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Responsible To: Helpline Coordinator
Location: Hybrid role with various shifts within each operating window
Hours: · Office-based (Belfast Office): 08:00 – 20:00 (Monday – Friday) · Home-based (remote): 20:00 – 08:00 (Monday – Friday) · Home-based (remote): 24/7 (Saturday and Sunday)
Salary: £33,510.32
Job Details:
Role Purpose
The Helpline Shift Lead provides operational leadership during allocated shifts, ensuring the safe, effective, and high-quality delivery of the helpline service. Acting as the on-shift lead, they supervise and support helpline operators, make real-time operational and safeguarding decisions, manage staffing and system issues, and maintain service continuity.
Key Responsibilities
- Operational Leadership
- Lead the helpline during allocated shifts.
- Provide immediate guidance and support to operators.
- Manage complex or high-risk contacts.
- Ensure safe and effective service delivery.
- Safeguarding and Risk Management
- Act as the on-shift safeguarding lead, responding to safeguarding concerns and urgent escalations.
- Manage safeguarding concerns requiring immediate action, including those that cannot wait within the 72-hour response timeframe.
- Assess risk, make sound professional judgements, and take appropriate action to safeguard service users.
- Provide consultation and decision-making support for operators managing callers experiencing acute distress or crisis.
- Ensure all safeguarding concerns are accurately recorded and escalated to the Helpline Coordinator or senior management as required.
- Line Management and Day-to-Day People Management
- Provide day-to-day operational supervision of helpline operators during shifts.
- Conduct regular one-to-one supervision and facilitate reflective practice and post-incident debriefs.
- Monitor staff wellbeing, recognising signs of distress, fatigue, burnout, or vicarious trauma, and respond appropriately.
- Address immediate performance or conduct concerns sensitively, escalating to the Helpline Coordinator where required.
- Rota, Cover, and Staffing Management
- Manage short-notice staffing challenges, including sickness and emergency absences, and arrange or provide cover as required.
- Proactively source and confirm emergency cover where required to maintain service continuity.
- Implement rota adjustments linked to holiday approvals and sickness, in line with agreed processes.
- Communicate rota changes clearly and promptly to relevant staff.
- Systems and Quality Oversight
- Act as the first point of contact for system or technical issues during shifts.
- Troubleshoot minor system problems where possible and escalate unresolved issues in line with procedures.
- Ensure accurate use of helpline systems, records, and data entry by helpline operators.
- Communication and Reporting
- Ensure all calls are managed in line with organisational policies, procedures, and values.
- Promote best practice, ethical standards, and trauma-informed practice at all times.
- Monitor service delivery during shifts and raise any concerns or improvement suggestions with the Helpline Coordinator.
- Maintain clear, accurate, and timely shift records, including incident logs, safeguarding notes, and operational updates.
- Provide feedback to the Helpline Coordinator on emerging trends, recurring issues, staffing pressures, or training needs.
- Participate in team meetings, reflective practice sessions, and service reviews as required.
- Continuous Improvement and Team Development
- Contribute to the ongoing development of the helpline service through feedback, ideas, and shared learning.
- Support new staff or volunteers during shifts, including informal mentoring and role modelling good practice.
- Engage in training and development opportunities relevant to the role.
Successful candidates working the 8:00am to 8:00pm shift, which is based in the Belfast office, will be required to act as key holders and may, at times, be required to undertake lone working duties.
