Information and Support Advisor

AWD online; West Bromwich; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Mileage allowance

Training and development opportunities

Employee Assistance Programme

Group clinical supervision with a BACP

25 days' annual leave pro rata

Job summary

AWD online is seeking an Information and Support Advisor in West Bromwich to deliver Tier 1 information and guidance to victims and survivors of abuse. You will work in a trauma-informed service, completing initial assessments, supporting next steps, and coordinating referrals in collaboration with police and safeguarding partners.

The role emphasizes empathy, sound judgement and organisation in a busy environment with safeguarding responsibilities and 37.5 hours per week, Monday to Friday.

Qualifications

• Experience providing information and advice to vulnerable people
• Knowledge of safeguarding adults and children legislation
• Experience liaising with stakeholders by telephone, email and written correspondence
• Excellent communication, organisation and IT skills including Microsoft Office, databases and virtual platforms

Responsibilities

• Trauma-informed first contact with victims and survivors
• Triage contacts, assess immediate risk and needs, consider children and refer for support
• Provide information, advice and guidance on abuse, safety planning, safeguarding, legal options and support
• Take referrals, maintain accurate case-management records and prepare files for allocation
• Provide support by telephone, webchat, WhatsApp and other digital channels
• Liaise with internal teams, police, safeguarding partners and frontline agencies to coordinate referrals
• Work to targets, maintain service data and support analysis, reporting and audits
• Contribute content, feedback and improvements while following policies, GDPR and quality standards

Skills

Empathy

Communication

Organisational skills

IT skills

Education

Level 3 qualification

GCSE English & Maths

Job description

Information and Support Advisor

Join a fast-paced first-contact service supporting victims and survivors of abuse. Suited to an empathetic, organised communicator with safeguarding knowledge, experience supporting vulnerable people and strong digital skills.

This role is officially known within the organisation as an Information, Advice and Guidance Advisor

If you’ve also worked in the following roles, we’d also like to hear from you: Support Advisor, Advice Worker, Information and Advice Adviser, Information and Advice Officer, Helpline Advisor, Client Support Advisor, Community Support Worker, Support Officer

PLEASE NOTE:Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies. The post holder must be female

SALARY

£24,784 - £25,492 per annum (depending on experience) + Benefits

LOCATION

West Bromwich, West Midlands

JOB TYPE

Full-Time, Permanent

WORKING HOURS

37.5 hours, Monday to Friday, 9am–5pm. Some work outside normal office hours may be required

JOB OVERVIEW

Make a meaningful first-contact contribution in a trauma-informed service where the Information and Support Advisor helps people understand risks, needs and options.

The Information and Support Advisor provides Tier 1 advice and guidance by telephone and digital channels, completing initial assessments and supporting next steps.

Working with colleagues, police and safeguarding partners, the Information and Support Advisor helps maintain timely referrals, accurate records and responsive support.

This is an opportunity to combine empathy, sound judgement and organisation in a busy service focused on safety, choice and positive outcomes.

DUTIES

Your duties as the Information and Support Advisor include:

• Trauma-Informed First Contact: Engage with victims and survivors sensitively and calmly

• Risk and Needs Assessment: Triage contacts, assess immediate risk and needs, consider children and refer for support

• Information, Advice and Guidance: Provide information on abuse, safety planning, safeguarding, legal options and support

• Referral and Case Records: Take referrals, maintain accurate case-management records and prepare files for allocation

• Digital Advice Channels: Provide support by telephone, webchat, WhatsApp and digital channels

• Partnership Working: Liaise with internal teams, police, safeguarding partners and frontline agencies to coordinate referrals

• Performance and Data: Work to targets, maintain service data and support analysis, reporting and team audits

• Communications and Quality: Contribute content, feedback and improvements while following policies, GDPR and quality standards

CANDIDATE REQUIREMENTS

ESSENTIAL

• Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies. The post holder must be female

• Level 3 qualification or equivalent; Level 2 may be considered alongside relevant health and social care, administration or similar experience

• GCSE Grade C (or equivalent) in English and Mathematics

• Experience providing information and advice to vulnerable people within a needs-led service and working in a professional environment

• Experience liaising with stakeholders by telephone, email and written correspondence

• Knowledge of safeguarding adults and children legislation, trauma-informed approaches, Health and Safety and GDPR

• Excellent communication, organisation and IT skills, including Microsoft Office, databases and virtual platforms

• Ability to remain calm under pressure, prioritise work, maintain boundaries and work effectively with other agencies

• Eligibility to work in the UK

DESIRABLE

• Experience of data input, analysis and monitoring with accurate record keeping

• Experience working to specifications and targets

• Experience obtaining stakeholder feedback

• Understanding of domestic abuse, relevant policy and practice, and the Violence Against Women and Girls Strategy

• Understanding of motivational interviewing and ability to offer brief interventions by telephone and webchat

• Current driving licence and access to a vehicle

• Willingness to work evenings and weekends when required

BENEFITS

• Mileage allowance where travel is undertaken for the role

• Training and development opportunities

• Employee Assistance Programme

• Group clinical supervision with a BACP-trained counsellor

• 25 days' annual leave pro rata, plus bank holidays, with opportunities for additional leave after 3 years of service

• 1 wellbeing day pro rata

• Annual leave buy-back scheme

• Bi-annual staff away days

• Internal staff newsletter

• Time off in lieu when overtime is required

• 5% employer pension contribution

This role requires an Enhanced DBS Check

JOB REF: AWDO-P15406