Mental Health Crisis Response Call Handling Service

Avon and Wiltshire Mental Health Partnership NHS Trust (AWP) is seeking a provider to deliver call handling services for the NHS 111 Mental Health Crisis Response Service (111 Option 2). This specialist service will triage and manage calls from individuals experiencing mental health crises across all age groups (children, young people, and adults) through a dedicated pathway available 24/7. The appointed provider will be responsible solely for call handling, access, triage, and call management, while AWP retains clinical assessment and decision-making responsibilities. The service must operate collaboratively within a matrix management structure with multiple NHS partners including urgent and emergency care, crisis services, community mental health teams, acute hospitals, ambulance services, primary care, and voluntary sector organisations to deliver an integrated response. This is a key NHS England Long Term Plan priority requiring all mental health crisis calls to route through 111 by March 2024. AWP is currently conducting a market engagement exercise to gauge provider interest and identify potential barriers to service delivery. All information is in draft form and subject to change; expressing interest does not guarantee inclusion in any formal procurement process.