Helpline Advisor

Job Title: Domestic Abuse Helpline Adviser

Hours: 11 per week (set times)

Days: Thursday & Friday 10am - 4pm

Salary: £18,795 - £21,166 pro rata £4,833 - £5,443 per annum Equivalent to Scale 3-4, SCP 5-11, on the NJC payscale

Location: Manchester

Contract Type: Permanent

Applications are open to women only as this is a necessary ‘occupational requirement’ as set out in the Equality Act 2010.

Independent Choices Greater Manchester are a Greater Manchester-based professional organisation with over 40 years experience supporting, advising and working with victims of domestic abuse & violence in Greater Manchester.

As an organisation, our key charity’s objectives are:

● To provide support for victims and survivors of domestic violence and abuse for people aged 16 or over and their families, throughout the United Kingdom

● To advance public and professional education and understanding of the issues of domestic abuse/ violence throughout the United Kingdom.

Our organisation consists of 4 key areas:

● The Greater Manchester Domestic Abuse Helpline, including The Community Helpline Service with services available in Urdu & Punjabi

● Training for professionals, the public, victims & survivors of domestic abuse & violence

● Community Engagement across Greater Manchester

● Our volunteer service – we recruit and train volunteers to work alongside and support our services

Independent Choices Greater Manchester (ICGM) also manage and run the End the Fear website.  This is a Greater Manchester focussed website whose primary focus is to provide key information and support for victims and survivors of domestic violence and abuse, as well as for their family, friends, professionals and perpetrators.

Responsibilities

Domestic Abuse Helpline Advisers provide support and information to victims and survivors, experiencing domestic violence and abuse in any form, family and friends supporting them, and professionals, by providing, trauma-informed emotional support and practical help, led by the caller’s needs. Some of your responsibilities include:

● You will participate in answering helpline calls, assessing each call individually to ensure the highest standards of support.

● Actively listen to and assess each caller’s needs, to ensure the advice and assistance provided is appropriate, accurate, up-to-date and legally compliant.

● Provide safety planning advice and advice about legal options and support, referring or signposting to other sources of advice and practical assistance as needed.

● Check available spaces each day and make direct referrals to refuges and other accommodation where appropriate, to increase safety and help minimise the risk of homelessness.

● Provide advice and support to professionals and liaise with other agencies on behalf of victims and survivors to ensure they receive the support and resources they need, where necessary.

● Monitor and provide support to volunteers to ensure that the advice and assistance given to callers, clients and others is sensitive, consistent and appropriate, and in line with Independent Choices’ policies and procedures.

● Capture and input required data accurately onto the database(s).

● Keep up-to-date with relevant legislative and policy changes to ensure the advice, information and support you provide is accurate and legally compliant.

● Contribute to the wider development of the organisation, contribute to staff meetings, and work harmoniously with colleagues and external partners, supporting others in their work.

Essential Skills or Experience

● You will have an awareness of domestic violence/ abuse issues, together with the ability to assess the needs of callers to the helpline.

● Have excellent communication and interpersonal skills combined with a non-judgmental and confidential approach.

● Be organised and have the ability to use basic ICT.

● Have the ability to remain calm and resilient.

● Be able to build collaborative and supportive relationships.

● Be flexible and adaptable, and a strong commitment to supporting those affected by domestic abuse

Full training is given for this role

Benefits

25 days annual leave increasing to 30 days;

pension scheme that includes a 7% employer contribution (if applicable);

as well as a comprehensive Employee Assistance Programme

Other information

Closing Date: 4:00 pm, 4th May 2023

Interview Date: 9th April

Applications are open to women only as this is a necessary ‘occupational requirement’ as set out in the Equality Act 2010.

Independent Choices is an equal opportunities employer and welcomes applications from women from all sections of the community. This post is exempt from the Rehabilitation of Offenders Act 1974 and subject to a disclosure and barring security (DBS) check.

Job Type: Part-time
Part-time hours: 11 per week

Salary: £18,795.00-£21,166.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking
• Sick pay

Schedule:

• Day shift

Work Location: In person

Application deadline: 04/05/2023