NSFT Jobs
Call Handler - Initial Response Service
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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.
About the 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.
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Responsibilities
- Use your communication skills to engage with individuals who may be distressed, providing reassurance, clear information, and support.
- Work closely with clinical teams and partner services to ensure the right care is delivered at the right time.
- Play a key role in supporting the smooth running and development of the service.
- Use your organisational skills to maintain accurate records, prioritise workload, and ensure information is managed effectively.
- Contribute to continuous service improvement by identifying opportunities to enhance processes, supporting team learning, and helping shape a responsive, high-quality service.
Why Join Us?
This is an exciting opportunity to join a new, dynamic service which will improve the experience of people who use services!
You will 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.
We are looking for someone compassionate, resilient, and motivated to support people at times of crisis.
We encourage you to review the full Job Description for further details on the scope and responsibilities of the post.
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.
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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.
Contact Information
For further details / informal visits contact:
- Name: Shona Little
- Job Title: Associate Director of Operations
- Email Address: Shona.Little@nsft.nhs.uk
- Telephone Number: 07393801900
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