Information and Support Advisor (AWDO-P15406) in West Bromwich)
AWD online
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Benefits offered by this job
Job summary
AWD online is seeking an Information and Support Advisor in West Bromwich. This trauma-informed role supports victims and survivors via telephone and digital channels, delivering initial assessments and guiding next steps.
You will work with partners across police and safeguarding agencies to maintain referrals, accurate records and responsive support while upholding GDPR and quality standards. This is a full-time, permanent position with 37.5 hours per week.
Qualifications
- 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
Responsibilities
- 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
Skills
Education
Tools
Job description
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
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.
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
- 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
- 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
- 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
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