Job summary A challenging and rewarding opportunity has arisen with the Shropshire Access Team as we recruit Call Handlers to our expanding Service. We provide an all age 24/7 Mental Health Helpline along with acting as a Single Point of Referral for any person of any age within the Shropshire/Telford and Wrekin area, who wishes to self-refer, or for professionals to make a referral to NHS Secondary Care Mental Health Services. The role of a Call Handler on the team combines administrative and clerical skills along with frequent telephone contact with Service Users of all ages. We also support Carers and all types of professionals including Health, Social Care and Emergency Services with their telephone and email queries and referrals. Your role will include providing information and advice to callers and you will at times speak with people who are in a crisis situation with their mental health. You will take initial actions to ensure those people can be supported by our Mental Health Practitioners. You will work a shift pattern including nights and weekends so that we can provide full accessibility to Mental Health Services for our county's population. These shifts will accrue paid enhancements on top of a competitive salary. You will receive full training and close clinical and managerial supervision will be provided. Main duties of the job To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information. To deal with incoming correspondence for Access by opening, sorting post, prioritising and distribution of correspondence in addition to preparing and collating documents as required. To be responsible for the operation of the appointment facilitation into pathways handling enquiries, creating assessment appointments and ensuring electronic systems are up to date and maintained. Operating a call reminder service for clinic appointments. To maintain and provide a full range of office support and administrative systems, including documentation and letters regarding referrals and enquiries. To be a central point of contact either electronically or via telephone dealing with all general enquiries, re-directing and signposting where appropriate. Ensure Systems/Guidelines/Protocols are regularly updated and revised as per Trust information working alongside colleagues to ensure smooth running of the Service. Maintain adequate stationery supplies through appropriate and timely ordering. To be able to organise workload and self-manage prioritisation of individual tasks and duties. About us By joining Team MPFT, you will be helping your communities and in return for this, we will support you by; Supporting your career development and progression Excellent NHS Pension scheme Generous maternity, paternity and adoption leave Options for flexible working Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave Extensive Health and Wellbeing support and resources If you work in our community teams, we pay for your time travelling between patients Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates Salary sacrifice bikes up to £2k Free car parking at all trust sites Free flu vaccinations every year Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met) And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people. Details Date posted 16 May 2025 Pay scheme Agenda for change Band Band 3 Salary £24,625 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 301-BK-25-7210070 Job locations Redwoods Centre Somerby Drive Shrewsbury SY3 8DS Job description Job responsibilities For further information relating to this vacancy please refer to the attached job description and job specification Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application. Please note, we may be required to close this vacancy early if we receive a high volume of applications. Job description Job responsibilities For further information relating to this vacancy please refer to the attached job description and job specification Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application. Please note, we may be required to close this vacancy early if we receive a high volume of applications. Person Specification Qualifications and Training Essential Possesses a recognised typing qualification (RSA III typing or equivalent) or can display word processing skills to an equivalent level of competence Desirable NVQ 3 or Level 3 Diploma in a related subject, e.g. Customer Care or Business Administration Experience Essential Previous customer care experience. Desirable Previous NHS Experience Person Specification Qualifications and Training Essential Possesses a recognised typing qualification (RSA III typing or equivalent) or can display word processing skills to an equivalent level of competence Desirable NVQ 3 or Level 3 Diploma in a related subject, e.g. Customer Care or Business Administration Experience Essential Previous customer care experience. Desirable Previous NHS Experience Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Midlands Partnership NHS Foundation Trust Address Redwoods Centre Somerby Drive Shrewsbury SY3 8DS Employer's website https://www.mpft.nhs.uk (Opens in a new tab) Employer details Employer name Midlands Partnership NHS Foundation Trust Address Redwoods Centre Somerby Drive Shrewsbury SY3 8DS Employer's website https://www.mpft.nhs.uk (Opens in a new tab). Location : Redwoods Centre, Somerby Drive, SY3 8DS Shrewsbury, United Kingdom