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Helpline Advisor – Domestic Abuse Services
Job Posted: 2 hours ago
Salary: £ 24,570 - 24,570 / Annum
Job Type: Permanent
Location: WV1, Wolverhampton, West Midlands (County)
Expire in: a month
Job Description
Job Title
Triage and Advice Practitioner.
Business Area
Domestic Abuse Services
Primary Role Purpose
The Triage and Advice Practitioner is a frontline operational role, acting as the first point of contact for women experiencing domestic abuse, sexual violence, and homelessness. The postholder will deliver trauma-informed, empowerment-based support in line with the Violence Against Women and Girls (VAWG) framework.
The role requires expertise in risk assessment and safety planning using the SafeLives DASH tool, and confident management of safeguarding, including high-risk cases and MARAC referrals.
Advisors will work collaboratively with colleagues and partner agencies to provide holistic support, address intersecting needs (e.g. immigration status, NRPF, disability, mental health, substance use, housing, and child safeguarding), and ensure survivors can access safe, effective pathways.
While the role is primarily focussed on direct service delivery, Advisors also contribute to service development by sharing insights from frontline practice, strengthening referral pathways, and embedding best practice. Advisors receive regular 1-1 support from their line manage, and group clinical supervision to support resilience, reflective practice, and wellbeing.
Organisational Accountability
* As a member of the organisation, the postholder will be jointly responsible with their wider peers in ensuring The Haven Wolverhampton fulfils its objectives and operates effectively and ethically.
* The postholder will prioritise the experience and welfare of service users and will fully understand relevant safeguarding policy and procedure in order to best support and protect them from harm.
* The postholder will report directly to an appropriate operational manager or coordinator within their business area and will be accountable to them, to their peers and to the organisation’s Senior Leadership Team.
* The postholder will be prepared to support and cover their operational manager or coordinator as required.
* The postholder will be responsible for delivering the operational objectives of their business area under the direction of the line manager.
* The postholder will fully understand their responsibilities within the organisation’s governance structure and will prioritise compliance.
* The postholder will proactively contribute towards an environment which is efficient, productive and supportive.
* The postholder will proactively report compliance and delivery concerns identified within the organisation and contribute towards an environment of accountability and continued improvement.
Principle Accountability
* First point of contact: Provide empathetic, non-judgemental support to survivors via phone, email, WhatsApp, and live chat, ensuring confidentiality and compliance with data protection.
* Risk assessment & safety planning: Undertake comprehensive risk assessments using the SafeLives DASH tool; create robust safety plans that prioritise survivor and child safety.
* Safeguarding: Respond swiftly to safeguarding concerns; escalate to MASH, Adult Social Care, MARAC, or other statutory agencies as appropriate.
* Crisis response: Support survivors in crisis with calm, trauma-informed practice, maintaining professional boundaries while addressing immediate risks.
* Holistic support: Tailor support packages that meet complex needs, including safe accommodation, financial advice, health and wellbeing support, immigration/housing pathways, and access to specialist services.
* Collaboration: Work closely with internal colleagues and external agencies to ensure survivors receive joined-up and wrap-around support.
* Intersectional practice: Recognise and respond to the differing impacts of domestic abuse and homelessness on women from Black and minoritised communities, disabled women, LGBTQ+ women, and women with insecure immigration status.
* Service development (frontline contribution): Provide feedback from frontline work to inform helpline improvements, referral pathways, and good practice; engage in service reviews where appropriate.
* Record keeping: Maintain accurate case records and data entries on case-management systems, ensuring compliance with organisational policies and quality standards.
* Supervision & wellbeing: Participate in regular 1-1 meetings and group clinical supervision, reflective practice sessions, and training to sustain resilience and effectiveness in this demanding role.
Additional Accountability
The postholder may be expected to undertake wider duties outside of the scope of this job description on an ad-hoc basis which are appropriate to the level of the role and experience of the individual.
Shift Work and Flexibility
The postholder may be expected to work shifts, unsociable hours and may be expected to do so on a rota basis. This will be agreed on an individual basis depending upon the requirements of the role, business need and any reasonable adjustments required, and will be captured within the postholder’s contractBefore You Apply
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