Helpline Adviser - Domestic Abuse

Helpline Adviser - Domestic Abuse

Refuge is the UK’s largest provider of specialist services for victims of all forms of gender-based violence (domestic, sexual, so called ‘honour’ violence, modern slavery and human trafficking, prostitution, forced marriage, stalking and FGM). Every day we support over 6,000 women and children in our national network of services. These include Independent Domestic, Sexual and Gender-based Violence Advocacy services (IDVAs/ISVAs and IGVAs), community outreach, specialist refuge accommodation, sanctuary services, culturally-specific services and the Freephone 24 Hour National Domestic Abuse Helpline. We advise Government and lobby hard to keep violence against women and girls high on the public agenda. We run award-winning prevention and public education campaigns, manage a busy press office and website, and we are an accredited training provider. We give a voice to the voiceless.

Position: Sessional Domestic Abuse Helpline Advisers
Location: Tower Hill, London
Job type: Full Time Flexible, Zero Hours Contract, We are looking for candidates who can cover shifts on evenings, weekends and night as well as weekday shifts.
Salary: £14.07 per hour
Benefits: Competitive salary offering annual progression within points of the salary grade, 28 days annual leave increasing to 30 days, pension scheme with People’s pension that includes a 6% Employer contribution, comprehensive EAP.

Closing date - 20 October 2020
Interview date - w/c 26 October 2020

About the role:

Refuge’s Freephone 24 Hour National Domestic Abuse Helpline, is a national service for women experiencing domestic violence, their family, friends, colleagues and others calling on their behalf. The Helpline is staffed 24 hours a day by fully trained female helpline advisers and volunteers to give support, help and information.

We are recruiting Sessional Domestic Abuse Helpline Advisers to provide support and information to women experiencing domestic violence and other forms of violence against women and girls (VAWG), family and friends supporting them, and associated professionals, by providing, trauma-informed emotional support and practical help, led by the caller’s needs.

You will work across our phone, web form and live chat platforms on a 24 hour rota system, assessing each case individually to ensure the highest standards of support. You will be involved in making referrals to women’s refuges and other agencies where appropriate, and complete reporting and evaluation data for the service.

About you:

You will have an awareness of domestic violence issues, together with the ability to assess the needs of callers to the helpline. In addition you will possess excellent communication and interpersonal skills combined with a non-judgmental and confidential approach to supporting women. You will be well organised and have a demonstrable ability to use Microsoft Office. The ability to remain calm and resilient is essential, as is an up-to-date knowledge of housing, criminal, civil and welfare rights legislation relating to domestic violence.

Refuge is committed to quality, equality and diversity and welcomes applications from all sections of the community. This post however is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.

No agencies please - as a charity we work hard to keep our costs down.

You may have experience of the following: Helpline Advisor, Advocate, Charity, Charities, Third Sector, Vulnerable People, Advocacy, Customer Service, Telephone Helpline, Support Worker, Social Care, Helpline Advocate, Domestic Abuse, etc.

Ref: 94537