Domestic Abuse Helpline Advisor

Premier; West Midlands; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

Premier is seeking a Domestic Abuse Helpline Advisor to join a national charity on a remote basis. This 35-hour per week role includes a 24-hour rota, evenings, weekends and nights, with some occasional travel to central London for development.

You will provide trauma-informed support, safety planning and information to women and supporters, liaising with agencies and maintaining high-quality records. DBS within 6 months is preferred.

Qualifications

• In-depth knowledge of issues facing women experiencing domestic abuse and violence.
• Experience conducting needs and risk assessments within the sector.
• Ability to build and maintain partnerships with other agencies.

Responsibilities

• Answer helpline calls and online inquiries on a 24-hour rota with trauma-informed support.
• Advise and signpost to services, refuges and legal resources where needed.
• Maintain accurate records and liaise with partner agencies and managers.

Skills

Trauma-informed awareness

Needs assessment

Risk assessment

Partnerships

DV sector experience

Job description

04 Nov, 2026# Domestic Abuse Helpline Advisor* CV-Library* West Midlands, UKTemporary Charity### Job DescriptionRole: Domestic Abuse Helpline AdvisorBased: RemoteRate: £14.34 PAYE / £18 umbStart Date: ASAPDuration: Temporary until January 2027Hours: Full-time 35 hours per week Monday – Sunday work from home. 24 hour service - Rota Pattern including evenings, weekends and nights. 1 – 2 days per month in central London desirable (but not compulsory) for wellbeing and developmentOur client, a national Domestic Abuse charity is looking for several Helpline Advisors to join their team providing high-quality, empowering, emotional and practical support, assistance and information to women and those supporting them, who contact the Freephone 24-hour National Domestic Abuse HelplineSynopsis of duties:To participate in answering helpline calls and online communication inquiries on a 24-hour rota system, responding to women experiencing domestic violence and other forms of violence against women and girls (VAWG), and family and friends supporting them, by providing, trauma-informed emotional support and practical help, led by the caller’s needs. To support and advise other professionals in their delivery of services to women experiencing domestic abuse and liaise with agencies on behalf of callers as necessary including searching for vacancies and make referrals to women’s refuges when needed.To work in partnership with other agencies to contribute to the design of interventions and plans which protect survivors and their children whilst maintaining an independent role on behalf of the survivors, keeping their safety central to the plans. To provide independent assessment, advice and support across all facets of domestic abuse, whether physical, psychological, emotional, financial or controlling behaviour by informing women of the dynamics around these behaviours and providing callers with information around the laws and services that exist to support and protect women. To provide one to one support and safety planning to high-risk women often at the point of crisis. To establish the risks to and the needs of survivors of domestic violence and other forms of violence and abuse, by providing practical and emotional support and non-directive safety planning, and appropriate signposting. To ensure that any issues in relation to safeguarding children or vulnerable adults are brought to the immediate attention of the service manager or on-call manager. To listen and assess each interaction individually to ensure the support and assistance given to callers is appropriate and of the highest standard. To manage high call and response volumes, ensuring continuity of service levels and use best judgement and practices to manage time effectively To maintain up-to-date knowledge of women’s rights and entitlements when fleeing domestic abuse, including but not limited to civil and criminal law, housing, benefits, and other relevant legal measures. To maintain up-to-date knowledge of resources and services for women fleeing domestic abuse, both statutory and voluntary. To ensure a quality service is given to women regardless of class/culture/language/religion or sexual orientation; to speak with callers via Language Line when needed To recognise, respect and address the needs of service-users who face particular barriers when seeking help to access the advocacy service, including those from different ethnic and cultural backgrounds, LGBT communities, disabled people and other hard to reach groups To respond and provide high quality support and advice to women, families and professionals via additional platforms and communication methods, notably web forms and live webchat, where safe and appropriate to do so and maintain appropriate records. To ensure helpline database records are completed accurately and promptly To contribute to the ongoing evaluation of the Helpline service. To ensure systems of information and dissemination are of a high standard ensuring callers receive quality support and referral services.To undertake efficient handover and debriefing after each shift (e.g. update on referrals, admissions, vacancies) and ensure relevant information and issues are passedEssential Requirements:In depth knowledge and understanding of the issues facing women who have experienced domestic violence and abuse and/or sexual violence.An understanding of the impact of multiple, intersecting oppressions (e.g., sexism, racism, homophobia, ableism, etc) and the consequent barriers for some survivors of domestic abuse to accessing services.Knowledge and understanding of trauma and trauma symptoms.At least two years’ experience of working within the domestic abuse sector (desirable).Experience of conducting needs and risk assessments.Experience of providing needs-led support to clients with a variety of support needs.Experience of building and maintaining partnerships with other agencies.DBS dated within the last 6 months or on the update serviceSupporting Futures Consulting acts as both an employer and an agency