Call Handler - Initial Response Service

Job Advert Skip to main content

document.body.className = ((document.body.className) ? document.body.className + ' js-enabled' : 'js-enabled');

Cookies on NHS Jobs

We've put some small files called cookies on your device to help us make improvements to our site.

To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose.

Accept analytics cookies Do not accept analytics cookies

Jobs

Menu

• Sign in
• Create an account

• English
• Cymraeg

Menu Close menu

• Search
• Sign in
• Create an account
• Display in Welsh (Cymraeg)

• Search
• Sign in
• Create an account
• Display in Welsh (Cymraeg)

BETA Your feedback will help us to improve this service.

Norfolk & Suffolk Foundation NHS Trust Call Handler - Initial Response Service

The closing date is 15 November 2026

Apply for this job

Job summary

Important information for applicants: This is a 24/7 operational role and successful candidates will be required to work a rotating shift pattern from the office covering day, twilight and night shifts. The rota follows a two-week cycle, with 3 shifts worked in week one and 4 shifts worked in week two.

The selection process will include a mandatory in-person Assessment Centre on 13th between 10.00 and 14.30 Alternative dates or virtual attendance options will not be available. If you are unable to attend this session, please do not apply for this role.

Our Initial Response Service (IRS) is a centralised, triage-led function designed to provide a single point of access for urgent mental health referrals, bringing together the elements of 111 Mental Health Option, Crisis and Home Treatment pathways. It is responsible for receiving, screening and clinically triaging referrals, ensuring service users are directed to the most appropriate service in a timely and safe manner. The model supports rapid decision making, prioritisation of risk, and coordination of responses, including escalation to face-to-face crisis assessment where indicated. The service aims to reduce duplication across services, and deliver consistent performance against response standard.

This is an exciting opportunity to join a new, dynamic service which will improve the experience of people who use services!

Main duties of the job

You will use your communication skills to engage with individuals who may be distressed, providing reassurance, clear information and support, while working closely with clinical teams and partner services to ensure the right care is delivered at the right time.

You will also play a key role in supporting the smooth running and development of the service, using your organisational skills to maintain accurate records, prioritise workload and ensure information is managed effectively. You will contribute to continuous service improvement by identifying opportunities to enhance processes, supporting team learning, and helping shape a responsive, high-quality service.

This is an exciting opportunity to be part of a forward-thinking team, where your contribution will directly influence how urgent mental services evolve and improve for the people who need them most.

If you think this could be you, someone compassionate, resilient and motived to support people at times of crisis - we would love to hear from you.

We encourage you to review the full Job Description for further details on the scope and responsibilities of the post.

About us

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Details

Date posted

30 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year gross per annum (pro rata)

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

246-CEN8050336-E

Job locations

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE

United Kingdom

Job description

Job responsibilities

Join our Initial Response Service (IRS) as a call handler and become a vital first point of contact for people seeking urgent mental health support. In this fast-paced and rewarding role, you will manage and triage incoming calls, ensuring each person receives a timely, compassionate and appropriate response while supporting safe and effective referral pathways.

The postholder will provide professional call handling and referral support as part of the Initial Response Service, acting as a key point of contact for services users, carers and professionals. Key responsibilities include receiving and triaging calls, accurately recording information, and ensuring enquiries are appropriately routed in line with agreed referral pathways.

The role involves effective communication in often sensitive or distressing situations, providing reassurance, guidance and information, while working collaboratively with clinical teams and partner agencies. The post holder must maintain confidentiality, escalate risks appropriately and ensure timely onward referrals.

Additional responsibilities include prioritising workload, supporting administrative processes such as appointment booking, contributing to service improvement, and adhering to Trust policies, standards and values at all times.

Please note that this role does not meet the UKVI eligibility requirements for a skilled worker visa. The Trust will not be able to issue a Certificate of Sponsorship, so any successfully appointed candidate will need to maintain their own independent right to work for the duration of their role. If you require sponsorship and apply for this role, regrettably, your application will be withdrawn.

* Previous applicants need not apply *

Job description

Job responsibilities

Join our Initial Response Service (IRS) as a call handler and become a vital first point of contact for people seeking urgent mental health support. In this fast-paced and rewarding role, you will manage and triage incoming calls, ensuring each person receives a timely, compassionate and appropriate response while supporting safe and effective referral pathways.

The postholder will provide professional call handling and referral support as part of the Initial Response Service, acting as a key point of contact for services users, carers and professionals. Key responsibilities include receiving and triaging calls, accurately recording information, and ensuring enquiries are appropriately routed in line with agreed referral pathways.

The role involves effective communication in often sensitive or distressing situations, providing reassurance, guidance and information, while working collaboratively with clinical teams and partner agencies. The post holder must maintain confidentiality, escalate risks appropriately and ensure timely onward referrals.

Additional responsibilities include prioritising workload, supporting administrative processes such as appointment booking, contributing to service improvement, and adhering to Trust policies, standards and values at all times.

Please note that this role does not meet the UKVI eligibility requirements for a skilled worker visa. The Trust will not be able to issue a Certificate of Sponsorship, so any successfully appointed candidate will need to maintain their own independent right to work for the duration of their role. If you require sponsorship and apply for this role, regrettably, your application will be withdrawn.

* Previous applicants need not apply *

Person Specification

Qualifications

Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards

Desirable

• Knowledge of Trust electronic record system

Experience

Essential

• Experience of working with service users with complex mental health needs
• Person centred care for those Mental health / learning disabilities needs

Desirable

• Experience working with people with mental health needs
• Experience in a healthcare or call handling environment.

Skills

Essential

• Good telephone and communication skills
• Ability to communicate sensitively with distressed callers.
• Good IT skills, including advanced keyboard skills.

Desirable

• Knowledge of NHS services and referral processes

Knowledge

Essential

• Working knowledge of Microsoft packages or equivalent.
• Maintaining administrative / secretarial systems

Desirable

• Knowledge of NHS policy / procedures. Knowledge of medical terminology

Other

Essential

• Able to meet the mobility requirements of the post.
• Demonstrates respect dignity and integrity
• Team worker

Person Specification

Qualifications

Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards

Desirable

• Knowledge of Trust electronic record system

Experience

Essential

• Experience of working with service users with complex mental health needs
• Person centred care for those Mental health / learning disabilities needs

Desirable

• Experience working with people with mental health needs
• Experience in a healthcare or call handling environment.

Skills

Essential

• Good telephone and communication skills
• Ability to communicate sensitively with distressed callers.
• Good IT skills, including advanced keyboard skills.

Desirable

• Knowledge of NHS services and referral processes

Knowledge

Essential

• Working knowledge of Microsoft packages or equivalent.
• Maintaining administrative / secretarial systems

Desirable

• Knowledge of NHS policy / procedures. Knowledge of medical terminology

Other

Essential

• Able to meet the mobility requirements of the post.
• Demonstrates respect dignity and integrity
• Team worker

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

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE

United Kingdom

Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE

United Kingdom

Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Community Team Manager

Susie Moore

[email protected]

07717029966

Details

Date posted

30 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year gross per annum (pro rata)

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

246-CEN8050336-E

Job locations

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE

United Kingdom

Supporting documents

Privacy notice

Norfolk & Suffolk Foundation NHS Trust's privacy notice (opens in a new tab)

Support links

• Privacy policy
• Terms and conditions
• Accessibility Statement
• Cookies
• Help and guidance

© Crown copyright