Role: Domestic Abuse Helpline Advisor (DAHA)
Based: Remote
Rate: £14 PAYE / £18 umb
Start Date: ASAP
Duration: Temporary until the end of June 2026
Hours: Full-time 37.5hrs to cover 8 am to 8 pm weekdays, 8 am to 1 pm weekends and bank holidays. You will work on a shift rota-based system.
Our client, a national Domestic Abuse charity, is looking for several Helpline Advisors to join their team to provide an advice, assessment and referral service to survivors of domestic abuse and to perpetrators seeking support for their behaviour, so adults and children affected by domestic abuse can access the right support services for them.
Synopsis of duties:
Provide a high-quality frontline service to all survivors of domestic abuse. To undertake comprehensive assessments of the risk to, and vulnerability of, those experiencing domestic abuse, ensuring that they are referred to appropriate services.
Provide a high-quality, non-judgemental, frontline service to perpetrators of domestic abuse seeking support for their behaviour. To undertake comprehensive assessments, ensuring they are referred to appropriate services.
Liaise with partner agencies, including referrals to MARAC (Multi-Agency Risk Assessment Conference), Children’s Social Care and Adult Community Services.
Understand the role of all relevant statutory and non-statutory services available to domestic abuse victims and how to access them.
Provide advocacy, emotional and practical support and information to victims in relation to legal options, housing, health and finance.
Handle sensitive calls, deal with crisis intervention situations and consult with Police and emergency services where appropriate.
Be aware of the boundaries of the service and remit for cases and directing service users to and/or locate appropriate resources in response to the needs of callers, including signposting to alternative sources of support if necessary.
Work and liaise effectively with EViE partners, other domestic abuse providers, perpetrator pathways providers, statutory and non-statutory agencies.
Support the empowerment of the client and assist them in recognising the features and dynamics of domestic abuse present in their situation, and help them regain control of their lives.
Represent Safe Steps in working with external organisations or co-locating as requested.
Maintain timely, accurate and confidential case management records using the OASIS Case Management System and contribute to monitoring information for the service.
Participate in regular case management reviews with your Line Manager based on a review of risk and abuse, which feeds back into action planning to further progress, signpost, or close cases.
To ensure that all safeguarding measures are delivered in respect of the service-users and their children, and that at all times you adhere strictly to policies and procedures in respect of safeguarding adults at risk and children.
Contribute to data and written reports with effective case data input and through the provision of case studies to illustrate the impact of the service for domestic abuse victims.
Support colleagues and partner agencies through awareness raising, providing training and institutional advocacy.
Respect and value the diversity of the community in which the service works and recognise the needs and concerns of a diverse range of service users, ensuring the service is accessible to all.
Remain up to date and compliant with all organisational procedures, policies, and professional codes of conduct and uphold standards of best practice.
Support the attainment and maintenance of quality standards.
Participate in the out-of-hours on-call rota to deliver telephone and call-out support in the case of emergencies.
Participate as required in the delivery of contingency plans outside of the normal shift pattern and service department.
Willingness to work outside normal working hours, including evenings and weekends, and to participate in promotional, fundraising and income-generating events, activities and any other duties as may be reasonably required by the organisation.Essential Requirements:
In-depth knowledge and understanding of the issues facing women who have experienced domestic violence and abuse and/or sexual violence.
An understanding of the impact of multiple, intersecting oppressions (e.g., sexism, racism, homophobia, ableism, etc) and the consequent barriers for some survivors of domestic abuse to accessing services.
Knowledge and understanding of trauma and trauma symptoms.
At least two years’ experience working within the domestic abuse sector (desirable).
Experience in conducting needs and risk assessments.
Experience in providing needs-led support to clients with a variety of support needs.
Experience in building and maintaining partnerships with other agencies.
DBS dated within the last 6 months or on the update serviceSupporting Futures Consulting acts as both an employer and an agency
