Helpline Caseworker

Freeva Helpline: 0808 802 0028 | 24-Hour National Domestic Abuse Helpline: 0808 2000 247

Freeva Helpline: 0808 802 0028 | 24-Hour National Domestic Abuse Helpline: 0808 2000 247

Are you currently or have you previously experienced domestic violence, rape or sexual assault? If you answered yes to the above or aren’t sure, and you live in Leicestershire or Rutland, we have an abundance of specialist services and resources to support you.

We know it can be hard to accept that your behaviour may be hurting your loved ones. The Jenkins Project, run by Freeva, can support you to step away from abuse.

Following a consultation with a member of our team, you will be referred onto one of our support programmes:

To arrange a consultation, call The Jenkins Project.

Main purposes of the post

Main purposes of the post

• Cover a helpline for members of the public answering calls on a rota-system over
  
  

Monday to Friday 8am-8pm, Weekends & Bank Holidays 10am-4pm

• Provide a responsive service to anyone that has been affected by domestic and
  
  

sexual violence through assessing needs and vulnerabilities, safety planning and

providing support options through a variety of channels including the Public

Helpline, Web Chat, Email and Text.

• Ensure the service is focused on improving safety, health and well-being and
  
  

reducing risk.

• Answer all calls within a timely manner, in particular 80% of calls should be
  
  

responded to within 20 seconds

• Regularly check email inboxes and answer phone for enquiries and referrals and
  
  

respond to them appropriately.

• Ensure that the helpline is the main portal for new service users but also as a
  
  

continuous resource that is integrated and complements other service activities.

• Ensure information provided on the help-line is constantly updated and meets
  
  

current legislation and best practice.

Complete all helpline forms and risk assessments accurately and record onto the case

management system following each call.

• Voicemails – Check the answer-phone service on a regular basis and logged on the
  
  

Helpline Voicemail Messages Log

• Be competent in accurate record-keeping and collection of data for monitoring
  
  

purposes, completion of helpline monitoring reports and to provide statistical

information for evaluation purposes as required

• Encourage feedback from service users on a regular basis and to contribute to the
  
  

ongoing evaluation of the helpline services.

• Support with maintaining standards for the purposes of helpline accreditation and
  
  

providing quality services

• Co-facilitate delivery of volunteer training programmes.
• Contribute to the continuous review the helpline manual including the addition of
  
  

any useful resources to reflect updated information of services available both locally

and nationally

• Undertake efficient handover and debriefing processes after each shift; e.g. update
  
  

on referrals, and that all other relevant issues and information is passed on to

relevant staff.

• Ensure confidentiality and professional boundaries are maintained at all times.
• Comply with all policies and procedures at all times
  
  

For a detailed description of the role, as well as a person specification, please download the full job description. To apply, please email a CV and covering letter to recruitment@freeva.org.uk, or download and complete the application form below.

We’re glad you’re interested in working for Freeva, and feel this job may be a good fit! To apply, simply download and fill in the application form, and send it to the email address as detailed on the form.

We’re glad you’re interested in working for Freeva, and feel this job may be a good fit! To apply, simply download and fill in the application form, and send it to the email address as detailed on the form.

That everyone has the right to be free and safe from violence and abuse.

That relationships should be built on respect and equality.

That education ensures a better future.

That with support people have the capacity to change.

In working with integrity, honesty, trustworthiness, transparency and within accountability.

In creating sustainable change.

Charity Number: 1122344

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