Call Handler - Initial Response Service
SKILLS
FULL DESCRIPTION
Call Handler - Initial Response Service
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS). 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. The calls will be from callers across the trust footprint and processes will need to be followed to ensure the activity is recorded in the IRS Network stack for the callers location.
Job summary
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS)
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. The calls will be from callers across the trust footprint and processes will need to be followed to ensure the activity is recorded in the IRS Network stack for the callers location.
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 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
LSCFT values diversity and inclusion, recognising that talent from varied backgrounds creates a flexible, creative, and effective workforce. We actively challenge discrimination and welcome applications from all, regardless of age, disability (including those with experience of accessing or caring for someone who has accessed mental health or learning disability services), ethnicity, gender, religion, belief, or sexual orientation.
Our aim is to reflect the communities we serve, so we particularly encourage applications from under-represented groups. If you'd like to discuss your application, please ask.
We also welcome individuals with lived experience relevant to the role or service area, as your insight brings authenticity to our services.
LSCFT support 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 and flexi-time.
The wellbeing of our people is at the heart of everything we do. We offer a wide range of resources, tools and support to help you thrive both in and out of work.
Explore our full wellbeing offer here: Keeping our workforce well
Details
Date posted: 19 April 2026
Pay scheme: Agenda for change
Band: Band 3
Salary: £25,760 to £27,476 a year
Contract: Permanent
Working pattern: Full-time
Reference number: 351-PEN1098-SRP
Job locations: The Mount, 253 Whalley Road, Accrington, BB5 5DE
Job description
For more details on this vacancy please review the attached job description and person specification.
Job responsibilities
For more details on this vacancy please review the attached job description and person specification.
Person Specification
Education / Qualifications
Essential
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards.
Knowledge / Experience
Essential
- Experience of working with service users with complex mental health needs.
- Person centred care for those Mental health / learning disabilities needs.
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: [Employer hidden — view at passion-project.co.uk]
Address: The Mount, 253 Whalley Road, Accrington, BB5 5DE
Employer's website: https://www.lscft.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Recruiting Manager
Adrian Trubody
[contact hidden]