Helpline Support Practitioner

STAFFORDSHIRE WOMEN'S AID; Stafford; On-site; GBP 28,000 - 30,000; Part time

Benefits offered by this job

28 days' holiday per year

Pension: SWA contributes 3%

Time off in lieu

Overtime is unpaid

Job summary

Staffordshire Women's Aid is seeking a Helpline Support Practitioner to provide emotional support, information and guidance to victims of domestic and sexual abuse. The role involves answering calls, responding to online referrals and emails, and signposting to services.

You will record details on our case management system and work closely with partner agencies. The successful candidate will work 22.5 hours per week over three days, with DBS and possibly additional security checks.

Qualifications

• Active listening with non-judgemental approach.
• Ability to assess risk and plan safety.
• Signposting and guiding to appropriate services.
• Handling referrals from callers and professionals.
• Accurate data entry on a case management system.

Responsibilities

• Answer calls on the SWA Helpline and respond to online referrals and emails.
• Provide high-quality, non-judgemental support to victims of domestic and sexual abuse.
• Record details accurately on the case management system and signpost to services.
• Collaborate with agencies and stakeholders to coordinate support.
• Work in line with SWA values of Passion, Empowerment and Trust.

Skills

Active listening

Risk assessment

Safety planning

Signposting

Referral handling

Case management

Tools

Case management system

Job description

Vacancy at Staffordshire Women's Aid

Helpline Support Practitioner

Salary£ 27,817 - £30,110 per annum - Pro Rata £16,916 - £18,310

Stafford

Details

Every year, Staffordshire Women's Aid helps hundreds of women and children move from crisis to safety. This role sits right at the centre of how we do that, and how we grow to do more of it.

The Helpline provides emotional support and specialist information, advice, and guidance on a range of issues for victims of domestic and sexual abuse 24 hours a day, 365 days a year.

As a Helpline Support Practitioner your job will be to answer calls, respond to online referrals, and emails on the SWA Domestic/Sexual Violence and Stalking Helpline. The SWA Helpline provides a vital first point of contact for survivors seeking support, as well as advice and information for professionals. Key tasks are to provide a high-quality service, which includes:

• Helpline support in the form of active, non-judgemental listening, risk assessment, safety planning, and signposting advice.
• Support to agencies and other stakeholders.
• Take referrals for the services offered by SWA.
• Make managed referrals to other providers as appropriate.
• Accurately record details onto a case management system.
• Working in line with SWA ethos and values.

We are looking for an individual who can work in a fast-paced environment as part of a team and is committed to responding professionally to a wide range of callers, victims, survivors and professional agencies.

Our values Everything we do at SWA, every decision, every relationship, every service, is underpinned by three values: Passion, Empowerment and Trust.

Working Hours and Security Checks

• 22.5 hours per week over 3 days.
• Subject to DBS check (and possibly additional security checks for some settings)

Closing Dates

Closing Dates for Applications 5pm Wednesday 14th October.

Interview dates Friday 23rd October.

Benefits

Holiday: 28 days' holiday per year Pro rata 22.5 Hours, plus statutory holidays

Pension: SWA contributes 3% of annual salary, subject to staff contribution under auto-enrolment

Overtime/TOIL: Overtime is unpaid; time off in lieu is taken in consultation with your line manager

Notes

This post is open to female applicants only, as being female is a genuine occupational requirement under Schedule 9, Paragraph 1 of the Equality Act 2010, given the nature of the specialist support SWA provides to women and children affected by domestic abuse.