Job summary Are you someone who thrives in high-pressure environments? Do you have a passion for being the first point of contact for those in crisis when they need us the most? Can you provide a voice of reassurance and support to those in mental health crisis? If so, our First Point of Contact Centre is looking for people like you to make a real difference As a Call Handler, you will be the first point on contact for people calling our Mental Health 111 and crisis service. Working as one of our Call Handling team, there will be a wide range of calls and you'll thrive amid the challenges this presents. You'll require an outstanding amount of resilience and emotional strength as you will be supporting patients with their mental health at their time of need. Your support will make a difference to the lives of our callers. We're looking for applications from people that are passionate about helping people in need, strive to deliver a quality and positive customer experience and want to develop their skills and knowledge of Mental Health. Ideally, you'll have experience in mental health care or have worked in a busy call centre where empathy and understanding were part of your role, or you might have life experience that you feel makes you a great candidate. In return you'll get to work as part of a supportive team, offering a variety of working patterns over a 24/7 rota and making a difference to people's lives every day. Main duties of the job The FPCC manages mental health routine, urgent and crisis referrals in to the trust, alongside managing the mental health crisis calls. With just a single telephone number the FPCC delivers a much simplified and smoother experience for our service users and referrers to access mental health support through the Trust. Alongside this, we also receive telephone calls, letters and e-mails from GP's, HCP's, service users, their representatives and referrers seeking mental health advice, mental health support and to access the local secondary mental health and learning disability services. We're currently recruiting for a variety of shiftsincluding: Day Shifts - 7am to 8pm 9am - 10pm 7am - 3pm 2pm - 10pm Night shifts - 21:30hrs - 07:30hrs Flexible working options can be considered. About us Please note that this role does not meet the criteria for sponsorship and therefore we are only able to consider applicants with unrestricted right to work in the UK due to the role not currently meeting the UK Government's Visa's & Immigration's requirements for a Skilled Worker Visa. At Gloucestershire Health and Care NHS Foundation Trust, we are supportive of the people we care for in the community and aim to provide a fully responsive service to everyone who needs it. This is the same approach we take for our employees. We look to value the skills and experiences of those we work with, whether they are service users, carers, families or those looking to work with us. Gloucestershire Health and Care NHS Foundation Trust is part of the NHS. We treat NHS patients according to NHS principles and standards. The difference is the Trust is accountable to local people, rather than to Government, and so we are able to work closely with our community to develop services in the way that best suits the needs of local people. Our Staff Survey results showed people at our Trust feel they are engaged, part of a team and work for a compassionate and inclusive organisation. Our overall scores were better than average in eight of nine themes and level in one - the best overall results for a community, mental health and learning disabilities Trust in the south west and first equal amongst all sector NHS providers within the region too. Date posted 07 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time, Part-time, Flexible working Reference number 327-24-338-C Job locations FPCC, Gloucestershire Emergency Services Centre Waterwells Gloucestershire GL2 2BP Job description Job responsibilities Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. Please refer to the Additional Information attachment before submitting your application Job description Job responsibilities Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our peoples skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey. The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. Please refer to the Additional Information attachment before submitting your application Person Specification Qualifications Essential GCSE level of education or equivalent Desirable NVQ 2 or equivalent in healthcare Length and Nature of Experinece Essential Experience of working in mental health, a healthcare or NHS setting with mental health experience Desirable Experience of working in a call centre or similar Some experience of working collaboratively with other care teams, stat and not stat agencies, the voluntary sector Person Specification Qualifications Essential GCSE level of education or equivalent Desirable NVQ 2 or equivalent in healthcare Length and Nature of Experinece Essential Experience of working in mental health, a healthcare or NHS setting with mental health experience Desirable Experience of working in a call centre or similar Some experience of working collaboratively with other care teams, stat and not stat agencies, the voluntary sector 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. Employer details Employer name Gloucestershire Health and Care NHS Foundation Trust Address FPCC, Gloucestershire Emergency Services Centre Waterwells Gloucestershire GL2 2BP Employer's website https://www.ghc.nhs.uk/who-we-are/jobs/ (Opens in a new tab)