Helpline Caseworker

Main purposes of the post

• 1. Cover a helpline for members of the public answering calls on a rota-system over Monday to Friday 8am-8pm, Weekends & Bank Holidays 10am-4pm
• 2. Provide a responsive service to anyone that has been affected by domestic and sexual violence through assessing needs and vulnerabilities, safety planning and providing support options through a variety of channels including the Public Helpline, Web Chat, Email and Text.
• 3. Ensure the service is focused on improving safety, health and well-being and reducing risk.
• 4. Answer all calls within a timely manner, in particular 80% of calls should be responded to within 20 seconds.
• 5. Regularly check email inboxes and answer phone for enquiries and referrals and respond to them appropriately.
• 6. Ensure that the helpline is the main portal for new service users but also as a continuous resource that is integrated and complements other service activities.
• 7. Ensure information provided on the helpline is constantly updated and meets current legislation and best practice.
• 8. Complete all helpline forms and risk assessments accurately and record onto the case management system following each call.
• 9. Voicemails - Check the answer phone service on a regular basis and logged on the Helpline Voicemail Messages Log.
• 10. Be competent in accurate record keeping and collection of data for monitoring purposes, completion of helpline monitoring reports and to provide statistical information for evaluation purposes as required.
• 11. Encourage feedback from service users on a regular basis and to contribute to the ongoing evaluation of the helpline services.
• 12. Support with maintaining standards for the purposes of helpline accreditation and providing quality services.
• 13. Co facilitate delivery of volunteer training programmes.
• 14. Contribute to the continuous review the helpline manual including the addition of any useful resources to reflect updated information of services available both locally and nationally.
• 15. Undertake efficient handover and debriefing processes after each shift; e.g. update on referrals, and that all other relevant issues and information is passed on relevant staff.
• 16. Ensure confidentiality and professional boundaries are maintained at all times.
• 17. Comply with all policies and procedures at all times.

For a detailed description of the role, as well as a person specification, please download the full job description. To apply, please email a CV and covering letter to , or download and complete the application form below.

• 25 days holiday (plus bank holidays), increasing with service
• Company sick pay
• Company pension
• Birthday leave

Our values are based on six main principles. We believe:

That everyone has the right to be free and safe from violence and abuse.

That relationships should be built on respect and equality.

That education ensures a better future.

That with support people have the capacity to change.

In working with integrity, honesty, trustworthiness, transparency and within accountability.