Trauma-Informed First-Contact 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

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 reqd

5% employer pension contribution

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

Empathy

Organisation

Communication

IT skills

Safeguarding knowledge

Microsoft Office

Stakeholder liaison

Education

Level 3 qualification or equivalent

GCSE English & Maths

Tools

Databases

Virtual platforms

Job description

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.