Call Handler - Initial Response Service | Lancashire and South Cumbria NHS Foundation Trust

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.

Responsibilities

• Accept calls from professionals and service users.
• Complete administrative tasks such as clarification of appointment times or general enquiries.
• Ensure calls are recorded in the IRS Network stack for the caller’s location.
• Assist clients who may be experiencing a range of mental health conditions and act as liaison between the patient and the clinical team.
• Manage calls from service users who may be in crisis and determine the immediacy of the situation and needs of the individual caller at that time.
• Attend to distressing or emergency response situations with resilience and resourcefulness.
• Work within a robust supervision structure to support staff due to the role’s challenges.

Qualifications & Skills

• Excellent IT skills to support fast-paced call handling and accurate recording of information.
• Resilience and resourcefulness when managing calls that may be distressing.
• Ability to work in a high‑pressure environment.

Benefits

We support flexible working and consider term‑time, part‑time, compressed hours and flexi‑time.

Our wellbeing programme offers a wide range of resources, tools and support to help you thrive both in and out of work.

Diversity and Inclusion

LSCFT values diversity and inclusion, welcoming applications from all background groups and encouraging those from under‑represented communities.

We also welcome individuals with lived experience relevant to the role or service area.

This advert closes on Tuesday 5 May 2026.

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