Helpline Caseworker

Main purposes of the post

Main purposes of the post
1. Cover a helpline for members of the public answering calls on a rota-system over
Monday to Friday 8am-8pm, Weekends & Bank Holidays 10am-4pm
2. Provide a responsive service to anyone that has been affected by domestic and
sexual violence through assessing needs and vulnerabilities, safety planning and
providing support options through a variety of channels including the Public
Helpline, Web Chat, Email and Text.
3. Ensure the service is focused on improving safety, health and well-being and
reducing risk.
4. Answer all calls within a timely manner, in particular 80% of calls should be
responded to within 20 seconds
5. Regularly check email inboxes and answer phone for enquiries and referrals and
respond to them appropriately.
6. Ensure that the helpline is the main portal for new service users but also as a
continuous resource that is integrated and complements other service activities.
7. Ensure information provided on the help-line is constantly updated and meets
current legislation and best practice.
Complete all helpline forms and risk assessments accurately and record onto the case
management system following each call.
9. Voicemails – Check the answer-phone service on a regular basis and logged on the
Helpline Voicemail Messages Log
10. Be competent in accurate record-keeping and collection of data for monitoring
purposes, completion of helpline monitoring reports and to provide statistical
information for evaluation purposes as required
11. Encourage feedback from service users on a regular basis and to contribute to the
ongoing evaluation of the helpline services.
12. Support with maintaining standards for the purposes of helpline accreditation and
providing quality services
13. Co-facilitate delivery of volunteer training programmes.
14. Contribute to the continuous review the helpline manual including the addition of
any useful resources to reflect updated information of services available both locally
and nationally
15. Undertake efficient handover and debriefing processes after each shift; e.g. update
on referrals, and that all other relevant issues and information is passed on to
relevant staff.
16. Ensure confidentiality and professional boundaries are maintained at all times.
17. Comply with all policies and procedures at all times

For a detailed description of the role, as well as a person specification, please download the full job description. To apply, please email a CV and covering letter to [email protected], or download and complete the application form below.