Call Handler - Response Service

Site Hellesdon Hospital Town Norwich Salary £25,760 - £27,476 gross per annum (pro rata) Salary period Yearly Closing 07/10/2026 23:59

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.

We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience.

Please note due to the nature of our roles and patient demographic, you will be required to undertake physical intervention training and remain trained, as required by your role.

Important information for applicants: This is a 24/7 operational role and successful candidates will be required to work a rotating shift pattern from the office covering day, twilight and night shifts. The rota follows a two-week cycle, with 3 shifts worked in week one and 4 shifts worked in week two.

The selection process will include a mandatory in-person Assessment Centre on 13th between 10.00 and 14.30 Alternative dates or virtual attendance options will not be available. If you are unable to attend this session, please do not apply for this role.

Our Initial Response Service (IRS) is a centralised, triage-led function designed to provide a single point of access for urgent mental health referrals, bringing together the elements of 111 Mental Health Option, Crisis and Home Treatment pathways. It is responsible for receiving, screening and clinically triaging referrals, ensuring service users are directed to the most appropriate service in a timely and safe manner.

The model supports rapid decision making, prioritisation of risk, and coordination of responses, including escalation to face-to-face crisis assessment where indicated. The service aims to reduce duplication across services, and deliver consistent performance against response standard.

This is an exciting opportunity to join a new, dynamic service which will improve the experience of people who use services!

You will use your communication skills to engage with individuals who may be distressed, providing reassurance, clear information and support, while working closely with clinical teams and partner services to ensure the right care is delivered at the right time.

You will also play a key role in supporting the smooth running and development of the service, using your organisational skills to maintain accurate records, prioritise workload and ensure information is managed effectively. You will contribute to continuous service improvement by identifying opportunities to enhance processes, supporting team learning, and helping shape a responsive, high-quality service.

This is an exciting opportunity to be part of a forward-thinking team, where your contribution will directly influence how urgent mental services evolve and improve for the people who need them most.

If you think this could be you, someone compassionate, resilient and motived to support people at times of crisis - we would love to hear from you.

We encourage you to review the full Job Description for further details on the scope and responsibilities of the post.

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing…