Access Pathway Call Handler

Job summary

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

A challenging and rewarding opportunity has arisen with the Shropshire Access Team as we recruit Call Handlers to our expanding Service.

We provide an all age 24/7 Mental Health Helpline along with acting as a Single Point of Referral for any person of any age within the Shropshire/Telford and Wrekin area, who wishes to self-refer, or for professionals to make a referral to NHS Secondary Care Mental Health Services.

The role of a Call Handler on the team combines administrative and clerical skills along with frequent telephone contact with Service Users of all ages. We also support Carers and all types of professionals including Health, Social Care and Emergency Services with their telephone and email queries and referrals.

Your role will include providing information and advice to callers and you will at times speak with people who are in a crisis situation with their mental health. You will take initial actions to ensure those people can be supported by our Mental Health Practitioners.

You will work a shift pattern including nights and weekends so that we can provide full accessibility to Mental Health Services for our county's population. These shifts will accrue paid enhancements on top of a competitive salary. You will receive full training and close clinical, and managerial supervision will be provided.

Main duties of the job

• To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information.
• To deal with incoming correspondence for Access by opening, sorting post, prioritising and distribution of correspondence in addition to preparing and collating documents as required.
• To be responsible for the operation of the appointment facilitation into pathways handling enquiries, creating assessment appointments and ensuring electronic systems are up to date and maintained.
• Operating a call reminder service for clinic appointments.
• To maintain and provide a full range of office support and administrative systems, including documentation and letters regarding referrals and enquiries.
• To be a central point of contact either electronically or via telephone dealing with all general enquiries, re-directing and signposting where appropriate.
• Ensure Systems/Guidelines/Protocols are regularly updated and revised as per Trust information working alongside colleagues to ensure smooth running of the Service.
• Maintain adequate stationery supplies through appropriate and timely ordering.
• To be able to organise workload and self-manage prioritisation of individual tasks and duties.

About us

Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.

We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.

We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.

We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.

Please note, we may be required to close this vacancy early if we receive a high volume of applications

Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI, you must state this in your application.