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- Tasks: Support victims of domestic abuse through calls, assessments, and referrals.
- Company: Join First Light, a dedicated organisation helping survivors of domestic abuse in Cornwall.
- Benefits: Enjoy 25 days holiday, wellbeing resources, and a supportive work environment.
- Why this job: Make a real difference while developing your skills in a compassionate team.
- Qualifications: Strong communication skills and IT literacy are essential; experience with sensitive information is a plus.
- Other info: Fixed-term contract until December 2025, with potential for extension.
The predicted salary is between 19400 - 19800 £ per year.
Helpline Response Team Advisor
Salary: £24,956 (pro rata actual gross salary – £19,965) per annum rising to £25,350 (pro rata actual gross salary – £20,280) per annum on successful completion of probation
Hours: 30 hours per week, Monday through to Thursday 9am – 5pm
Holiday: 25 days annual holiday entitlement increasing to 30 days after 5 years’ service per annum, pro rota plus bank holidays
Base: Pool Innovation Centre, office based role.
Contract: Fixed term until 31st March 2026 with the potential for extension subject to future Funding
Overview: The Helpline provides a single point of contact and gateway for victims and survivors who have experienced domestic abuse within Cornwall. The Helpline Response Team provides a support and assessment service to domestic abuse victims by conducting telephone-based risk assessments, safety plans, information and advice as well as appropriate onward referrals within the Domestic Abuse and Sexual Violence pathways and Safeguarding. The post holder will be expected to receive referrals, input data, keep up to date case notes and records, contact clients referred to the Helpline by professionals, the public, the police and self-referrals, and provide a proactive service to all victims of domestic abuse.
The post holder will effectively complete DASH risk assessments, address immediate safety through safety plans, and provide information, advice and onward referrals to ensure victims are supported to access services to which they are entitled. The post holder will work closely with case coordinators and the High Risk IDVA’s within First Light.
The post holder will need to be a self-starter, conscientious, meticulous, highly motivated, flexible and able to work independently.
Key responsibilities
- Take domestic abuse telephone calls from the public and online referrals from victims and professionals
- Prioritise responses to calls by carrying out brief initial risk assessments
- Sign post referrals to relevant agencies and/or make integrated referrals through the service for ongoing support
- Provide advice and guidance to callers
- Undertake necessary training for the post
- To adhere to the Data Protection Act 1998
- Manage emails and all other correspondence
- To maintain confidentiality as required within the role and to be able to work on issues of a sensitive or confidential nature in a confident and capable manner
- To ensure that all documents are referenced, filed and easily accessed on the electronic filing system in line with ISO 9001 quality management
- Attend regular line management supervision
- To undertake any additional duties as may be required to deliver the service.
Essential requirements
- A Evidence of IT and computer literacy skills
- Developing and maintaining relationships with clients/colleagues/professionals and stakeholders
- Confident communicator with excellent telephone skills
- Knowledge and use of Microsoft Office applications (Word, Outlook, Excel)
- Knowledge and understanding of the dynamics of domestic abuse and its impact
- Handling confidential and sensitive information appropriately
- Understand and demonstrate a commitment to equal opportunities and diversity in policy and practice
- Flexibility and the ability to adapt according to the needs of the service
- Able to maintain personal and professional boundaries
- Able to self-evaluate and critically reflect on own practice
Added benefits
- A comprehensive induction and training programme.
- A wellbeing day per financial year (1 April to 31 March)
- Access to external supervision to discuss personal or emotional responses to traumatic cases, to ensure emotional and psychological wellbeing.
- Health and wellbeing resources including our staff Wellbeing Group, Staff Consultation Committee 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.
- Working for an organisation committed to Equality, Diversity and Inclusion. We encourage applications from all sections of the community, and all backgrounds regardless of age, race, faith, disability, neurodiversity, genders, gender expression or sexuality. First Light are a Disability Confident Committed Employer and have an LGBTQIA+ Staff Network.
- Annual pay review and employer contribution pension scheme.
Additional Information
The successful applicant will be subject to a Disclosure & Barring check, and a social media check conducted by a third party organisation as part of our Safer Recruitment process. Any future offer of employment is contingent on the satisfactory completion of these checks, as well as the receipt of two satisfactory employment references, with one being from your current or most recent employer.
Deadline for receipt of applications: 09:00 30th September 2025
Expected date for interviews: To be agreed with suitable candidates.
If you do not hear from us within 10 working days of the deadline for receipt of applications, please assume you have been unsuccessful at this time. We reserve the right to withdraw this advert early for the right candidate, so we encourage early applications.
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 the application form on the top right of the advert on our website. 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 email recruitment@firstlight.org.uk
Note: £24,956 (pro rata) per annum rising to £25,350 (pro rata) per annum after successful probation
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Helpline Response Team Advisor employer: First Light
Contact Detail:
First Light Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Response Team Advisor
✨Tip Number 1
Familiarise yourself with the dynamics of domestic abuse and its impact. Understanding these issues will not only help you in interviews but also demonstrate your commitment to the role and the people you'll be supporting.
✨Tip Number 2
Practice your telephone communication skills. Since the role involves taking calls from victims, being able to convey empathy and clarity over the phone is crucial. Consider role-playing scenarios with a friend to build your confidence.
✨Tip Number 3
Network with professionals in the domestic abuse sector. Attend local events or online webinars to connect with others in the field. This can provide valuable insights and may even lead to recommendations for your application.
✨Tip Number 4
Be prepared to discuss your approach to confidentiality and data protection. Given the sensitive nature of the role, demonstrating your understanding of these principles during the interview will show that you're ready to handle the responsibilities effectively.
We think you need these skills to ace Helpline Response Team Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Helpline Response Team Advisor position. Make notes on how your skills and experiences align with the key responsibilities outlined.
Tailor Your Application: When filling out the application form, ensure you highlight your relevant experience in handling sensitive information, conducting assessments, and providing support. Use specific examples that demonstrate your ability to work independently and manage confidential cases.
Showcase Communication Skills: As excellent communication is crucial for this role, emphasise your telephone skills and ability to build relationships with clients and professionals. Provide examples of past experiences where you successfully communicated complex information or provided guidance.
Commitment to Diversity and Inclusion: Reflect on your understanding of equal opportunities and diversity in your application. Mention any relevant experiences that demonstrate your commitment to these values, as the organisation encourages applications from all backgrounds.
How to prepare for a job interview at First Light
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Helpline Response Team Advisor. Familiarise yourself with the dynamics of domestic abuse and the support services available, as this will help you answer questions confidently.
✨Demonstrate Communication Skills
As a helpline advisor, excellent communication skills are crucial. Practice articulating your thoughts clearly and concisely. You might be asked to role-play a call scenario, so be prepared to demonstrate your ability to handle sensitive conversations with empathy and professionalism.
✨Showcase IT Proficiency
Since the role requires managing data and using Microsoft Office applications, be ready to discuss your IT skills. You could be asked about your experience with specific software or how you manage electronic filing systems, so have examples ready.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you would handle real-life situations. Think of examples from your past experiences where you successfully managed challenging situations, especially those involving sensitive information or crisis management.