At a Glance
- Tasks: Be the first point of contact for those needing support and advice on domestic abuse.
- Company: Join a dedicated team at MK-ACT, making a real difference in people's lives.
- Benefits: Permanent role with competitive salary and set working hours, plus opportunities for training.
- Other info: Dynamic office environment with a focus on teamwork and collaboration.
- Why this job: Help individuals in crisis and contribute to a safer community every day.
- Qualifications: Empathy, strong communication skills, and a passion for supporting vulnerable individuals.
The predicted salary is between 20186 - 20186 £ per year.
Location: Crisis Intervention Service, office based, Central Milton Keynes
Salary: £20,186.40
Hours: 30
Work Pattern: Monday – Friday (set working hours to be confirmed at interview)
Contract: Permanent
Purpose of the role
The Helpline & Triage officer will act as a first contact point via MK-ACT helpline and new referrals providing immediate safety, support and advice. To complete new client referrals, triages and identify risks. To support the IDVA’s in their roles supporting clients within an appropriate time to reduce the risk and ensuring safety needs have been met.
Work with colleagues, other professionals and volunteers to deliver support to service users experiencing domestic abuse:
- A first point of contact through Walk in service
- DASH ric assessment
- Immediate safety planning
- Support those who are experiencing Domestic Abuse to access services for support keeping themselves and children safe.
- Carry out urgent safety actions where needed to keep a client safe.
- Escalate changes to risk.
- Hold a small client caseload when needed and appropriate.
- Take and process new and repeat referrals through professional online referral forms, self-referrals, helpline referrals.
- Manage the helpline email inbox, responding to clients, professionals and requests.
- Ensure all client information is recorded clearly and accurately within a timely manner.
- Provide advice, information including rights and options available for victim/survivors.
- Support clients to access refuge provision - local or out of area.
- Provide signposting and referral to non-specialist DA services as required.
- Provide emotional support where appropriate.
- Arrange and manage client appointments within the Crisis Intervention Service team.
- To undertake administrative tasks within the office including uploading information onto the organisation’s database, chair team meetings, deal with post and maintain the office diary.
Partnership Working
Provide general Domestic Abuse advice and information to professionals. Raise awareness of domestic abuse through direct service provision and promote MK-ACT services. Attend relevant partnership meetings as agreed with the Crisis Intervention Service Manager. Develop and maintain positive, collaborative relationships with partner agencies and MK-ACT staff.
Data
Contribute to data collection regarding service outcomes and client impact. Maintain accurate records for monitoring, evaluation, and reporting purposes. Ensure compliance with Data Protection Act 1998 and organisational policies.
Safeguarding
Work within MKSCB, MK-ACT (MKWA) and local agency policy guidelines to identify children, young people and adults at risk of harm. Refer, inform, and liaise with the local authority and other agencies as appropriate.
General
Work to achieve and maintain National or local standards of good practice or accreditation. Attend all meetings or training as requested by the senior leadership team. Attend regular supervision sessions. Participate in MK-ACT’s performance management processes. Follow procedures, code of conduct and model pro-social behaviour. Work as part of a team, support colleagues and build positive working relationships with team members across the organisation. Respect and value diversity within the community, clients and colleagues.
The above is provided for guidance and is not an exhaustive list of all accountabilities that the post holder may have over time.
Helpline and Triage Officer employer: MK-ACT (Milton Keynes Women's Aid)
MK-ACT is an exceptional employer, offering a supportive and collaborative work environment in the heart of Central Milton Keynes. As a Helpline and Triage Officer, you will play a vital role in providing immediate safety and support to those experiencing domestic abuse, while benefiting from ongoing professional development opportunities and a commitment to employee well-being. With a focus on teamwork and community impact, MK-ACT fosters a culture of respect and diversity, making it a rewarding place to build your career.
Contact Details:
MK-ACT (Milton Keynes Women's Aid) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpline and Triage Officer
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at MK-ACT (Milton Keynes Women's Aid).
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from MK-ACT (Milton Keynes Women's Aid)!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like MK-ACT (Milton Keynes Women's Aid), will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at MK-ACT (Milton Keynes Women's Aid) or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Helpline and Triage Officer
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to MK-ACT (Milton Keynes Women's Aid):Before hitting send, make sure to tailor your application specifically to MK-ACT (Milton Keynes Women's Aid)! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at MK-ACT (Milton Keynes Women's Aid)
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
