Sessional Helpline Operator TLNT1_NI

Job Title: Sessional Helpline Operator Department: Domestic & Sexual Abuse (DSA) Helpline Location: Hybrid role with various shifts within each operating window: Office-based (Belfast Office) : 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. Hours: Varied Salary: £14.00* per hour *45p per hourshift premium paid for unsocial hours:7pm to 7amweekdays. All hours Saturday & Sunday Reports To: Helpline Co- Ordinator Job Purpose At Nexus we host the Domestic & Sexual Abuse(DSA)Helplineon behalf of the Departments of Communities,Health & Justice. Our Helpline Operators play a crucial role within the Organisation as they deliver the24 hourConfidential Domestic & Sexual Abuse Helpline ensuring the efficient and effective operation of the service.Wedeliver andfacilitatethe best possible serviceto our clients through the consistent and professional implementation of Nexus policies andprocedures. The primary responsibility of this role is to receive and handle calls duringacross the operatinghours, offering empatheticassistance, guidance, and signposting toappropriate supportagencies. The successful candidate will be committed tomaintainingconfidentiality, handling callssensitively, andadhering to data protection and safeguarding requirements at all times. You will report to our Shift Co- Ordinator who will support you in every aspect of the role. This position offers an opportunity to make a meaningful difference in the lives of individualsimpactedby domestic& sexualabuse, providing essential support and resources. If you are passionate about helping others andpossessthe necessary skills and experience, we encourage you to apply for this rewarding role. Working Pattern and Availability This is a sessional role within a 24-hour helpline service,operatingacross days, nights, weekends, and public holidays. The helplinealways provides critical support to callers, andmaintainingconsistent, reliable cover is essential to safe and effective service delivery. As a sessional helpline operator, you willbe requiredto declare your availability across the full operating window of the service. This enables us to plan rotas effectively and ensureappropriate coverduring peak periods, as well as to support cover for employed staff during annual leave, sickness, or other absences. Availability is a key requirement of this role. While we recognise the need for flexibility, applicants must be able todemonstratea willingness to contribute to service continuity by offering regular and dependable availability, including at times of higher demand. As part of the application process, you will be asked toprovide details of your availability across the 24-hour operating period. Our Commitment We are committed to working collaboratively and supportively with our sessionalteam. Clear communication about availability helps us ensure that callers receivetimely, compassionate support whenever they reach out, while also allowing us to plan fairly and transparentlyacross all team members. Key Responsibilities Receive and manage incoming calls from individuals affected by domestic abuse during overnight hours. Provide empathetic and non-judgmental support to callers, actively listening to their concerns and offeringappropriate guidanceand resources. Effectively signpost callers to relevant support agencies, including local shelters, counselling services, legalassistance, and other community resources. Completeaccuraterecords of each call, ensuring all necessary information is documentedin accordance withdata protection regulations and Nexus policies and procedures. Maintain confidentiality and handle sensitive information with discretion, adhering to safeguarding requirements and Nexus policies and procedures. Collaborate with other helpline operators and support staff to ensure seamless service delivery and coordination of resources. Participate in ongoing training and professional development activities to enhance knowledge and skills related to domestic abuse support. Remainup to dateon current legislation, policies, and best practices related to domestic abuse and crisis intervention. Contribute to the continuous improvement of helpline services by providing feedback, suggestions, andparticipatingin team meetings or debriefings. Follow established protocols for escalating high-risk or emergency situations toappropriate authoritiesor emergency services as needed. Qualifications and Skills Essential Criteria 3 years experience in working with staff and projects in Counselling, Psychotherapy, Health and Social Care, Social Work or equivalent Previousexperience of working on a helplineoracrisis interventionrole,asa volunteer or in a paid capacity particularly in the field of domestic abuse support, is preferred. Demonstrable excellent interpersonal skills Strong active listening skills and the ability to provide effective support and guidance to callers. Excellent communication skills, both written and verbal, with the ability to convey information clearly and concisely. Problem-solving abilities and the capacity to make quick decisions. Proficiencywith relevant software and tools used in helpline operations. Knowledge of industry-specific policies and procedures. Experience working in a similar helpline or customer service setting. Minimum of 2 years experience working with Microsoft computer packages Commitment to diversity, inclusion, and cultural sensitivity in supporting individuals from diverse backgrounds. Relevant training or certifications in crisis intervention, counselling, or social work areadvantageous. Desirable Criteria Computer literacy including software scheduling and systems such as SPSS and VCC Call handling. Experience of working within the education/health/social care/voluntary Sector Previousexperience preferably in a call centre or customer service environment. Knowledge of relevant support services and resources available for individuals affected by domestic abuse. Understanding of data protection regulations and commitment tomaintainingconfidentiality and privacy of callers. Ability to work independently during overnight shifts,demonstratingreliability and sound judgment. Flexibility to adapt to changing circumstances and willingness to work collaboratively within a team environment. Terms & conditions Attendance at a formal induction and ongoing training will berequired. 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. We welcome applications from all suitably qualified persons. However, asBlack and minority ethnic groups, male, disabled people, and people from theLGBTQIA+ community are currently under-represented, we would particularly welcome applications from the above-mentioned communities and backgrounds. Selectionwill be made on merit. 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.

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