Trauma-Informed Information & Support Advisor

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

Job summary

AWD online is seeking an Information and Support Advisor to join a fast-paced first-contact service supporting victims and survivors of abuse. You will provide Tier 1 advice and guidance by telephone and digital channels, conducting initial assessments and guiding next steps.

Working with colleagues, police and safeguarding partners, you will help maintain timely referrals, accurate records and responsive support in a trauma-informed environment focused on safety and positive outcomes.

Qualifications

• 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

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

Safeguarding knowledge

Digital skills

Vulnerable people support

Communication

Education

Level 3 qualification

GCSE English & Maths

Tools

Microsoft Office

Databases

Virtual platforms

Job description

AWD online is seeking an Information and Support Advisor to join a fast-paced first-contact service supporting victims and survivors of abuse. You will provide Tier 1 advice and guidance by telephone and digital channels, conducting initial assessments and guiding next steps.

Working with colleagues, police and safeguarding partners, you will help maintain timely referrals, accurate records and responsive support in a trauma-informed environment focused on safety and positive outcomes.