Remote Helpline Emotional Support Worker

LLOYD'S REGISTER INTERNATIONAL; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Survivors UK is seeking an Emotional Support Worker to provide compassionate helpline support to men, boys and non-binary people who have experienced rape, sexual abuse or violence. You will deliver emotional support, information and signposting via webchat, SMS, email, telephone, and WhatsApp, while upholding safeguarding and confidentiality policies.

The role requires a trauma-informed approach and careful escalation when needed.

Qualifications

• Experience of working with survivors of sexual violence
• Experience supporting vulnerable people with complex needs, including mental health, substance use, and/or disabilities.
• Experience of providing trauma-informed emotional support, ideally on a helpline

Responsibilities

• Provide high-quality emotional support, information and signposting via webchat, SMS, email, telephone, WhatsApp and other methods.
• Assess risk and safety of callers when necessary. Escalate risks and ensure all safeguarding concerns are handled swiftly and in line with SurvivorsUK Safeguarding Policy and the Helpline’s Safeguarding procedure.
• Accurately record all helpline contacts on our helpline system for monitoring, and participate in overall service monitoring and evaluation.
• Operate in a private, confidential environment
• Adhere to the service’s remit, all relevant SurvivorsUK policies and procedures, and the BACP Code of Ethics.
• Attend group supervision, team meetings and line management meetings, and participate in ongoing training.
• Ensure all clients are aware of and have access to the organisation’s complaints policy and terms of use.
• Support training for newer emotional support workers and any emotional support volunteers.
• Triage non-helpline enquiries to appropriate colleagues.
• Maintain good working relationships with other support services
• Collaborate with colleagues and specialist agencies to promote our work, and share learning & best practices
• Actively contribute towards the development of the service
• Participate in all staff meetings and team meetings
• General Duties: Support the Communication Manager and the Helpline Manager, to provide content for the promotion of the service via the website and social media.
• Assist with research and development of resources and informational material for colleagues, survivors and professionals working with survivors.
• Ensure that the standards of service delivered comply with the organisation’s mission statement, values, business plan and other related guiding principles at all times.
• Fully engage with professional development, as required by SurvivorsUK.
• Adhere to company policies, including safeguarding and confidentiality protocols
• bid Attend regular general and clinical supervisions
• Whilst every endeavour has been made to outline the duties and responsibilities of the post, these duties are not exhaustive. The post-holder will be required to carry out additional duties from time to time, and such duties will be commensurate with the role.

Skills

Experience with survivors

Trauma-informed approach

Strong communication

Job description

Survivors UK is seeking an Emotional Support Worker to provide compassionate helpline support to men, boys and non-binary people who have experienced rape, sexual abuse or violence. You will deliver emotional support, information and signposting via webchat, SMS, email, telephone, and WhatsApp, while upholding safeguarding and confidentiality policies.

The role requires a trauma-informed approach and careful escalation when needed.