Call Handler

The role would be suitable for those with experience of patient and service user contact, an excellent telephone manner and a strong customer focus. Comprehensive training will be provided to the right candidate
The new service offers:
+ A single referral point for GPs and other professionals
+ A 24-hour telephone advice and support for people who use services and carers to be able to self-refer
+ More responsive crisis services with improved experiences for people who use services, carers and professionals
Our aim is to provide people with mental health issues access to the support they need at the right time, with positive outcomes.
The service is 24/7 but as a call handler you will be working a shift pattern within our team
Shift times and days are negotiable and can be discussed at interview., To provide a call reception service for enquiries and referrals into LSCFT in the designated locality. To support the referral pathway- engaging with service users, carers, members of the public and other professionals to ensure that calls are dealt with efficiently and routed appropriately. This involves administrative tasks associated with the maintenance of health records, scheduling appointments.
To provide rapid response/ face to face triage function in the community with Band 6 Mental Health Practitioner (MHP), which may require driving.
Utilising a high level of customer service skills at all times, provide a call handling role to the Access Service ensuring that demographic detail is correctly recorded and all calls are routed appropriately.
To ensure that all clinical information is effectively communicated and documented within the electronic records system as per agreed Trust standards.
Provide relevant information regarding local statutory and non-statutory services that may be able to assist the individual, the family or carers.

Our Vision is to provide the best mental health, learning disability, autism and community based services for the populations we serve.
As an integrated mental health, learning disability and community Trust, Lancashire and South Cumbria NHS Foundation Trust provides a range of services including:

• Primary and secondary mental health care for children and adults including specialist inpatient child and adolescent mental health provision, perinatal mental health, forensic services including low and medium secure care.


• Specialist community support for children and adults with learning disabilities and autism, including intensive support.


• Community physical health and well-being services for children and adults.

The Trust was first established in 2002 and employs approximately 7,000 staff who provide care from more than 400 sites. The organisation offers opportunities for medics, mental health and general nurses, allied health professionals, psychology, administration and clerical staff, apprentices and volunteers.
Lancashire and South Cumbria NHS Foundation Trust supports 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, home/remote working, and flexi-time.
For more information visit our website via Lancashire & South Cumbria NHS FT.

The Trust also provides a range of physical health and well-being services in the community alongside a range of partners in the Lancashire, Cumbria and Sefton area.
Lancashire & South Cumbria Foundation Trust encourages 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, flexi-time and career breaks. We encourage applicants to state clearly on their application forms this request and discuss these options at interview.
For more information please visit our website via Lancashire & South Cumbria NHS FT