Helpline Practitioner

Helpline Practitioner - Coventry

Location: Coventry (Office Based)
Salary: £12,602 per annum
Hours: 18.5 hours per week

• Saturday: 10:00am - 1:00pm
• Sunday: 10:00am - 1:00pm
• Monday: 9:00am - 5:00pm
• Wednesday: 12:00pm - 5:00pm

We are recruiting for a compassionate and dedicated Helpline Practitioner to join a specialist Domestic Abuse service supporting individuals affected by Domestic Abuse (DA), Honour-Based Abuse (HBA), Forced Marriage (FM), Coercive Control and Violence Against Women and Girls (VAWG).

Working as the first point of contact for service users, you will provide confidential, trauma-informed support, helping survivors access safety, specialist services and practical solutions. This role is particularly focused on supporting individuals from Black, Asian and Minority Ethnic (BAME) communities
, requiring a strong understanding of the cultural, social and additional barriers many survivors may face when seeking support.

This is a rewarding opportunity to empower vulnerable individuals, advocate on their behalf and help them rebuild safer futures.

• Provide frontline helpline support to individuals experiencing domestic abuse, honour-based abuse and forced marriage.
• Complete risk assessments and safety planning.
• Deliver confidential, non-judgemental and trauma-informed support.
• Signpost and refer service users to specialist agencies, housing providers, legal services, healthcare professionals and refuges.
• Advocate for service users to improve safety and access to support.
• Identify and respond to safeguarding concerns involving children and vulnerable adults.
• Maintain accurate case records and reports using internal systems.
• Work collaboratively with partner organisations and external agencies.
• Attend training, supervision, team meetings and case reviews.

You will have experience supporting vulnerable individuals within domestic abuse, safeguarding, social care, housing, mental health, community support or related services.

We're particularly interested in candidates who have:

• Knowledge of Domestic Abuse, Honour-Based Abuse, Forced Marriage and safeguarding practices.
• An understanding of the barriers faced by individuals from Black, Asian and Minority Ethnic (BAME) communities.
• Experience working in a culturally sensitive and trauma-informed environment.
• Strong communication, listening and advocacy skills.
• The ability to manage complex and sensitive situations professionally.
• Excellent organisational and case recording skills.
• Good IT skills including Microsoft Office and database systems.
• A commitment to equality, diversity, inclusion and safeguarding.

• Previous experience within a Domestic Abuse, Refuge, Advocacy, VAWG, Safeguarding or BAME specialist service.
• Knowledge of No Recourse to Public Funds (NRPF).
• Understanding of immigration-related issues affecting survivors.
• Multi‑agency working experience.
• Ability to speak a community language such as Urdu, Punjabi, Hindi, Gujarati, Bengali, Pashto, Farsi, Arabic, Kurdish, Somali or another relevant language.
• Relevant qualification in Domestic Abuse, Social Care, Counselling, Psychology, Criminology or a related field.

• The opportunity to make a genuine difference to vulnerable individuals and families.
• Ongoing training and professional development.
• Regular supervision and support.
• A supportive and inclusive working environment.
• The opportunity to join a passionate team committed to empowering survivors and strengthening communities.

This role is subject to an Enhanced DBS check
.

We welcome applications from all backgrounds and communities. As this role supports individuals from diverse ethnic and cultural backgrounds, experience of working with Black, Asian and Minority Ethnic (BAME) communities and relevant language skills would be highly advantageous.