Job summary An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at The Harbour, Blackpool. IRS offers a single point of access into mental health services. This is an exciting time to be part of the crisis pathway and support people with mental health to ensure they access the most appropriate support at the right time. 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. 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 training package will be delivered at Avondale Unit at Royal Preston Hopsital. 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. 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 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. For more information please visit our website via Lancashire & South Cumbria NHS FT. Date posted 15 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 351-CEN1141-MS Job locations L7F9 L1097 Central & West IRS The Harbour Blackpool FY4 4XQ Job description Job responsibilities Please see attached the job description and person specification for more information about this role. Job description Job responsibilities Please see attached the job description and person specification for more information about this role. Person Specification Qualifications Essential NVQ 3 in Care Customer Care or Business Administration or commitment to work towards Experience Essential Experience of working with service users with complex mental health needs. Person centred care for those Mental health / learning disabilities needs. Desirable Safeguarding Carer needs Skills Essential Good interpersonal and communication Time Management Literacy and numeracy skills Basic IT skills Desirable Ability to prioritise Record keeping skills Work Related Circumstances Essential Commitment to further development and training. Demonstrate commitment to then Trust's vision and values. Able to meet the travel requirements of the post. Demonstrates respect dignity and integrity Person Specification Qualifications Essential NVQ 3 in Care Customer Care or Business Administration or commitment to work towards Experience Essential Experience of working with service users with complex mental health needs. Person centred care for those Mental health / learning disabilities needs. Desirable Safeguarding Carer needs Skills Essential Good interpersonal and communication Time Management Literacy and numeracy skills Basic IT skills Desirable Ability to prioritise Record keeping skills Work Related Circumstances Essential Commitment to further development and training. Demonstrate commitment to then Trust's vision and values. Able to meet the travel requirements of the post. Demonstrates respect dignity and integrity 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. Certificate of Sponsorship 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. Certificate of Sponsorship 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). Employer details Employer name Lancashire & South Cumbria NHS Foundation Trust Address L7F9 L1097 Central & West IRS The Harbour Blackpool FY4 4XQ Employer's website https://www.lscft.nhs.uk/ (Opens in a new tab)