Access Pathway Call Handler

Job overview

A challenging and rewarding opportunity has arisen with the Shropshire Access Team as we recruit Call Handlers to our expanding Service.

We provide an all age 24/7 Mental Health Helpline along with acting as a Single Point of Referral for any person of any age within the Shropshire/Telford and Wrekin area, who wishes to self-refer, or for professionals to make a referral to NHS Secondary Care Mental Health Services.

The role of a Call Handler on the team combines administrative and clerical skills along with frequent telephone contact with Service Users of all ages. We also support Carers and all types of professionals including Health, Social Care and Emergency Services with their telephone and email queries and referrals.

Your role will include providing information and advice to callers and you will at times speak with people who are in a crisis situation with their mental health. You will take initial actions to ensure those people can be supported by our Mental Health Practitioners.

You will work a shift pattern including nights and weekends so that we can provide full accessibility to Mental Health Services for our county's population. These shifts will accrue paid enhancements on top of a competitive salary. You will receive full training and close clinical and managerial supervision will be provided.

Main duties of the job

• To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information.
• To deal with incoming correspondence for Access by opening, sorting post, prioritising and distribution of correspondence in addition to preparing and collating documents as required.
• To be responsible for the operation of the appointment facilitation into pathways handling enquiries, creating assessment appointments and ensuring electronic systems are up to date and maintained.
• Operating a call reminder service for clinic appointments.
• To maintain and provide a full range of office support and administrative systems, including documentation and letters regarding referrals and enquiries.
• To be a central point of contact either electronically or via telephone dealing with all general enquiries, re-directing and signposting where appropriate.
• Ensure Systems/Guidelines/Protocols are regularly updated and revised as per Trust information working alongside colleagues to ensure smooth running of the Service.
• Maintain adequate stationery supplies through appropriate and timely ordering.
• To be able to organise workload and self-manage prioritisation of individual tasks and duties.

Detailed job description and main responsibilities

For further information relating to this vacancy please refer to the attached job description and job specification

Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.

Please note, we may be required to close this vacancy early if we receive a high volume of applications.