Back to search
Role: Domestic Abuse Helpline Worker
Based: Havant.
Rate: £23,581.38
Start Date: ASAP
Duration: Permanent
Hours: 37.5 hours per week Monday - Friday
Our client, a specialist domestic abuse charity is looking for a Helpline Worker to provide a high-quality support service to clients and professionals. The role will be based in Havant, call handling for Southampton Helplines This will include taking referrals, contacting clients and identifying risk and needs and uploading information to their secure case management system. You will provide safety advice and emotional support over the phone. This will include referrals for adult victims and survivors and children and young people. You will also be processing referrals received by professionals, mainly the police
Synopsis of duties:
- To provide a high-quality and pro-active front-line telephone and email service responding to all referrals and general enquiries.
- To contact all clients within 24 hours of referral ensuring that victims needs are met urgently.
- To carry out Safe Lives DASH1 risk assessments with all clients
- To carry out needs assessment with all clients contacting the helpline or being referred in.
- To contribute to promoting victim’s safety by identifying risk and need and facilitating engagement with the appropriate service.
- To have comprehensive knowledge of all services, referral routes to those services and vacancies within those services and to advise victims/survivors, professionals etc of this.
- To provide support, advice, information and assistance to professionals and members of the public, including immediate safety advice.
- To deal responsively and efficiently with general telephone and e-mail enquiries on all aspects of our services and if appropriate forward to the relevant person. To manage and deal with contacts made including general enquiries, offers of donations, requests for information/leaflets/posters/handouts, talks, presentations etc.
- To complete data entry and sourcing of data on to specialist client database. To ensure that client records are up to date and meet the needs of in-house business reporting. To maintain clients’ electronic files
- To secure refuge accommodation for women and children
- To have up-to-date knowledge of refuge vacancies across the organisation.
- Participating as a member of the staff team, including regular attendance at team and other meetings, supervision and appraisal sessions, training and other events as may be required.
- Work within a strict framework of confidentiality and safeguarding. Understand the legal framework relating to the protection of children including the Local Safeguarding Children’s Board policies and procedures and the practical implications of this are understood.
- Diversity
- To respect and value the diversity of the community in which our services work and recognise the needs and concerns of a diverse range of people affected by domestic abuse ensuring the service is accessible to all.
- To facilitate access to interpreters and adjust interview practice accordingly
- To work towards the safety/needs of diverse cultural and ethnic groups, also health, mobility, sexuality etc. Form links with relevant agencies to do this.
- Assisting with providing cover for absent colleagues during periods of sickness, holidays etc., as requested by the Chief Executive Officer or Service Manager.
Essential Requirements
- Educated to minimum GCSE standard in Maths and English
- Demonstrable experience of supporting individuals within the context of a helping environment, both face to face and on the telephone
- Ability to work to imposed standards and conditions of funding and legal requirements to meet reporting and delivery deadlines
- Excellent communication skills, including with individuals in distress and professionals
- Excellent administrative and IT skills
- Commitment to equal opportunities
- The ability to work as part of a team and on one’s own initiative
- Numeric and literacy skills to undertake administrative tasks
- Ability to absorb a wide range of information quickly and effectively
- Ability to work flexibly
- Organisational skills and the ability to prioritise work daily
Supporting Futures Consulting acts as both an employer and an agency
