Referral Line Worker (London)

We are Hestia. We make a difference.

At Hestia, we are guided by our core values and are dedicated to fostering an equitable, diverse, and inclusive organisation. Our mission is to empower individuals to rebuild their lives and achieve independence. Right now, we are looking for a Referral Line Worker to play a pivotal role in our Domestic Abuse service in London.

Sounds great, what will I be doing?

The role entails providing a compassionate and knowledgeable first point of contact for women and professionals seeking refuge support. This includes handling initial enquiries with empathy and empowerment, ensuring women are given clear and accurate information about the refuge service so they can make informed decisions. The post-holder must gather relevant details to support the service manager\'s decision on whether a referral is accepted, and when necessary, offer basic risk assessments, safety planning, and signposting for women who are either not accepted or choose not to proceed.

In addition to direct support duties, the role involves strong administrative coordination and inter-agency collaboration. Maintaining an up-to-date record of available refuge vacancies through daily void sheets and the RTS system is essential. The post-holder will also manage a central contact list of stakeholders for vacancy announcements and support internal refuge transfers as needed. When no space is available, assisting women in finding alternative refuge options remains a priority.

Collaboration and communication are key aspects of the role, involving effective teamwork with Refuge Workers, Service Managers, and Volunteers. The post-holder will coordinate volunteer rotas, support their induction and training, and assist in supervision. They will also attend relevant meetings and training sessions, ensure adherence to Hestia\'s policies and procedures, and provide service coverage during managerial absences. Other responsibilities include managing petty cash, maintaining efficient administrative systems via Hestia\'s case management database, and ensuring inclusivity and responsiveness to the diverse needs of all service users.

What do I need to bring with me?

You\'ll need to be able to demonstrate the core skills this role requires as well as match our values and mission. You don\'t have to tick all the boxes right away; the important thing is that you\'re willing to learn. We also value lived experience of the areas we support, so if you feel comfortable, please do mention this on your application.

Here\'s what the team will be looking for

This role requires a comprehensive and nuanced understanding of the impact that domestic abuse and other forms of gender-based violence have on survivors and their children. The successful candidate will have direct experience in providing both emotional and practical support to survivors, ensuring their needs are met with sensitivity and competence. A working knowledge of the legal, housing, and welfare systems is essential, enabling the post-holder to advise and advocate effectively on issues such as housing law, benefits, and legal remedies available to survivors. Additionally, a solid understanding of safeguarding principles is critical, along with the ability to identify and appropriately respond to potential risks in line with safeguarding protocols.

The role also demands strong multi-agency working experience, requiring the ability to build and maintain collaborative partnerships with professionals across various services. The post-holder must be confident in managing sensitive and complex cases within these settings, demonstrating excellent time management, multitasking, and delegation skills. Experience in using computer-based systems for accurate and timely recording of case notes and client information is vital. High-level communication skills—both written and verbal—are necessary to convey complex information clearly, maintain accurate documentation, and effectively engage with clients and partner agencies.

Furthermore, the ability to perform under pressure, manage competing priorities, and maintain a calm and professional approach is essential. The role calls for someone who can navigate emotionally challenging situations while maintaining professional boundaries and delivering client-centred care. In line with Schedule 9 (1a) of the Equality Act 2010, this post is restricted to female applicants only due to the nature of the work and the support required by the women accessing the service.

Interview Steps

We keep our interview process simple, so you know exactly what to expect.

• Shortlisting call: We have a team of dedicated recruitment specialists who will speak to you about your experience, motivations and values. They will also tell you about all the great work we do!
• Face to face interview: Now you will have face to face interview with the hiring manager. Our interviews are value and competency based.

Don\'t be alarmed if there are other stages in the process, it\'s all part of the plan for some of our roles.

Our commitment to Equality, Diversity, and Inclusion

Our services users come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes us stronger. We are committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to our organisation.

We are a disability confident employer

Hestia is proud to be a disability confident employer, dedicated to the employment and career development of individuals with disabilities. We offer a guaranteed interview scheme for all applicants with disabilities who meet the minimum criteria for the role they have applied for. We also provide reasonable adjustments during the selection and interview process, and throughout your employment with us.

Safeguarding Statement

Hestia is committed to safeguarding and promoting the welfare of adults, children and young people who are potentially at risk, and we therefore expect all staff and volunteers to do the same. We require all staff to undertake internal and external safeguarding training throughout their employment with Hestia.