Helpline Response Team Advisor (Afternoons and Evenings)

Salary : £19,884 per annum rising to £20,657 per annum on successful completion of probation. Hours after 5pm Monday to Friday and Saturdays will be paid at a rate of time plus half (anti social hours payment)

Hours : 37.5 hours per week – 2 Week rolling rota to include 1-9pm week days with alternate Saturdays 9-5 pm

Holiday : 25 days annual holiday entitlement increasing incrementally to 30 days after 5 years’ service per annum plus bank holidays (pro rata)

Base : Pool Innovation Centre

Contract : fixed term until June 2023 with the potential for extension subject to future funding

application form – part one
application form – part two
Optional Equal opportunities form
Role profile

The Helpline provides a single point of contact and gateway for those who have experienced Domestic Abuse within Cornwall. The post holder will provide support to increase a persons sense of empowerment enabling them to increase their safety, look at options for recovery and to make decisions about their future.

Key responsibilities:

  • To take telephone calls and provide support to victims, their families and professionals.
  • To complete initial risk assessment and prioritise responses.
  • Signpost to internal/external agencies were relevant.
  • Provide advice and guidance.
  • Promote effective safety planning.
  • Promote multi agency response and advocate on behalf of those experiencing Domestic Abuse and Sexual Violence.
  • Undertake training necessary for the post
  • To adhere to the Data Protection Act 1998
  • Manage emails and other correspondence
  • To maintain confidentiality.
  • To work on issues of a sensitive nature in a confident and capable manner.
  • Ensure that all documents are filed correctly on the electronic filing system.

Essential requirements:

  • Evidence of IT and computer literacy skills.
  • Experience of handling confidential and sensitive information
  • Confident communicator with excellent telephone skills
  • Flexibility and the ability to adapt to the needs of the service.
  • Understand the principles of risk assessment and safety planning.
  • Knowledge of child and Adult safeguarding procedures.
  • Understanding of the Equality, diversity and Human rights agenda.

A comprehensive induction and training programme will be provided, and all staff have access to external supervision. This is a safe space in which employees can discuss the personal or emotional responses to any traumatic or difficult cases, to ensure their emotional and psychological wellbeing.

Added benefits:

  • A comprehensive induction and training programme, with a hybrid working policy for a better work/life balance.
  • Access to external supervision to discuss personal or emotional responses to traumatic or difficult cases, to ensure emotional and psychological wellbeing.
  • Health and wellbeing resources including our staff Wellbeing Group and active participation in our employee engagement platform.
  • Access to an Employee Assistance Programme which includes a 24/7 telephone helpline offering medical, emotional and financial support.
  • Employer contribution pension scheme.

Additional Information: The successful applicant will be subject to an Enhanced Disclosure & Barring check and police vetting. Please note that due to our policies regarding COVID-19, staff may sometimes be required to work from home.

Deadline for receipt of applications: 09:00 Monday 11th July 2022

Expected date for interviews: 18th July 2022

If you do not hear from us by 15th July 2022, please assume you have been unsuccessful at this time.

To apply: Due to Safeguarding requirements we are unable to accept CVs as part of your application, or employ any candidate who has been a client of First Light within the last two years. Please complete both sections of our application form that can be found at the top of this page and email to . Ensure that you outline your relevant experience and evidence suitability for the role against the role profile, which is a combined job description and person specification. Alternatively, you can ring 03458 121212 to request an application pack.