Call Handler / Domestic Abuse Helpline Advisor

AWD online; England; On-site; GBP 24,000 - 27,000; Full time

Job summary

A domestic abuse helpline service in Luton is seeking a compassionate Call Handler / Domestic Abuse Helpline Advisor. The role involves providing helpline support, managing referrals, and advocating for women affected by domestic abuse. Ideal candidates should hold a relevant qualification and have experience supporting vulnerable individuals. This is a full-time position with a salary of £24,948 to £26,845 per annum plus benefits.

Benefits

25 days annual leave plus bank holidays

Health coverage (dental, optical, physiotherapy)

Free counselling support

Ongoing training and career development

Qualifications

• Relevant qualification at Level 3 or above in social care or equivalent experience.
• Experience supporting vulnerable individuals in crisis situations.
• Commitment to equality, diversity and anti-discriminatory practice.

Responsibilities

• Handle helpline enquiries with empathy, assessing needs and risks.
• Receive and process referrals for refuge, outreach and group support services.
• Empower women to make informed decisions and access local services.

Skills

Strong communication skills

Empathy

Ability to manage priorities

IT literacy

Education

Relevant qualification at Level 3 or above in social care

Tools

Word

Excel

Email

Databases

Job description

Overview

Call Handler / Domestic Abuse Helpline Advisor

A rewarding opportunity for a compassionate and professional individual to provide helpline support, referrals and casework to women and families affected by domestic abuse.

IMPORTANT INFORMATION: Due to the sensitive nature of this role, we will be considering female applicants only, in accordance with the provision of the Occupational Requirement (Equality Act 2010, Schedule 9, Part 1).

Location: Luton, Bedfordshire, East of England (100% Office Based) • Salary: £24,948 to £26,845 per annum + Benefits • JOB TYPE: Full-Time, Permanent • WORKING HOURS: 37.5 Hours per Week

Duties

• Responding To Calls: Handle helpline enquiries with empathy, assessing needs and risks
• Managing Referrals: Receive and process referrals for refuge, outreach and group support services
• Allocating Accommodation: Monitor and allocate safe spaces for women and children in need
• Supporting Service Users: Empower women to make informed decisions and access local services
• Advocating For Women: Act as an advocate or mediator to ensure access to appropriate support
• Maintaining Records: Accurately record and maintain case details using secure systems
• Safeguarding: Promptly raise safeguarding concerns in line with organisational procedures
• Collaboration: Work closely with colleagues, volunteers and partner agencies
• Service Development: Build networks and promote awareness of domestic abuse support services
• Flexible Support: Participate in out-of-hours rota, training and supervision

Candidate Requirements

ESSENTIAL

• Due to the sensitive nature of this role, we will be considering female applicants only, in accordance with the provision of the Occupational Requirement (Equality Act 2010, Schedule 9, Part 1)
• Relevant qualification at Level 3 or above in social care, healthcare, community work or equivalent experience
• Experience supporting vulnerable individuals in crisis situations
• Strong communication and interpersonal skills, with the ability to listen and respond appropriately
• Ability to manage priorities and maintain accurate case records
• IT literate with experience using Word, Excel, email and databases
• A collaborative approach with experience of working in multi-agency environments
• Commitment to equality, diversity and anti-discriminatory practice
• Ability to manage stress and demonstrate self-care strategies
• Commitment to safeguarding children and adults

DESIRABLE

• Counselling skills or relevant qualifications
• Knowledge and understanding of domestic abuse and its impact on women and families
• Experience supporting and working with volunteers
• Knowledge of trauma-informed and person-centred practices
• Understanding the barriers faced by racially minoritised women when accessing services
• Full driving licence and access to a vehicle for work

Benefits

• 25 days annual leave plus bank holidays
• Flexible working arrangements
• Health coverage (dental, optical, physiotherapy and more)
• Free healthcare cover for children under 18
• 24/7 GP advice line and virtual doctor services
• Free counselling support and clinical supervision
• NHS prescription reimbursements
• Personal accident cover
• Discounts on food, cinema, gym, tech and travel
• Birth and Adoption grant
• Monthly paid wellbeing hour
• Ongoing training and career development

This role requires a DBS check.

How to Apply

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13921

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