# NHS 111 Call Handler > NHS job listing from Job Clerk for Kent and Medway NHS and Social Care Partnership Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/nhs-111-call-handler/63bb321f-2cf1-4be8-896b-26220519a5cf - **Markdown:** https://www.jobclerk.com/job/nhs-111-call-handler/63bb321f-2cf1-4be8-896b-26220519a5cf.md ## Summary - **Status:** Live - **Employer:** Kent and Medway NHS and Social Care Partnership Trust - **Town:** Maidstone - **Region:** South East - **Country:** England - **Profession:** Ambulance and emergency care - **Grade:** Band 4 - **Salary:** £28,392 - £31,157 per annum - **Contract type:** Permanent - **Employment type:** Full time, Compressed hours, 37.5 hours per week - **Closing date:** 2026-06-25T23:59:00.000Z - **Posted:** 2026-06-12T13:12:28.148Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Kent/Maidstone/Kent_Medway_Mental_Health_NHS_Trust/Call_Handler/Call_Handler-v7972873 - **Application URL:** https://apps.trac.jobs/job-advert/7972873?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.kmpt.nhs.uk ## Job Content ### Job overview The NHS 111 line is a national requirement to provide a three-digit emergency number for mental health. The post holder will be required to effectively engage and manage complex calls from young people, parents/carers and other professionals. The post holder will be a valued team member and be supported by clinicians in the management of challenging calls. As the service is exclusively telephone based, due to the nature of calls, there is no remote working. Calls are received from the geographical locations of Kent & Medway only. ### Main duties of the job To be primarily responsible for handling incoming NHS 111 mental health calls. Determine identity of the caller and open referrals to the service. Demonstrate active listening to accurately record information and provide appropriate advice and signposting. De-escalate anxiety, tensions and provide solutions to current concerns over seen and supported by trained clinicians. Clinical Skills Active listening skills in order to document current concerns. Demonstrate empathy and understanding. Be able to de-escalate concerned callers. Have insight and ability to be able to engage effectively with Children and Young People who may be in acute distress. Administration To be computer literate and encourage implementation of the Trust’s IM&T Strategy. To ensure accurate recording of actions, and updating patient’s records, always maintaining confidentiality. The post holder will input and maintain, appropriate computer and manual clinical records and statistical data and provide this to the Service Manager/Head of Service when necessary. The post-holder will engage in relevant computer and IT training as required. To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects. To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager. ### Detailed job description and main responsibilities The post-holder will engage in relevant computer and IT training as required. To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects. To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager. Communication To have a wide range of knowledge in approaches to communicating and managing patient care. To be able to effectively communicate with colleagues, peers, senior managers, and clinical leads within the Trust. To be able to communicate complex patient related information facilitating positive outcomes and ensuring collaborative working. ## Job Details The NHS 111 line is a national requirement to provide a three-digit emergency number for mental health. The post holder will be required to effectively engage and manage complex calls from young people, parents/carers and other professionals. The post holder will be a valued team member and be supported by clinicians in the management of challenging calls. As the service is exclusively telephone based, due to the nature of calls, there is no remote working. Calls are received from the geographical locations of Kent & Medway only. ## Job Description To be primarily responsible for handling incoming NHS 111 mental health calls. Determine identity of the caller and open referrals to the service. Demonstrate active listening to accurately record information and provide appropriate advice and signposting. De-escalate anxiety, tensions and provide solutions to current concerns over seen and supported by trained clinicians. Clinical Skills Active listening skills in order to document current concerns. Demonstrate empathy and understanding. Be able to de-escalate concerned callers. Have insight and ability to be able to engage effectively with Children and Young People who may be in acute distress. Administration To be computer literate and encourage implementation of the Trust’s IM&T Strategy. To ensure accurate recording of actions, and updating patient’s records, always maintaining confidentiality. The post holder will input and maintain, appropriate computer and manual clinical records and statistical data and provide this to the Service Manager/Head of Service when necessary. The post-holder will engage in relevant computer and IT training as required. To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects. To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager. ## Responsibilities The post-holder will engage in relevant computer and IT training as required. To assist, under the direct supervision of a qualified professionals in the development, design and implementation of relevant projects. To assist in processing and auditing various types of data concerning service users for the whole team. This may involve maintaining audits files under the guidance of the line manager. Communication To have a wide range of knowledge in approaches to communicating and managing patient care. To be able to effectively communicate with colleagues, peers, senior managers, and clinical leads within the Trust. To be able to communicate complex patient related information facilitating positive outcomes and ensuring collaborative working. ## Person Specification ### Knowledge and Skills **Essential** - An awareness of NHS priorities High level Communication skills (written and verbal). Ability to communicate sensitive information to patients, carers, and colleagues An understanding of the needs and difficulties of people with mental health problems or other disabilities An ability to apply De-escalation skills An understanding of Crisis Care applied to health care. Competent IT proficiencies An ability to interact effectively with staff from all disciplines. An ability to interact with people with mental health problems and disabilities. Ability to work reliably and consistently with work agreed and supervised at regular intervals An interest in working with people with mental health problems or other disabilities Ability to accept and use supervision appropriately and effectively **Desirable** - Experience using RIO For databases or data- analysis, especially Windows. An awareness of NHS Long Term Plan for children services To be able to travel to office location ### Training, Qualifications and Registration **Essential** - NVQ level 2 or equivalent standard of literacy and numeracy An upper second class honours degree or higher in psychology or equivalent mental; health experience **Desirable** - Further postgraduate training in relevant areas of professional psychology, mental health practice and/or research design and analysis. ## Documents - [staff benefits (pdf, 623.4kb)](https://www.healthjobsuk.com/documents?ddoc=2394) - [trust name change (pdf, 813.6kb)](https://www.healthjobsuk.com/documents?edoc=2991) - [nhs 111 call handler (pdf, 336.4kb)](https://www.healthjobsuk.com/documents?vdoc=10255028) ## 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.