Call Handler - Initial Response Service
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time, Part-time, Flexible working
- Posted
- 04/09/2026
- Closes
- 10/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This 24/7 operational role involves being the first point of contact for individuals seeking urgent mental health support. You will manage and triage incoming calls, providing reassurance and clear information, while ensuring appropriate referrals. The role requires working closely with clinical teams and partner services to deliver timely and safe care, contributing to service improvement and maintaining accurate records.
Essential criteria
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards
Desirable criteria
- Knowledge of Trust electronic record system
- Experience of working with service users with complex mental health needs
- Person centred care for those Mental health / learning disabilities needs
- Experience working with people with mental health needs
- Experience in a healthcare or call handling environment.
- Good telephone and communication skills
- Ability to communicate sensitively with distressed callers.
- Good IT skills, including advanced keyboard skills.
- Knowledge of NHS services and referral processes
- Working knowledge of Microsoft packages or equivalent.
- Maintaining administrative / secretarial systems
- Knowledge of NHS policy / procedures. Knowledge of medical terminology
- Other
- Able to meet the mobility requirements of the post.
- Demonstrates respect dignity and integrity
- Team worker
- NVQ 3 in Care, Customer Care or Business Administration or commitment to work wards
- Knowledge of Trust electronic record system
- Experience of working with service users with complex mental health needs
- Person centred care for those Mental health / learning disabilities needs
- Experience working with people with mental health needs
- Experience in a healthcare or call handling environment.
- Good telephone and communication skills
- Ability to communicate sensitively with distressed callers.
- Good IT skills, including advanced keyboard skills.
- Knowledge of NHS services and referral processes
- Working knowledge of Microsoft packages or equivalent.
- Maintaining administrative / secretarial systems
- Knowledge of NHS policy / procedures. Knowledge of medical terminology
- Other
- Able to meet the mobility requirements of the post.
- Demonstrates respect dignity and integrity
- Team worker
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 3d ago · Closes in 4d
Plenty of time to prepare a strong application.
Full advert · preview
Norfolk & Suffolk Foundation NHS Trust
Call Handler - Initial Response Service
The closing date is 10 September 2026
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 agains
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