Our Initial Response Service (IRS) is a centralised, triage‑led function designed to provide a single point of access for urgent mental health referrals, bringing together the elements of 111 Mental Health Option, Crisis and Home Treatment pathways. It is responsible for receiving, screening and clinically triaging referrals, ensuring service users are directed to the most appropriate service in a timely and safe manner. The model supports rapid decision making, prioritisation of risk, and coordination of responses, including escalation to face‑to‑face crisis assessment where indicated. The service aims to reduce duplication across services, and deliver consistent performance against response standard.
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.
You will use your communication skills to engage with individuals who may be distressed, providing reassurance, clear information and support, while working closely with clinical teams and partner services to ensure the right care is delivered at the right time.
You will also play a key role in supporting the smooth running and development of the service, using your organisational skills to maintain accurate records, prioritise workload and ensure information is managed effectively. You will contribute to continuous service improvement by identifying opportunities to enhance processes, supporting team learning, and helping shape a responsive, high‑quality service.
Responsibilities
- Receive, screen and clinically triage urgent mental health referrals.
- Manage and triage incoming calls, ensuring a timely and compassionate response.
- Provide reassurance, clear information and support to distressed individuals.
- Work closely with clinical teams and partner services to secure the appropriate care pathways.
- Maintain accurate records, prioritise workload and manage information efficiently.
- Identify opportunities to enhance processes and support continuous service improvement.
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