Key responsibilities:
The Helpline provides a single point of contact and gateway for those who have experienced domestic abuse within Cornwall and ensures they are able to access appropriate services. The Helpline Response Team provide a support and assessment service to domestic abuse victims by conducting telephone-based risk assessments, safety plans, information and advice as well as appropriate onward referrals within the Domestic Abuse and Sexual Violence pathways. The post holder will be expected to receive referrals, input data and contact victims referred to the Helpline by professionals, the public, the police and self-referrals, and provide a pro-active service to all victims of domestic abuse.
- 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:
- A 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
Salary: £23,400 per annum rising to £23,868 per annum on successful completion of probation.
Hours: 37.5 per week 9 – 5 Monday to Friday
Holiday: 25 days rising incrementally to 30 days after five years, plus all bank holidays.
Base: Pool Innovation Centre, Pool, Cornwall
Contract: Fixed term until 30th March 2026