Main duties of the job
The role involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team, to support all patients in receiving a positive, high quality and seamless experience throughout.
This role also requires the post holder to manage calls from service users who may be in crisis and you will supported through a training package to determine the immediacy of the situation and needs of the individual caller at that time.
The post holder will be resilient, resourceful, and be able to manage calls that may at times be distressing or require an emergency response. A robust supervision structure is in place to support staff due to the challenges of the role.
The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.
We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environment
Working for our organisation
We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.
Detailed job description and main responsibilities
Please find attached job description for full details.
Advertising date : 19th May 2025
Closing date : 2nd June 2025
We welcome your application.
Person specification
Education and Qualification
Essential criteria
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
Knowledge and Experience
Essential criteria
- Experience of working within a mental health setting
- Person centred care
Skills and Competencies
Essential criteria
- Good interpersonal and communication skills
- Ability to prioritise and manage own workload
- Enhanced Literacy skills
- Numeracy skills
- Excellent IT skills
Desirable criteria
- Record keeping skills
Role/Team specific requirements
Essential criteria
- Flexible
- Open to change
- Open and honest
- Motivated
- Demonstrates respect, dignity and integrity
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Dan Green
- Job title
- Team Manager
- Email address
- [email protected]
- Telephone number
- 03001239015
- Additional information
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