LGBT+ Helpline Advisor

Morgan Hunt UK Ltd; Greater London; Hybrid; GBP 19,000 - 23,000; Full time

Job summary

Morgan Hunt UK Ltd is recruiting an LGBT+ Helpline Advisor to provide essential emotional and practical support to LGBT+ victims and survivors of abuse nationwide.

You will handle calls, emails and web chats in a role that requires trauma-informed care, risk assessment and safeguarding, with a 35-hour week on a rolling rota including evenings, hybrid or remote from a Central London office base.

Qualifications

• Experience providing emotional or practical support.
• Understanding LGBT+ issues in abuse contexts.
• Knowledge of safeguarding and risk assessment.
• Trauma-informed approach to support.

Responsibilities

• Provide trauma-informed support via calls, email and webchat.
• Conduct risk assessments and safety planning.
• Identify safeguarding concerns and take action.
• Maintain confidential GDPR-compliant records.
• Collaborate with colleagues to deliver consistent support.
• Contribute to service development and improvement.

Skills

Emotional support

Trauma-informed care

Communication skills

Teamwork / independence

Job description

Location: Hybrid or remote (office base in Central London)

Hours: 35 hours per week, full-time, working 5 days on a rolling rota including evenings

Contract: 3-month fixed-term contract, with potential to extend

About the Role

We are currently recruiting for a compassionate and resilient LGBT+ Helpline Advisor to join a dedicated team providing vital support to LGBT+ victims and survivors of abuse and violence.

You will provide emotional and practical support to individuals experiencing challenging situations, helping them navigate their options and make informed decisions in a safe and supportive environment.

The role involves responding to calls, emails and webchats, providing trauma-informed support to individuals affected by domestic abuse, sexual violence, hate crime and so-called conversion practices.

You will play an important role in ensuring service users feel heard, respected and empowered, while identifying and managing risk and safeguarding concerns.

Key Responsibilities

• Provide high-quality, trauma-informed support via telephone, email and webchat.
• Complete risk assessments and develop appropriate safety plans.
• Identify and respond to safeguarding concerns, taking appropriate action where necessary.
• Provide practical guidance, information and signposting to relevant specialist services.
• Support individuals affected by domestic abuse, sexual violence, hate crime and other forms of abuse.
• Maintain accurate and confidential records of contacts and outcomes, ensuring GDPR requirements are followed.
• Work collaboratively with colleagues to provide consistent and effective support.
• Contribute to the ongoing development and improvement of the helpline service.

About You

The successful candidate will have:

• Previous experience providing emotional or practical support, either in a paid or voluntary capacity.
• A good understanding of the issues affecting LGBT+ individuals experiencing abuse and violence.
• Knowledge of safeguarding, risk assessment and risk management.
• Experience supporting vulnerable individuals using a trauma-informed approach.
• Excellent communication and listening skills, with the ability to remain calm and empathetic in challenging situations.
• The ability to work independently and as part of a team.
• A strong commitment to inclusivity, equality, diversity and empowering individuals.
• Flexibility to work 35 hours per week on a rolling rota, including evenings.

Why Apply?

This is a fantastic opportunity to join a values-led organisation providing essential support to LGBT+ individuals and communities across the UK.

You will be joining a dedicated and supportive team, helping create a safe, inclusive and empowering environment for people accessing the service.

If you have experience in helpline support, domestic abuse, sexual violence, LGBTQ+ services or advocacy and are passionate about making a difference, we would love to hear from you.

Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.