About this role
Job summary
This role is not eligible for Sponsorship.
An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at Avondale Unit, Royal Preston Hospital - Preston.
2 x full time post available
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
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
Job description Job responsibilities
Provide and receive sensitive information, which may be in a challenging and emotive atmosphere. Communicate with clinical team lead, peers, medical staff, patients, families and carers. To work in close collaboration with all professionals, ensuring good clear lines of communication, both written and verbal are adhered to, thus ensuring a multi professional collective concept of care is delivered. Utilise a high level of Customer Service skills when providing call handling role. To communicate effectively with clients, carers and relatives in promoting their awareness and understanding of processes and systems. Apply good interpersonal relationship skills with service users, carers, families, colleagues and other professionals. The service users will have mental health issues and there may be barriers to understanding of the information conveyed and the information will be of a sensitive nature. Communicate with professionals of other services to ensure service users receive a therapeutic, holistic service, e.g. GPs, Hospital appointments, Benefits Agencies etc. Ensure grievances, complaints, accidents and special incidents are brought to the attention of the Shift Coordinator immediately. Maintain confidentiality. Clarify and confirm information to ensure understanding
For more details on this vacancy please review the attached job description and person specification.
Person Specification
Education/Qualification 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 centered care for those Mental health / learning disabilities needs
Desirable
Call Handler experience
Sillks and Abilities Essential
Good interpersonal and communication Basic IT skills
Work related Circumstances Essential
Commitment to further development and training. Demonstrate commitment to then Trust's vision and values. Able to meet the mobility 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.
Employer details Employer name Lancashire & South Cumbria NHS Foundation Trust
Address Avondale Unit,
Royal Preston Hospital
Sharoe Green Lane, Fulwood
PR2 9HT
Employer's website https://www.lscft.nhs.uk/ (Opens in a new tab)