Domestic Abuse Helpline Call Handler & Advocate

AWD online; England; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days leave

Flexible working

Health cover

Free healthcare for children

24/7 GP advice line

Counselling support

Job summary

AWD Online in the United Kingdom is seeking a Call Handler / Domestic Abuse Helpline Advisor to support women and families affected by domestic abuse. You will provide vital telephone and casework support, helping clients access safe accommodation, outreach and community services.

The role requires empathy, strong communication, and the ability to manage referrals, record case details, and participate in out-of-hours rota.

Qualifications

• Relevant Level 3+ qualification in social care, healthcare, community work or equivalent experience.
• Strong communication and interpersonal skills, with the ability to listen and respond appropriately.
• IT literate with experience using Word, Excel, email and databases.

Responsibilities

• Responding to calls with empathy, assessing needs and risks.
• Managing referrals for refuge, outreach and group support services.
• Allocating safe accommodation for women and children in need.
• Supporting service users to access local services and make informed choices.
• Advocating for women to ensure access to appropriate support.
• Maintaining accurate case records using secure systems.
• Raising safeguarding concerns in line with procedures.
• Collaborating with colleagues, volunteers and partner agencies.
• Contributing to service development and promoting awareness of domestic abuse services.

Skills

Empathy

Communication skills

IT literacy

Multi-agency collaboration

Education

Level 3+ qualification in social care

Tools

Word

Excel

Databases

Job description

AWD Online in the United Kingdom is seeking a Call Handler / Domestic Abuse Helpline Advisor to support women and families affected by domestic abuse. You will provide vital telephone and casework support, helping clients access safe accommodation, outreach and community services.

The role requires empathy, strong communication, and the ability to manage referrals, record case details, and participate in out-of-hours rota.