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Responsible To: Helpline Co- Ordinator
Location: Hybrid role with various shifts within each operating window:
Hours: Shift-based working including days, evenings, nights, weekends and bank holidays, in line with service rota requirements.
Salary: £14.00* per hour *45p per hour shift premium paid for unsocial hours: 7pm to 7am weekdays. All hours Saturday & Sunday
Job Details:
At Nexus we host the Domestic & Sexual Abuse (DSA) Helpline on behalf of the Departments of Communities, Health & Justice.
Our Helpline Operators play a crucial role within the Organisation as they deliver the 24 hour Confidential Domestic & Sexual Abuse Helpline ensuring the efficient and effective operation of the service. We deliver and facilitate the best possible service to our clients through the consistent and professional implementation of Nexus policies and procedures.
The primary responsibility of this role is to receive and handle calls during across the operating hours, offering empathetic assistance, guidance, and signposting to appropriate support agencies.
The successful candidate will be committed to maintaining confidentiality, handling calls sensitively, and adhering to data protection and safeguarding requirements at all times.
You will report to our Shift Co- Ordinator who will support you in every aspect of the role.
This position offers an opportunity to make a meaningful difference in the lives of individuals impacted by domestic & sexual abuse, providing essential support and resources. If you are passionate about helping others and possess the necessary skills and experience, we encourage you to apply for this rewarding role.
Key Responsibilities
- Receive and manage incoming calls from individuals affected by domestic abuse during overnight hours.
- Provide empathetic and non-judgmental support to callers, actively listening to their concerns and offering appropriate guidance and resources.
- Effectively signpost callers to relevant support agencies, including local shelters, counselling services, legal assistance, and other community resources.
- Complete accurate records of each call, ensuring all necessary information is documented in accordance with data protection regulations and Nexus policies and procedures.
- Maintain confidentiality and handle sensitive information with discretion, adhering to safeguarding requirements and Nexus policies and procedures.
- Collaborate with other helpline operators and support staff to ensure seamless service delivery and coordination of resources.
- Participate in ongoing training and professional development activities to enhance knowledge and skills related to domestic abuse support.
- Remain up to date on current legislation, policies, and best practices related to domestic abuse and crisis intervention.
- Contribute to the continuous improvement of helpline services by providing feedback, suggestions, and participating in team meetings or debriefings.
- Follow established protocols for escalating high-risk or emergency situations to appropriate authorities or emergency services as needed.
