• Job Description

  Req#: C9263-25-0515?language=en&page=886&sort=publicationDateDesc

  Job summary

  An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS) based at the Carleton Clinic, in Carlisle.

  IRS offers a single point of access into mental health services. 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. IRS accepts referrals into both Community and Crisis Mental Health Services.

  The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. 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.

  The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. 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.

  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

  We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.

  Details

  Date posted

  19 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,625 to £25,674 a year per annum

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  263-CCG25-097-JW-A

  Job locations

  Carleton Clinic

  Cumwhinton Drive

  Carlisle

  CA1 3SX

  
  

  Job description

  Job responsibilities

  Please find attached job description for full details.

  Advertising date : 19th May 2025

  Closing date : 2nd June 2025

  We welcome your application.

  Job description

  Job responsibilities

  Please find attached job description for full details.

  Advertising date : 19th May 2025

  Closing date : 2nd June 2025

  We welcome your application.

  Person Specification

  Education and Qualification

  Essential

  • NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards

  Knowledge and Experience

  Essential

  • Experience of working within a mental health setting
  • Person centred care

  Skills and Competencies

  Essential

  • Good interpersonal and communication skills
  • Ability to prioritise and manage own workload
  • Enhanced Literacy skills
  • Numeracy skills
  • Excellent IT skills

  Desirable

  • Record keeping skills

  Role/Team specific requirements

  Essential

  • Flexible
  • Open to change
  • Open and honest
  • Motivated
  • Demonstrates respect, dignity and integrity

  Person Specification

  Education and Qualification

  Essential

  • NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards

  Knowledge and Experience

  Essential

  • Experience of working within a mental health setting
  • Person centred care

  Skills and Competencies

  Essential

  • Good interpersonal and communication skills
  • Ability to prioritise and manage own workload
  • Enhanced Literacy skills
  • Numeracy skills
  • Excellent IT skills

  Desirable

  • Record keeping skills

  Role/Team specific requirements

  Essential

  • Flexible
  • Open to change
  • Open and honest
  • Motivated
  • 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.

  Certificate of Sponsorship

  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. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  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.

  Certificate of Sponsorship

  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. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust

  Address

  Carleton Clinic

  Cumwhinton Drive

  Carlisle

  CA1 3SX

  
  

  Employer's website

  https://www.cntw.nhs.uk/careers/ (Opens in a new tab)

  Employer details

  Employer name

  Cumbria, Northumberland, Tyne and wear (CNTW) NHS Foundation Trust

  Address

  Carleton Clinic

  Cumwhinton Drive

  Carlisle

  CA1 3SX

  
  

  Employer's website

  https://www.cntw.nhs.uk/careers/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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