# Call Handler - Initial Response Service

> NHS job listing from Job Clerk for Lancashire and South Cumbria NHS Foundation Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/call-handler-initial-response-service/991fb009-b83d-4184-bc85-1f1a84848586
- **Markdown:** https://www.jobclerk.com/job/call-handler-initial-response-service/991fb009-b83d-4184-bc85-1f1a84848586.md

## Summary

- **Status:** Live
- **Employer:** Lancashire and South Cumbria NHS Foundation Trust
- **Town:** Preston
- **Region:** North West
- **Country:** England
- **Profession:** Ambulance and emergency care
- **Grade:** Band 3
- **Salary:** £25,760 - £27,476 per annum
- **Contract type:** Permanent
- **Employment type:** Full time - 37.5 hours per week
- **Closing date:** 2026-08-05T16:00:00.000Z
- **Posted:** 2026-07-22T11:12:34.818Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/Lancashire/Accrington/Lancashire_South_Cumbria_NHS_Foundation_Trust/Mental_Health/Mental_Health-v8174484
- **Application URL:** https://apps.trac.jobs/job-advert/8174484?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.lscft.nhs.uk

## Job Content

### Job overview

An exciting opportunity has arisen for patient focused Call Handlers to support the Initial Response Service (IRS)

IRS offers a single point of access into mental health services. This is an exciting time to be part of the crisis pathway and support people with mental health to ensure they access the most appropriate support at the right time. Call handlers will be expected to accept calls from both professionals and services users, and will be required to complete administrative tasks such as clarification of appointment times or general enquiries. The calls will be from callers across the trust footprint and processes will need to be followed to ensure the activity is recorded in the IRS Network stack for the callers location.

Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.

### Main duties of the job

The role involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team, to support all patients in receiving a positive, high quality and seamless experience throughout.  This role also requires the post holder to manage calls from service users who may be in crisis and you will supported through a training package to determine the immediacy of the situation and needs of the individual caller at that time.

The post holder will be resilient, resourceful, and be able to manage calls that may at times be distressing or require an emergency response.  A robust supervision structure is in place to support staff due to the challenges of the role.

We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environment

### Detailed job description and main responsibilities

For more details on this vacancy please review the attached job description and person specification.

## Person Specification

### Knowledge / Experience

**Essential**

- Experience of working with service users with complex mental health needs.
- Person centred care for those Mental health / learning disabilities needs.

### Education / Qualifications

**Essential**

- NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards.

## Documents

- [we do more at lscft (pdf, 654.2kb)](https://www.healthjobsuk.com/documents?ddoc=2256)
- [job description & person specification (jpg, 55.5kb)](https://www.healthjobsuk.com/documents?vdoc=10477123)

## Agent Notes

- This Markdown page is generated from the same Job Clerk job record as the HTML job detail page.
- Use the canonical HTML URL for user-facing references.
- Use the application URL when the user wants to apply on the source NHS site.