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 hr@firstlight.org.uk . 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.