Helpline Practitioner

Job Description:

Red Snapper Recruitment are seeking Helpline Support Workers to join our committed and empathetic client delivering vital frontline support to victims and survivors of Domestic Violence and Abuse (DVA), including Forced Marriage (FM) and Honour-Based Abuse (HBA), via Coventry's Safe to Talk Helpline.

Please note the succesful candidate must be fluent in languages such as Urdu, Punjabi, Bengali, Hindi, Farsi, Pashto or Somali.

• £25,545 (pro rata)
• 18.5 hours per week (part time) across 4 days;
• Monday 08.30am-5.30pm
• Wednesday 12-5pm
• Saturday and Sunday 9am-1pm (Remote)
• Permanent

About the Role

As a Helpline Support Worker, you will be the first point of contact for individuals-women and men aged 16+-experiencing or at risk of all forms of abuse. You will provide a calm, sensitive and non-judgmental listening ear, helping callers explore their options and make empowered decisions. You'll also assist professionals with advice and referrals, advocate on behalf of service users, and ensure timely and accurate recording of all contacts.

• Answer helpline calls on a rota, offering high-quality emotional and practical support.

• Assess risk and needs to signpost and refer callers to appropriate services including housing, safeguarding and legal advice.

• Provide trauma-informed advocacy and support in line with safeguarding protocols.

• Work collaboratively with statutory and voluntary agencies to improve outcomes for service users.

• Maintain accurate case records and contribute to data monitoring and evaluation.

• Uphold values of equity, anti-racism, and cultural sensitivity in all aspects of the work.

• Minimum 2 years' experience supporting victims of DVA, FM, HBA, or related abuse.

• Strong understanding of safeguarding processes and risk management.

• Excellent interpersonal and telephone communication skills.

• Ability to maintain professional boundaries and work calmly under pressure.

• Knowledge of support systems around housing, benefits, and legal protections for survivors.

• IT proficiency and ability to accurately record case notes and referrals.

• Ability to speak additional languages such as Urdu, Punjabi, Bengali, Hindi, Farsi, Pashto or Somali.

• Experience supervising volunteers or students.

• Qualifications in counselling or helpline work.

• Empathic, non-judgmental and resilient.

• Committed to anti-discriminatory and anti-racist practice.

• Flexible and willing to work as part of a rota, including evenings/weekends.

• Commitment to the empowerment and safety of marginalised communities.

• Enhanced DBS clearance (required prior to appointment).

• Driving licence and access to a vehicle is desirable.

Due to the high volume of applications received, if you do not hear from us within 7 working days, I am afraid your application has been unsuccessful.
RSR is a public safety, housing & enterprise security recruitment specialist. We assist public safety & housing employers find the right talent. We assist all employers when they want to source public safety, housing and enterprise security skills and experience.
Red Snapper Recruitment is a member of the Red Snapper Group.