Call Handler / Domestic Abuse Helpline Advisor

About the role

The position provides telephone and casework support to women and families affected by domestic abuse. You will assess needs, signpost to services and help secure safe accommodation.

Key responsibilities

• Answer helpline calls with empathy, assessing risk and immediate needs.
• Process referrals for refuge, outreach and group support services.
• Allocate safe accommodation for women and children and monitor placements.
• Advise and empower service users to make informed decisions about support options.
• Maintain accurate case records in secure databases and raise safeguarding concerns promptly.
• Collaborate with colleagues, volunteers and partner agencies, and contribute to service development.

Required profile

• Level 3 qualification or higher in social care, community work or equivalent experience.
• Experience supporting vulnerable individuals in crisis situations.
• Strong communication and interpersonal skills with ability to listen and respond appropriately.
• Ability to manage priorities, keep accurate case records and work in multi‑agency environments.
• Commitment to safeguarding children and adults and to equality, diversity and anti‑discriminatory practice.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.
• Competence using email and database applications.

What we offer

• £26,600 per annum plus benefits.
• 25 days annual leave plus bank holidays and flexible working arrangements.
• Health coverage (dental, optical, physiotherapy), free GP advice line and virtual doctor services.
• Free counselling support, clinical supervision and wellbeing hour each month.
• Discounts on food, cinema, gym, tech and travel, plus birth and adoption grant.