Job Description

Due to service expansion, an exciting opportunity has arisen for patient focused Call Handlers to support CNTW Access Hub based at the Barton Centre at Hopewood Park Hospital in Sunderland.
CNTW Access Hub offers a single point of access into mental health services. Call handlers will be expected to accept calls from both professionals and services users, and will be required to complete administrative tasks such as clarification of appointment times or general enquiries.
The service is available 24 hours a day 365 days per year so there are opportunities for flexible working and this is an ideal opportunity for students, psychology graduate, or those looking to gain clinical experience to further their career in mental health. Excellent IT skills are an essential component due to the fast pace of this role and the accurate recording of information to aid onward referral.
Main duties of the job
The role involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the service user and the clinical team, to support all patients in receiving a positive, high quality and seamless experience throughout.
This role also requires the post holder to manage calls from service users who may be in crisis and you will supported through a training package to determine the immediacy of the situation and needs of the individual caller at that time.
The post holder will be need to be resilient, resourceful, and be able to manage calls that may at times be distressing or require an emergency response. A robust supervision structure is in place to support staff due to the challenges of the role.
We are excited to receive applications from people who have the drive and passion to make a difference and have the resilience to work in a high-pressured environment.
About us
We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.
Details
Date posted
23 September 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
263-CCG25-329-HN
Job locations
Hopewood Park Hospital
Ryhope
Sunderland
SR2 0NB
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 23rd September 2025
Closing date : 7th October 2025
We welcome your application.
Please note - this vacancy will close once a sufficient number of applications are received. Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 23rd September 2025
Closing date : 7th October 2025
We welcome your application.
Please note - this vacancy will close once a sufficient number of applications are received.
Person Specification
Education and Qualification
Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards

Knowledge and Experience
Essential

• Experience of working with service users with complex mental health needs
• Person centred care for those Mental health / learning disabilities needs

Desirable

• Safeguarding
• Carer needs

Skills and Competencies
Essential

• Good interpersonal and communication
• Time Management
• Literacy skills
• Numeracy skills
• Basic IT skills

Desirable

• Ability to prioritise
• Record keeping skills

Role/Team specific requirements
Essential

• Flexible
• Approachable
• Open to change
• Confident
• Open and honest
• Robust
• Motivated
• Demonstrates respect dignity and integrity
• Trustworthy
• Embraces diversity
• Team worker

Person Specification
Education and Qualification
Essential

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards

Knowledge and Experience
Essential

• Experience of working with service users with complex mental health needs
• Person centred care for those Mental health / learning disabilities needs

Desirable

• Safeguarding
• Carer needs

Skills and Competencies
Essential

• Good interpersonal and communication
• Time Management
• Literacy skills
• Numeracy skills
• Basic IT skills

Desirable

• Ability to prioritise
• Record keeping skills

Role/Team specific requirements
Essential

• Flexible
• Approachable
• Open to change
• Confident
• Open and honest
• Robust
• Motivated
• Demonstrates respect dignity and integrity
• Trustworthy
• Embraces diversity
• Team worker

Skills Required