Call Handler FPCC

Job overview

Are you looking for a new and exciting opportunity? Do you want to be part of an evolving service?

We are the First Point of Contact Centre (FPCC) for Gloucestershire Health and Care NHS Foundation Trust Mental Health services.

• Our service has expanded to encompass the changing need of routine, urgent and crisis referrals in line with local and national guidance.
• We deliver an extended 24/7 service including night shifts, which is an open access service and accepts professional and self-referrals in to the trust covering mental health crisis, urgent and routine referrals
• We are based at Edward Jenner Court alongside our physical health colleagues and we work collaboratively with them.

Come and join the team to be the First Point of Contact with service users, and referrers,  to ensure they are engaged, treated with compassion and receive the highest quality of care at the start of their journey with Gloucestershire Health and Care NHS Foundation Trust.

Learn more about the team here:

First Point of Contact Centre > Glos Health & Care NHS Foundation Trust (ghc.nhs.uk)

Main duties of the job

The FPCC receives telephone calls, letters and e-mails from GP’s, HCP’s, service users, their representatives and other referrers seeking mental health advice, mental health support and to access the local secondary mental health and learning disability services. Alongside this, we also manage the NHS 111 mental health crisis service, and referrals in to the Trust.  With just a single telephone number the FPCC delivers a much simplified way for service users and referrers to access the Trust, ensuring that service users are seen by the team at the right time.

We are looking for individuals with call handling experience, mental health care experience, customer care skills and a desire to make a difference within the First Point of Contact Centre.

Detailed job description and main responsibilities

Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs.  Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our people’s skills and experience to deliver the best possible patient care.  So we want to know What Matters to You and that you will share our values and join us on this very important journey.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Please refer to the Additional Information attachment before submitting your application

This role is not eligible for sponsorship as per the Government’s UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas