Location: Remote Working

Salary: £12.99 per hour (unsocialable hours uplift applicable between 9pm – 7am at 0.45p pr hour) 

Hours: Variable Hours (Must be available Monday to Sunday – shifts vary over a 24H period)

Responsible to: Helpline Co-ordinator

Contract: March 2026 (in line with tender requirements)

Closing Date: Monday 24th March 2025 (12 noon)

Job Description

We are seeking a compassionate Helpline Operator (DSA) to provide professional support across all helpline channels. You will ensure safeguarding protocols are followed, conduct assessments to identify needs and risks, and facilitate appropriate referrals. Maintaining accurate service records and ensuring timely follow-ups, including callbacks, is essential.

You will enhance helpline resources, engage in outreach through promotional materials and awareness campaigns, and participate in professional development. Additionally, you will implement feedback programs to support service user accountability while adhering to all Nexus policies and procedures. This role offers a meaningful opportunity to make a direct impact on those in need.

Person Specification

The postholder will demonstrate a proven track record of the essential skills, abilities, knowledge and/or qualifications required to be able to carry out the duties of this post.

Essential Criteria

• Awareness of the issues when dealing with at risk clients and issues surrounding those affected by domestic & sexual abuse

• Ability to work unsupervised and make decisions while maintaining safe working practices.
•  Demonstrable administration and IT skills
• Demonstrable knowledge of maintaining confidentiality while interacting with high-risk callers.
• Experience of working (either paid or voluntary) in a supportive role with adults
• Excellent verbal and written communication to both callers in crisis and professionals

Desirable Criteria

• Demonstratable experience working with victims of Sexual and/or Domestic Abuse

• Demonstratable Experience of risk assessment and management

• Counselling, Support Worker or similar qualification/training

• Demonstratable experience in communicating with callers who have difficulty communicating in English and who may have a different cultural understanding of the issues surrounding domestic & sexual abuse.

• Knowledge and understanding of the voluntary sector and services available to survivors of domestic and sexual abuse.

The role description is a guide and should not be viewed as an inflexible specification. It may be varied from time to time in light of strategic developments following discussion with the individual.

For more detail about this role please download the Job Description below:

How to apply:

Please forward a CV, maximum three A4 sides, ensuring you have included mobile and home telephone numbers, as well as any dates when you will not be available for interview if you were to progress to the next stage of shortlisting. You must also complete the CV Application Requirements Form below and return this with your CV to recruitment@nexusni.org. Please ensure that you also complete the Equal Opportunities Monitoring Form below by the closing date.

The closing date for your application is 12 noon on Monday 24th March 2025. Applications should be made by email to: recruitment@nexusni.org

Nexus is an Equal Opportunities Employer and all applications for employment are considered strictly based on merit.

Equality Monitoring 

Along with the application form, please complete the Equal Opportunities Monitoring form linked above. This will not be disclosed to anyone involved in shortlisting your application.

Disability

In accordance with the Disability Discrimination Act a person is disabled if they have, or have had, “a physical or mental impairment which has, or has had, a substantial and long-term adverse effect on your ability to carry out normal day to day activities”.

If you consider yourself to have a disability relevant to the position for which you are applying, please contact recruitment@nexusni.org so that we can process your application fairly, make any specific arrangements for your interview, and make any necessary reasonable adjustments or adaptations, or provide any aids to assist you in completing the duties of the post if appointed.