Cornwall Helpline Response Team Advisor

Salary: £23,400 per annum rising to £23,868 per annum on successful completion of probation Monday to Friday 09:00 – 17:00

Hours: 37.5 hours per week

Holiday: 25 days annual holiday entitlement increasing to 30 days after 5 years’ service per annum plus bank holidays

Contract: Fixed Term until 30th June 2025

Key responsibilities:

• Take domestic abuse telephone referrals from victims and professionals
• Prioritise responses to calls by carrying out brief initial risk assessments
• Sign post referrals to relevant agencies
• Provide advice and guidance to callers
• Undertake necessary training for the post
• To adhere to the Data Protection Act 1998
• Manage emails and all other correspondence
• To maintain confidentiality as required within the role and to be able to work on issues of a sensitive or confidential nature in a confident and capable manner
• To ensure that all documents are referenced, filed and easily accessed on the electronic filing system in line with ISO 9001 quality management
• Attend regular line management supervision
• To undertake any additional duties as may be required to deliver the service.

Essential requirements:

• Evidence of IT and computer literacy skills
• Developing and maintaining relationships with clients/colleagues/professionals and stakeholders
• Knowledge and use of Microsoft Office applications (Word, Outlook, Excel)
• Confident communicator with excellent telephone skills
• Knowledge and understanding of the dynamics of domestic abuse and its impact
• Handling confidential and sensitive information appropriately
• Understand and demonstrate a commitment to equal opportunities and diversity in policy and practice
• Flexibility and the ability to adapt according to the needs of the service
• Able to maintain personal and professional boundaries
• Able to self-evaluate and critically reflect on own practice