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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.

This role is ideal for someone who is calm under pressure, confident managing safeguarding concerns, and passionate about empowering survivors through trauma-informed support.

Work with colleagues, other professionals and volunteers to deliver support to service users experiencing domestic abuse.

A first point of contact through:

• A central helpline
• Walk in service
• 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.

MK Act is an equal opportunities employer committed to quality, equality and diversity and welcomes applications from all sections of the community. This post is subject to safer recruitment procedures and regulations and an enhanced DBS check.

The above is provided for guidance and is not an exhaustive list of all accountabilities that the post holder may have over time.

Closing date for applications is 29 September 2026 at 12pm

Interviews held in person or online

If you have any questions or would like to find out more, please reach out to us at hr@mk-act.org