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 work a rotating 24/7 shift pattern, engaging with distressed callers, offering reassurance and directing them to the appropriate clinical service.

Key responsibilities

• Answer inbound calls and triage urgent mental health referrals.
• Screen and clinically assess callers, prioritising risk and escalating when necessary.
• Maintain accurate records of interactions and ensure information is managed securely.
• Collaborate closely with clinical teams and partner services to coordinate timely care.
• Identify process improvement opportunities and contribute to service development.

Required profile

• Compassionate and resilient with the ability to remain calm under pressure.
• Excellent communication skills, both verbal and written.
• Strong organisational abilities and attention to detail.
• Willingness to work rotating day, twilight and night shifts.

Required skills

What we offer

• Ongoing training and development within a supportive team.
• Opportunity to influence the evolution of urgent mental health services.
• Dynamic work environment with a focus on continuous improvement.