Call Handler – Initial Response Service

About the role

The Initial Response Service (IRS) provides a single point of access for urgent mental health referrals. As a Call Handler you will be the first professional contact for callers, delivering compassionate, timely triage and directing them to the most appropriate service.

Key responsibilities

• Answer and triage incoming calls from individuals seeking urgent mental health support.
• Screen referrals, assess risk, and route callers to the correct clinical pathway.
• Provide clear information, reassurance and emotional support to distressed callers.
• Maintain accurate records of calls, decisions and referrals.
• Prioritise workload and ensure information is managed securely and efficiently.
• Contribute to service improvement by identifying process gaps and supporting team learning.

Required profile

• Compassionate and resilient with a genuine desire to help people in crisis.
• Excellent verbal communication and active‑listening skills.
• Strong organisational abilities and attention to detail.
• Ability to work collaboratively with clinical teams and partner services.

Required skills

What we offer

• Ongoing training and professional development.
• A supportive, inclusive team environment.
• Opportunities to influence the evolution of urgent mental health services.