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Job summary

Main area
Administration
Grade
Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
351-CEN918-MC-C
Employer
Lancashire & South Cumbria NHS Foundation Trust
Employer type
NHS
Site
Avondale Unit, Royal Preston Hospital
Town
Preston
Salary
£22,816 - £24,336 Per Annum
Salary period
Yearly
Closing
23/07/2024 23:59

Employer heading

Lancashire & South Cumbria NHS Foundation Trust logo

Call Handler

Band 3

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.

Job overview

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.

Main duties of the job

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.  

Working for our organisation

Lancashire & South Cumbria NHS Foundation Trust provides a range of services including secondary mental health care across this area. Specialist provision comprises inpatient child and adolescent mental health services, perinatal mental health and forensic services including low and medium secure care.

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

Detailed job description and main responsibilities

Please see attached the job description and person specification for more information about this role.

Person specification

Qualifications

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

Experience

Essential criteria
  • Experience of working with service users with complex mental health needs.

Skills

Essential criteria
  • Good interpersonal and communication
  • Basic IT skills
  • Customer care

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident employerCare Leaver CovenantStep into healthDefence Employer Recognition Scheme (ERS) - Gold

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Charlene Carrol
Job title
Manager
Email address
[email protected]
Telephone number
0800 0130 708
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