The post holder will provide Patient Support Line telephone based support to users and carers who require support, often when they are in crisis and distressed. The post holder will use active listening and basic counselling skills. The post holder will maintain the call log system, summarising the content and outcome of the call. Where appropriate the post holder will liaise with other mental health staff, for example, the callers Care Coordinator. The post holder will seek advice and support with regard to escalating concerns about an individual user. Where appropriate the post holder will update the callers RiO notes The post holder will ensure that 80 % of calls are answered within 60 seconds, the voice mail will be checked every 30 minutes and all calls that need to be returned will be done within 2 hours. The post holder will adhere to all Trust policies with regard to Information Technology, confidentiality etc.