Job summary
Due to service expansion, an exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at the Barton Centre at Hopewood Park Hospital in Sunderland.
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
About us
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.
Job description
Job responsibilities
Please note to apply for this role you must have the right to work in the UK. CNTW NHS Foundation Trust will not provide sponsorship for this role.
Please find attached job description for full details.
Advertising date : 15th August 2023
Closing date : 29th August 2023
We welcome your application.
Job description
Job responsibilities
Please note to apply for this role you must have the right to work in the UK. CNTW NHS Foundation Trust will not provide sponsorship for this role.
Please find attached job description for full details.
Advertising date : 15th August 2023
Closing date : 29th August 2023
We welcome your application.
Person Specification
essential and desireable
Essential
- experience of customer services. Have excellent customer service skills and confident telephone manner
Desirable
- experience of working within a call handling area
- ability to work under pressure
essential
Essential
- good communication skills, showing a caring and compassionate attitude
Desirable
- ability to work under pressure and meet targets
- able to work as part of a team
essential and desireable
Essential
Desirable
- knowledge and experience of different IT systems
essential and desireable
Essential
- knowledge of mental health issues and illness
Desirable
- experience with working with people with mental health issues
essential and desireable
Essential
- person centred approach, caring and compassionate attitude to others
Desirable
- willing to flexible to the needs of the service
Person Specification
essential and desireable
Essential
- experience of customer services. Have excellent customer service skills and confident telephone manner
Desirable
- experience of working within a call handling area
- ability to work under pressure
essential
Essential
- good communication skills, showing a caring and compassionate attitude
Desirable
- ability to work under pressure and meet targets
- able to work as part of a team
essential and desireable
Essential
Desirable
- knowledge and experience of different IT systems
essential and desireable
Essential
- knowledge of mental health issues and illness
Desirable
- experience with working with people with mental health issues
essential and desireable
Essential
- person centred approach, caring and compassionate attitude to others
Desirable
- willing to flexible to the needs of the service
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
