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Job requirements
Essential
19 listedRequirements the employer expects applicants to meet.
- Skills and Competencies
Good interpersonal and communication
- Skills and Competencies
Time Management
- Skills and Competencies
Literacy skills
- Skills and Competencies
Numeracy skills
- Skills and Competencies
Basic IT skills
- Knowledge and Experience
Experience of working with service users with complex mental health needs
- Knowledge and Experience
Person centred care for those Mental health / learning disabilities needs
- Education and Qualification
NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
- Role/Team specific requirements
Flexible
- Role/Team specific requirements
Approachable
- Role/Team specific requirements
Open to change
- Role/Team specific requirements
Confident
- Role/Team specific requirements
Open and honest
- Role/Team specific requirements
Robust
- Role/Team specific requirements
Motivated
- Role/Team specific requirements
Demonstrates respect dignity and integrity
- Role/Team specific requirements
Trustworthy
- Role/Team specific requirements
Embraces diversity
- Role/Team specific requirements
Team worker
Desirable
4 listedAdditional qualities the employer would prefer.
- Skills and Competencies
Ability to prioritise
- Skills and Competencies
Record keeping skills
- Knowledge and Experience
Safeguarding
- Knowledge and Experience
Carer needs
Job overview
Due to service expansion, an exciting opportunity has arisen for patient focused Call Handlers to support CNTW Access Hub based at the Barton Centre at Hopewood Park Hospital in Sunderland.
CNTW Access Hub offers a single point of access into mental health services. 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 service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. 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 service user 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 need to 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
Please find attached job description for full details.
Advertising date : 7th November 2025
Closing date : 23rd November 2025
We welcome your application.
Please note - this vacancy will close once a sufficient number of applications are received.
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Applying for this NHS job
This advert is for Call Handler with Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust in Newcastle upon Tyne, England. It is listed as a Band 3 Ambulance and emergency care role. The advertised salary is £24,937 - £26,598 per annum. The contract type is Permanent. The application deadline is 23 Nov 2025.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (07 Nov 2025) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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