Helpline & Engagement Service Project Support Worker

• Provide administrative support to the Helpline & Engagement Service (HES), adeptly process new referrals into the service, and assist the Project Coordinator in maintaining updated information for the service system and refuge accommodation.
• Support professionals to navigate options and support available throughout LLR and provide updates on referrals made to second tier services
• Process agency referrals; including online referrals, post and referrals received via secure and non-secure email.
• Liaise with professionals in relation to referrals they have submitted; provide updates and progress of case/client engagement.
• Liaise with second tier services to maintain an up-to-date overview of the capacity of each service.
• Maintain updated records of refuge availability (locally, regionally, and nationally).
• Receive and proactively obtain updates regarding the progress of clients through second tier services
• Ensure client records are updated to accurately reflect their engagement with second tier services
• Where clients have disengaged with second tier services, ensure cases are highlighted and escalated to the wider HES to assist with proactive re-engagement attempts
• Provide support to the wider HES and participate in answering helpline calls as required
• To ensure information provided on through the HES is constantly reviewed and updated to reflect local capacity, support options and meets current legislations and best practice.
• To ensure that all contacts, case notes, records and forms are completed accurately and inputted on the database during each shift
• To ensure that the out-of-hours answer-phone service is always working and checked on a regular basis.
• To ensure accurate record-keeping and collection of data for monitoring purposes, completion of helpline monitoring reports and to provide statistical information for evaluation purposes as required
• To assist with the completion of Insights and other HES evaluations to contribute to the ongoing evaluation and monitoring of the HES performance and activity
• To ensure standards are maintained for the purposes of helpline accreditation as well in providing quality service to all service-users.
• Co-facilitating on volunteer trainings on issues surrounding helpline and effective response to service-users
• Identify any updates required of the HES service manual on a regular basis to reflect updated information of services both locally and nationally
• To undertake efficient handover and debriefing after each shift; e.g. update on referrals, and that all other relevant issues and information are passed on.

• 25 days holiday (plus bank holidays), increasing with service
• Company sick pay
• Company pension
• Birthday leave

That everyone has the right to be free and safe from violence and abuse.

That relationships should be built on respect and equality.

That education ensures a better future.

That with support people have the capacity to change.

In working with integrity, honesty, trustworthiness, transparency and within accountability.