Helpline Support

What service will I be volunteering in?

Helpline Engagement Service – confidential advice, emotional support, and practical guidance to all individuals affected by domestic abuse, sexual violence, and harmful behaviours.

What might I be doing?

• Calling people who have reached out to us and completing an initial assessment using our standard set of questions
• Using a DASH (Domestic Abuse, Stalking, and Harassment, and Honour-based violence) risk check list to understand risk and support required
• Writing up clear notes on our case management system after each call so the wider team can follow up safely and consistently.
• Uploading professional referrals into our system and getting in touch with agencies to confirm they’ve been received.
• Checking our voicemail inbox, recording the details and returning calls to offer reassurance and next steps.
• Completing safeguarding or police referrals when these are needed following an assessment, with guidance from the team
• Handing over key information to another volunteer or staff member at the end of your shift and taking time to debrief before signing off

The list of tasks is flexible; you may only be involved in a few of these depending on your preferences.