Jordan is a Call Handler Team Leader at the Initial Response Service based at Royal Preston Hospital (RPH).

Jordan has worked in the team since August but has previous experience in the NHS, having joined during the pandemic. He said his career was inevitable as he’s always been passionate about helping people and comes from a family of healthcare professionals.

Chances are you know where to go if you have a broken leg or a cough – but where would you turn if you were struggling with your mental health?

Jordan and his colleagues are the first port of call for anyone who’s struggling with their mental health or feel that they’re in a mental health crisis.

The 20 handlers based at RPH can take up to 250 inbound calls in a 24 hour period – that works out at around 90,000 calls a year! About three quarters of these are from members of the public, with the remainder coming from GPs, the police and other partner agencies. Jordan and his colleagues are well trained so that they can deal with the unpredictably of the role and with every situation they’re presented with. 

People call for a variety of reasons. This time of year can be particularly challenging with the change in weather and the darker nights. The cost of living crisis and Christmas being around the corner have been providing additional worries for people and the team have noticed an increase in calls relating to money.


Here are five things Jordan wants you to know:


1. The people we help think their problems are quite specific and unique but actually what we find is that hundreds of people out there have very similar issues and we can help.


2. Making the call is the hardest part of your journey to getting help. Admitting you need support is not easy at all but it’s extremely brave. It’s normal to feel apprehensive about asking for help. The most rewarding part of my job is hearing somebody say “thank you, you’ve made me feel better” after ringing up in tears.


3. We won’t judge. We’re here to provide a listening ear. Sometimes just speaking to someone can be the release you need. I look after my own mental health by spending time with and talking to my friends. There’s so much power in opening up.


4. We’re here for you 24 hours a day, every day, even Christmas Day. We’re a team of trained call handlers and clinicians. We’ll always try to help. Even if we’re not the right service, we’ll do our best to signpost you.


5. The one thing I want you to remember is our number. If you live in Preston, Chorley, South Ribble or West Lancashire, you can reach us on 0800 0130708. If you live anywhere else in Lancashire and South Cumbria, you can call 0800 9530110 where you’ll get through to one of our Crisis Line colleagues. Don’t be afraid to ring if you need us.