At a Glance
- Tasks: Lead a 24/7 helpline, providing support and guidance to operators.
- Company: Join a dedicated team focused on safeguarding and service excellence.
- Benefits: Fixed-term contract with opportunities for training and development.
- Other info: Flexible hybrid working with various shifts available.
- Why this job: Make a real difference by supporting those in crisis and leading a passionate team.
- Qualifications: Experience in helpline management or safeguarding is a plus.
The predicted salary is between 30000 - 40000 £ per year.
- Hours
- Office-based: 08:00 – 20:00 (Monday – Friday)
- Home-based (remote): 20:00 – 08:00 (Monday – Friday)
- Home-based (remote): 24/7 (Saturday and Sunday)
Hybrid role with various shifts within each operating window
Working Pattern
The DSA Helpline is a 24/7 service; therefore, weekend, bank and statutory holiday working will be required.
- Contract
- Fixed Term (initially to 31 st March 2029)
Key Responsibilities
- Operational Leadership
- Lead the helpline during allocated shifts.
- Provide immediate guidance and support to operators.
- Manage complex or high-risk contacts.
- Ensure safe and effective service delivery.
- Safeguarding and Risk Management
- Act as the on-shift safeguarding lead, responding to safeguarding concerns and urgent escalations.
- Manage safeguarding concerns requiring immediate action, including those that cannot wait within the 72-hour response timeframe.
- Assess risk, make sound professional judgements, and take appropriate action to safeguard service users.
- Provide consultation and decision-making support for operators managing callers experiencing acute distress or crisis.
- Ensure all safeguarding concerns are accurately recorded and escalated to the Helpline Coordinator or senior management as required.
- Line Management and Day-to-Day People Management
- Provide day-to-day operational supervision of helpline operators during shifts.
- Conduct regular one-to-one supervision and facilitate reflective practice and post-incident debriefs.
- Monitor staff wellbeing, recognising signs of distress, fatigue, burnout, or vicarious trauma, and respond appropriately.
- Address immediate performance or conduct concerns sensitively, escalating to the Helpline Coordinator where required.
- Rota, Cover, and Staffing Management
- Manage short-notice staffing challenges, including sickness and emergency absences, and arrange or provide cover as required.
- Proactively source and confirm emergency cover where required to maintain service continuity.
- Implement rota adjustments linked to holiday approvals and sickness, in line with agreed processes.
- Communicate rota changes clearly and promptly to relevant staff.
- Systems and Quality Oversight
- Act as the first point of contact for system or technical issues during shifts.
- Troubleshoot minor system problems where possible and elevate unresolved issues in line with procedures.
- Ensure accurate use of helpline systems, records, and data entry by helpline operators.
- Communication and Reporting
- Ensure all calls are managed in line with organisational policies, procedures, and values.
- Promote best practice, ethical standards, and trauma-informed practice at all times.
- Monitor service delivery during shifts and raise any concerns or improvement suggestions with the Helpline Coordinator.
- Maintain clear, accurate, and timely shift records, including incident logs, safeguarding notes, and operational updates.
- Provide feedback to the Helpline Coordinator on emerging trends, recurring issues, staffing pressures, or training needs.
- Participate in team meetings, reflective practice sessions, and service reviews as required.
- Continuous Improvement and Team Development
- Contribute to the ongoing development of the helpline service through feedback, ideas, and shared learning.
- Support new staff or volunteers during shifts, including informal mentoring and role modelling good practice.
- Engage in training and development opportunities relevant to the role.
- #J-18808-Ljbffr
DSA Helpline Shift Lead employer: Nexus NI
Nexus is an exceptional employer dedicated to making a meaningful impact in the lives of victims and survivors of sexual abuse and abusive relationships. With a strong commitment to employee growth, we offer a supportive work culture that values professional development and collaboration across diverse settings in Northern Ireland. Our hybrid working model allows for flexibility, ensuring that our team can effectively contribute to vital education and prevention initiatives while maintaining a healthy work-life balance.
We think you need these skills to ace DSA Helpline Shift Lead
Operational Leadership
Safeguarding and Risk Management
Line Management
People Management
Crisis Management
Staff Wellbeing Monitoring
Rota Management
