Call Handler - Initial Response Service


Company:	NHS Jobs
Salary:	£25,760 - £27,476
Hours:	Full-time
Location:	Norwich, NR6 5BE
Job type:	Permanent
Posting date:	23 Jul 2026
Closing date:	5 Aug 2026

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Summary

Join our Initial Response Service (IRS) as a call handler and become a vital first point of contact for people seeking urgent mental health support. In this fast-paced and rewarding role, you will manage and triage incoming calls, ensuring each person receives a timely, compassionate and appropriate response while supporting safe and effective referral pathways. The postholder will provide professional call handling and referral support as part of the Initial Response Service, acting as a key point of contact for services users, carers and professionals. Key responsibilities include receiving and triaging calls, accurately recording information, and ensuring enquiries are appropriately routed in line with agreed referral pathways. The role involves effective communication in often sensitive or distressing situations, providing reassurance, guidance and information, while working collaboratively with clinical teams and partner agencies. The post holder must maintain confidentiality, escalate risks appropriately and ensure timely onward referrals. Additional responsibilities include prioritising workload, supporting administrative processes such as appointment booking, contributing to service improvement, and adhering to Trust policies, standards and values at all times.

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