Sessional Helpline Operator

Job Title:

Sessional Helpline Operator Department:
Domestic & 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.

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 the
24 hour Confidential 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 and procedures. The primary responsibility of this role is to receive and handle calls duringacross the operating hours, offering empatheticassistance, guidance, and signposting to appropriate support agencies. The successful candidate will be committed tomaintainingconfidentiality, handling callssensitively, and adhering 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& sexual abuse, 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,operating across 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 required to declare your availability across the full operating window of the service. This enables us to plan rotas effectively and ensure appropriate 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 receive timely, 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 guidance and resources. Effectively signpost callers to relevant support agencies, including local shelters, counselling services, legal assistance, and other community resources. Completeaccuraterecords of each call, ensuring all necessary information is documented in 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…