Call Handlers
This job is now closed
Job summary
The role would be suitable for those with experience of patient and service user contact, an excellent telephone manner and a strong customer focus. Comprehensive training will be provided to the right candidateThe new service offers:o A single referral point for GPs and other professionalso A 24-hour telephone advice and support for people who use services and carers to be able to self-refero More responsive crisis services with improved experiences for people who use services, carers and professionalsOur aim is to provide people with mental health issues access to the support they need at the right time, with positive outcomes.The service is 24/7 but as a call handler you will be working a shift pattern within our teamShift times and days are negotiable and can be discussed at interview.
Main duties of the job
To provide a call reception service for enquiries and referrals into LSCFT in the designated locality. To support the referral pathway- engaging with service users, carers, members of the public and other professionals to ensure that calls are dealt with efficiently and routed appropriately. This involves administrative tasks associated with the maintenance of health records, scheduling appointments.To provide rapid response/ face to face triage function in the community with Band 6 Mental Health Practitioner (MHP), which may require driving.Utilising a high level of customer service skills at all times, provide a call handling role to the Access Service ensuring that demographic detail is correctly recorded and all calls are routed appropriately. To ensure that all clinical information is effectively communicated and documented within the electronic records system as per agreed Trust standards. Provide relevant information regarding local statutory and non-statutory services that may be able to assist the individual, the family or carers.
About us
Lancashire & South Cumbria NHS Foundation Trust provides a range of services including secondary mental health care across this area. Specialist provision comprises inpatient child and adolescent mental health services, perinatal mental health and forensic services including low and medium secure care.
The Trust also provides a range of physical health and well-being services in the community alongside a range of partners in the Lancashire, Cumbria and Sefton area.
Lancashire & South Cumbria Foundation Trust encourages flexible working, we believe that a positive work/life balance benefits NHS employees through improved health and wellbeing. We would consider working patterns such as; term time, part time, compressed hours, flexi-time and career breaks. We encourage applicants to state clearly on their application forms this request and discuss these options at interview.
Details
Date posted
08 April 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,625 to £25,674 a year pa
Contract
Permanent
Working pattern
Full-time
Reference number
351-BAY786-CL
Job locations
The Bay IRS
East Barns, Pathfinders Drive
Lancaster
LA1 4JJ
Employer details
Employer name
Lancashire & South Cumbria NHS Foundation Trust
Address
The Bay IRS
East Barns, Pathfinders Drive
Lancaster
LA1 4JJ
Employer's website
https://www.lscft.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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