Helpline Response Team Advisor

Location: Pool

Salary: £24,956 (pro rata actual gross salary -£19,965) per annum rising to £25,350 (pro rata actual gross salary - £20,280) on successful completion of probation

Hours: 30 hours per week, Monday, through to Thursday 9am - 5pm

Vacancy Type: Fixed term until 31st March 2026 with the potential for extension subject to future Funding

The Role

The Helpline provides a single point of contact and gateway for victims and survivors who have experienced domestic abuse within Cornwall. The Helpline Response Team provide a support and assessment service to domestic abuse victims by conducting telephone-based risk assessments, safety plans, information and advice as well as appropriate onward referrals within the Domestic Abuse and Sexual Violence pathways and Safeguarding. The post holder will be expected to receive referrals, input data, keep up to date case notes and records, contact clients referred to the Helpline by professionals, the public, the police and self-referrals, and provide a pro-active service to all victims of domestic abuse.

The post holder will effectively complete DASH risk assessments, address immediate safety through safety plans, and provide information, advice and onward referrals to ensure victims are supported to access services to which they are entitled. ​The post holder will work closely with case coordinators and the High Risk IDVA's within the company.

The post holder will need to be a self-starter, conscientious, meticulous, highly motivated, flexible and able to work independently.

Key Responsibilities

• Take domestic abuse telephone calls from the public and online referrals from victims and professionals
• Prioritise responses to calls by carrying out brief initial risk assessments
• Sign post referrals to relevant agencies and/or make integrated referrals through the service for ongoing support
• Provide advice and guidance to callers
• Undertake necessary training for the post
• To adhere to the Data Protection Act 1998
• Manage emails and all other correspondence
• To maintain confidentiality as required within the role and to be able to work on issues of a sensitive or confidential nature in a confident and capable manner
• To ensure that all documents are referenced, filed and easily accessed on the electronic filing system in line with ISO 9001 quality management
• Attend regular line management supervision
• To undertake any additional duties as may be required to deliver the service.

Skills and Qualifications

• ​An Evidence of IT and computer literacy skills
• ​Developing and maintaining relationships with clients/colleagues/professionals and stakeholders
• Confident communicator with excellent telephone skills
• Knowledge and use of Microsoft Office applications (Word, Outlook, Excel)
• Knowledge and understanding of the dynamics of domestic abuse and its impact
• Handling confidential and sensitive information appropriately
• Understand and demonstrate a commitment to equal opportunities and diversity in policy and practice
• Flexibility and the ability to adapt according to the needs of the service
• Able to maintain personal and professional boundaries
• Able to self-evaluate and critically reflect on own practice

Benefits

• A comprehensive induction and training programme.
• A wellbeing day per financial year (1st April to 31st March)
• Access to external supervision to discuss personal or emotional responses to traumatic cases, to ensure emotional and psychological wellbeing.
• Health and wellbeing resources including their staff Wellbeing Group, Staff Consultation Committee and active participation in their employee engagement platform.
• Access to an Employee Assistance Programme which includes a 24/7 telephone helpline offering medical, emotional and financial support.
• Working for an organisation committed to Equality, Diversity and Inclusion. They encourage applications from all sections of the community, and all backgrounds regardless of age, race, faith, disability, neurodiversity's, genders, gender expression or sexuality.  The company are a Disability Confident Committed Employer and have an LGBTQIA+ Staff Network.
• Annual pay review and employer contribution pension scheme.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please proceed through the following link to be redirected to their website to complete your application.

https://firstlight.peoplehr.net/Pages/JobBoard/Opening.aspx?v=c19755cb-1c03-4312-bb24-9f8c04ea049d

Contact information

A Member of the Ad Warrior Team