Helpline Operator

Service: Domestic and Sexual Abuse (DSA) Helpline

Location: Hybrid role with various shifts within each operating window:

• 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)

Working Pattern: Shift-based working including days, evenings, nights, weekends and bank holidays, in line with service rota requirements.

Contract: Fixed Term (initially to 31 March 2029)

Rate of pay: £14.10 per hour

Unsocial premium: 45p per hour: shift premium paid: 7pm to 7am weekdays.

Role Purpose

The Helpline Operator plays a critical frontline role in providing safe, trauma-informed, and survivor-centred support to individuals affected by domestic abuse and sexual abuse. The postholder will respond to helpline contacts across multiple channels (telephone, email, webchat, and other digital platforms where applicable), delivering support, risk assessment, safety planning, information provision, and referral into appropriate statutory and voluntary services. The role requires a high level of professional judgement, emotional intelligence, and adherence to safeguarding, governance, and legislative frameworks. The Helpline Operator must operate within a robust ethical, legal, and organisational framework, ensuring confidentiality, data protection, and safeguarding responsibilities are always upheld.

Key Responsibilities

1. Helpline Service Delivery
   • Provide empathetic, non-judgemental, and trauma-informed support to callers affected by domestic abuse, sexual abuse, stalking, harassment, and related forms of harm.
   • Respond in a timely and effective manner to contacts across all helpline communication channels, including telephone, email, webchat, and digital platforms.
   • Support callers in crisis, including those experiencing high levels of distress, dissociation, fear, or emotional dysregulation.
   • Manage calls involving complex needs, including repeat callers, high-risk cases, and callers with multiple intersecting vulnerabilities.
   • Maintain professional boundaries while building trust and rapport with service users.
2. Safeguarding and Risk Management
   • Adhere strictly to organisational safeguarding policies and procedures for adults and children at risk.
   • Conduct comprehensive risk assessments, including identification of immediate danger, escalation factors, and protective factors.
   • Develop and support safety planning with callers, tailored to their individual circumstances and level of risk.
   • Recognise indicators of coercive control, honour-based abuse, forced marriage, sexual exploitation, and other forms of abuse.
   • Escalate safeguarding concerns appropriately, including consultation with appointed safeguarding person to enable appropriate referrals to statutory agencies where required.
   • Ensure robust follow-up on safeguarding actions, including documentation, internal alerts, and inter-agency communication.
3. Assessment, Information and Referral
   • Undertake thorough needs assessments to identify the most appropriate support pathways for callers.
   • Provide accurate, up-to-date information on legal options, protective measures, and support services.
   • Facilitate referrals to internal services and external agencies, including refuges, PSNI, housing executive.
   • Signpost to other specialist support services e.g. ASSIST NI, Victim Support, Nexus, Womens Aid, MAP NI, MANI, Rainbow, Cara Friend, etc.
   • Support callers to make informed choices while respecting autonomy and consent.
   • Liaise professionally with partner agencies and professionals where consent and information-sharing protocols allow.
4. Governance, Compliance and Legislation
   • Work in full compliance with all organisational policies and procedures, including safeguarding, confidentiality, lone working, and health and safety.
   • Maintain up-to-date knowledge of relevant legislation and guidance.
   • Understand and apply information-sharing frameworks, including lawful bases for sharing information in safeguarding contexts.
   • Contribute to audits, monitoring, and quality assurance processes as required.
5. Record Keeping and Data Management
   • Maintain appropriate service user records in line with organisational and legal requirements, whilst upholding callers right to anonymity.
   • Record call data, risk assessments, outcomes, safeguarding actions, and referrals accurately and in a timely manner.
   • Ensure data is stored and handled securely in compliance with data protection legislation and organisational policy.
   • Contribute to monitoring and evaluation through accurate data capture to support service reporting and funding requirements.
6. Professional Practice and Development
   • Work autonomously and manage workload effectively, including prioritising high-risk contacts.
   • Participate in regular supervision, line management meetings, and reflective practice sessions.
   • Engage proactively in mandatory training, continuous professional development, and skills updates.
   • Demonstrate resilience and effective self-care strategies when working with distressing and traumatic content.
   • Contribute to a supportive team culture and always uphold organisational values.
7. Equality, Diversity and Inclusion
   • Deliver an inclusive and accessible service to individuals from diverse backgrounds.
   • Respond sensitively to callers with additional barriers, including language needs, disabilities, mental health needs, immigration status, or cultural considerations.
   • Work effectively with interpreters and translation services when required.
   • Demonstrate awareness of the impact of discrimination, inequality, and intersectionality on experiences of abuse.
8. Outreach and Service Development
   • Support outreach activity, including distribution of promotional materials and participation in awareness-raising initiatives.
   • Engage with professionals and partner organisations via phone, email, and events to promote the helpline.
   • Contribute to the development and enhancement of helpline resources, referral pathways, and service improvements.
   • Participate in structured feedback processes to support accountability and service user voice.

Person Specification

Essential Criteria

• Educated to GCSE Standard with English and Maths at Grade C or above.
• Experience (paid or voluntary) of working in a supportive role with adults.
• Awareness and understanding of domestic abuse, sexual violence, and the impact on individuals and families.
• Knowledge of safeguarding principles and responsibilities when working with at-risk adults and children.
• Understanding of confidentiality, consent, and information sharing in high-risk contexts.

Skills and Abilities

• Ability to work independently, make sound professional judgements, and maintain safe working practices.
• Excellent verbal and written communication skills, including with callers in crisis and professional stakeholders.
• Strong listening skills and ability to respond with empathy and professionalism.
• Ability to conduct risk assessments and respond appropriately to escalating situations.
• Demonstrable administration and IT skills, including use of MS Office Packages, CRM to support accurate record keeping and data capture.
• Ability to manage emotionally demanding work and maintain professional resilience.

Desirable Criteria

• Experience of working on a helpline.
• Relevant qualification or training (e.g. counselling skills, support work, safeguarding, trauma-informed practice).
• Demonstrable experience working with survivors of domestic abuse and/or sexual violence.
• Experience of risk assessment, safety planning, and risk management.
• Experience supporting callers with limited English proficiency or from diverse cultural backgrounds.
• Knowledge of the voluntary and statutory sector, including services available to survivors of domestic and sexual abuse.
• Experience of working within a helpline, crisis line, or similar frontline service.

Additional Requirements

• Willingness to work flexible shifts, including nights, weekends, and bank holidays.
• Ability to work office-based during core hours (08:00 - 20:00) and remotely overnight (20:00 - 08:00).
• Commitment to organisational values, survivor-centred practice, and continuous improvement.
• Enhanced Access NI check is required for the post.

Values and Professional Standards

All staff are expected to:

• Uphold the principles of safety, empowerment, dignity, and respect.
• Work in a survivor-led, trauma-informed, and ethically grounded manner.
• Maintain high standards of professional conduct and accountability.
• Promote a culture of safeguarding, learning, and continuous improvement.

The successful applicant will be subject to an Enhanced Access NI check. The Access NI Code of Practice is available to applicants on request. Having a criminal record does not automatically prevent a person being employed by Nexus NI.

To apply please email your CV and cover letter to recruitment@. Please visit our website for more information. Closing date for applications is Friday 20th March 2026 at 12 noon.