Job Title:Domestic and Sexual AbuseHelpline Operator Service: Domestic and Sexual Abuse(DSA)Helpline Location: Hybrid rolewith 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,weekendsand bank holidays, in line with service rota requirements. Responsible To: DSA Shift Leader Contract: Fixed Term (initially to 31 March 2029) Rate of pay: £14.10per hour Unsocial premium: 45p per hour:shift premium paid: 7pm to 7am weekdays. All hours Saturday & Sunday Role Purpose The Helpline Operator plays a critical frontline role in providing safe,trauma-informed, andsurvivor-centredsupport to individuals affected by domestic abuse and sexualabuse. 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 intoappropriate statutoryand voluntary services. The role requiresa high levelof professional judgement, emotional intelligence, and adherence to safeguarding, governance, and legislative frameworks. The Helpline Operator mustoperatewithin a robust ethical, legal, and organisational framework, ensuring confidentiality, data protection, and safeguarding responsibilities arealways upheld. Key Responsibilities 1. Helpline Service Delivery Provide empathetic,non-judgemental, andtrauma-informedsupportto callers affected by domestic abuse, sexualabuse, stalking, harassment, and related forms of harm. Respondina timelyandeffectivemannerto contacts across all helpline communication channels, including telephone, email, webchat, and digital platforms. Support callers in crisis, including those experiencinghigh levelsof distress, dissociation, fear, or emotional dysregulation. Manage calls involving complex needs, including repeat callers,high-riskcases, 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-basedabuse, forced marriage, sexual exploitation, and other forms of abuse. Escalate safeguarding concerns appropriately, including consultation withappointed safeguarding person to enableappropriatereferralsto statutory agencies whererequired. Ensure robustfollow-upon safeguarding actions, including documentation, internal alerts, andinter-agencycommunication. 3. Assessment, Information and Referral Undertake thorough needs assessments toidentifythe mostappropriate supportpathways for callers. Provideaccurate,up-to-dateinformation 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 andinformation-sharingprotocols 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. Maintainup-to-dateknowledge of relevant legislation and guidance, including but not limited to: Domestic Abuse and Civil Proceedings Act (Northern Ireland) 2021 Justice (Sexual Offences and Trafficking Victims) Act (Northern Ireland) 2022 Sexual Offences (Northern Ireland) Order 2008 Protection from Stalking Act (Northern Ireland) 2022 Protection from Harassment (Northern Ireland) Order 1997 Family Homes and Domestic Violence (Northern Ireland) Order 1998 Children (Northern Ireland) Order 1995 Safeguarding Board Act (Northern Ireland) 2011 Human Trafficking and Exploitation (Criminal Justice and Support for Victims) Act (Northern Ireland) 2015 Criminal Evidence (Northern Ireland) Order 1999 Data Protection Act 2018 UK GDPR Human Rights Act 1998 Understand and applyinformation-sharingframeworks, including lawful bases for sharing information in safeguarding contexts. Contribute to audits, monitoring, and quality assurance processes asrequired. 5. Record Keeping and Data Management Maintainappropriateserviceuser records in line with organisationaland legal requirements, whilst upholding callers right to anonymity. Record call data, risk assessments, outcomes, safeguarding actions, and referrals accuratelyandin a timely manner. Ensure data is stored and handled securely in compliance with data protection legislation and organisational policy. Contribute to monitoring and evaluation throughaccuratedata capture to support service reporting and funding requirements. 6. Professional Practice and Development Work autonomously and manage workload effectively, including prioritisinghigh-riskcontacts. 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 effectiveself-carestrategies when working with distressing and traumatic content. Contribute to a supportive team culture andalways uphold organisational values. 7. Equality, Diversity and Inclusion Deliver an inclusive and accessible service to individuals from diverse backgrounds. Respond sensitively to callers withadditionalbarriers, including language needs, disabilities, mental health needs, immigration status, or cultural considerations. Work effectively with interpreters and translation services whenrequired. 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 inawareness-raisinginitiatives. 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 Education Educated to GCSE Standard with English and Mathsat Grade C or above. Experience and Knowledge 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 withat-riskadults and children. Understanding of confidentiality, consent, and information sharing inhigh-riskcontexts. Skills and Abilities Ability to work independently, make sound professional judgements, andmaintainsafe 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, includinguse of MS Office Packages, CRM to supportaccuraterecord keeping anddata capture. Ability to manage emotionally demanding work andmaintainprofessional resilience. Desirable Criteria Experience of working on a helpline Relevant qualification or training (e.g. counselling skills, support work, safeguarding,trauma-informedpractice). 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 Englishproficiencyor 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 workoffice-basedduring core hours (08:0020:00) and remotely overnight (20:0008:00). Commitment to organisational values,survivor-centredpractice, and continuous improvement. EnhancedAccess NIcheckisrequiredfor the post. Values and Professional Standards All staff are expected to: Uphold the principles of safety, empowerment, dignity, and respect. Work in asurvivor-led,trauma-informed, and ethically grounded manner. Maintainhigh standardsof professional conduct and accountability. Promote a culture of safeguarding, learning, and continuous improvement. Application details ? ACCESS NI (Criminal Conviction Checks for Regulated Activity Posts) 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. If you are unsure what this is, please consult this website: As per Access NI Code of Practice Nexus NI has a policy on the recruitment of Ex-offenders which is available on request by sending an email to: All informationdisclosedwill be handledin accordance withthe Nexus NI policy on Keeping Information Safe which is available on request by sending an email to: A full, clean driving licence isrequiredfor this role due to the need to travel between locations as part of normal duties. We are committed to equality of opportunity and welcome applications from individuals with disabilities. If a disability prevents you from holding a driving licence, we will consider reasonable adjustments in line with our obligations. However, applicants should be able todemonstratethat they can meet the mobility requirements of the post through alternative means, such as access to public transport or other suitable travel arrangements. This job description is not incorporated into the employees contract of employment. It is intended as a guide and should not be viewed as an inflexible specification. It may be varied from time to time in the light of strategic developments following discussion with the post holder. Please visit our website for more information. To Apply Please note CV's alone are not accepted. Please visit our website and download the supplementary questions for this role and submit this form along with your CV. Information how to apply is on our website. Deadlines for applications is Friday 26th August 2026 at 12pm. TPBN1_NI
Helpline Operator in Lisburn employer: Nexus NI
Nexus is an exceptional employer, offering a supportive and values-driven environment for Associate Children's Counsellors in Belfast and across Northern Ireland. With over 40 years of experience, we provide meaningful work that empowers children and young people to heal from trauma, alongside access to specialist training, regular clinical supervision, and opportunities for professional development. Join our dedicated team and make a significant impact while benefiting from a culture that prioritises practitioner wellbeing and innovative, child-centred care.
