Lancashire & South Cumbria NHS Foundation Trust
Initial Response Service Call Handling Admin Lead & Trainer
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This post forms part of a service currently subject to a service improvement and redesign programme. Service delivery models, roles and structures will be reviewed as part of the improvement process, which may result in changes and a consultation process in line with the Trust’s Organisational Change Policy. The Trust is committed to supporting staff throughout this process and ensuring fair and transparent decision-making.
The Initial Response Service (IRS) was originally established in the organisation in 2021 commencing in the Pennine network. Since then the new service has been rolled out across all 4 localities. There have been some excellent examples of success and improving access for our patients. In order to further enhance the improvements within IRS we are looking for a call handler manager to lead on this work alongside the IRS improvement lead.
We require someone with a passion for improvement, significant expertise in leading IRS call handlers and a team player to build on the significant progress already.
Role Overview
This role will provide a central leadership role, to work with all the senior call handlers and Team leads across all 4 localities. The post holder will work with the IRS improvement lead to work on actions within the IRS Action plan along with developments that present to the IRS.
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This is a really exciting time to get involved in the IRS and this role will be crucial to ensuring IRS is embedded in the clinical networks and becomes business as usual for our clinical services.
Key Responsibilities
- Provide central leadership to work with all the senior call handlers and Team leads across all 4 localities.
- Collaborate with the IRS improvement lead to work on actions within the IRS Action plan and developments that present to the IRS.
- Ensure the continued embedding of IRS in clinical networks, making it a standard part of clinical services.
Requirements
- Passion for improvement.
- Significant expertise in leading IRS call handlers.
- Ability to work collaboratively within a team.
Role Requirements
The role requires regular on-site presence at the 4 IRS services and strong liaison with the networks.
Diversity and Inclusion
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.
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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.
Flexible Working
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.
Wellbeing Resources
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
Contact Information
For further details / informal visits contact:
- Name: Zoe Morris
- Job Title: IRS Improvement Lead
- Email Address: Zoe.Morris@lscft.nhs.uk
Please reach out to Zoe Morris (IRS Improvement Lead) should you want an informal discussion or to find out more about the role.
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