Helpline Shift Lead

Helpline Shift Lead

Vacancy:  (working cycle: 4 days on, 4 days off)

Responsible to: Helpline Coordinator

Location: Dependent on working hours
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: The DSA Helpline is a 24/7 service; therefore, weekend, bank and statutory holiday working will be required.

Contract: Fixed Term (initially to 31st March 2029)

Salary: £33,510.32

Role Purpose

The Helpline Shift Lead provides operational leadership during allocated shifts, ensuring the safe, effective, and high-quality delivery of the helpline service. Acting as the on-shift lead, they supervise and support helpline operators, make real-time operational and safeguarding decisions, manage staffing and system issues, and maintain service continuity.

Key Responsibilities

1. Operational Leadership

• Lead the helpline during allocated shifts.
• Provide immediate guidance and support to operators.
• Manage complex or high-risk contacts.
• Ensure safe and effective service delivery.

2. Safeguarding and Risk Management

• Act as the on-shift safeguarding lead, responding to safeguarding concerns and urgent escalations.
• Manage safeguarding concerns requiring immediate action, including those that cannot wait within the 72-hour response timeframe.
• Assess risk, make sound professional judgements, and take appropriate action to safeguard service users.
• Provide consultation and decision-making support for operators managing callers experiencing acute distress or crisis.
• Ensure all safeguarding concerns are accurately recorded and escalated to the Helpline Coordinator or senior management as required.

3. Line Management and Day-to-Day People Management

• Provide day-to-day operational supervision of helpline operators during shifts.
• Conduct regular one-to-one supervision and facilitate reflective practice and post-incident debriefs.
• Monitor staff wellbeing, recognising signs of distress, fatigue, burnout, or vicarious trauma, and respond appropriately.
• Address immediate performance or conduct concerns sensitively, escalating to the Helpline Coordinator where required.

4. Rota, Cover, and Staffing Management

• Manage short-notice staffing challenges, including sickness and emergency absences, and arrange or provide cover as required.
• Proactively source and confirm emergency cover where required to maintain service continuity.
• Implement rota adjustments linked to holiday approvals and sickness, in line with agreed processes.
• Communicate rota changes clearly and promptly to relevant staff.

5. Systems and Quality Oversight

• Act as the first point of contact for system or technical issues during shifts.
• Troubleshoot minor system problems where possible and escalate unresolved issues in line with procedures.
• Ensure accurate use of helpline systems, records, and data entry by helpline operators.

6. Communication and Reporting

• Ensure all calls are managed in line with organisational policies, procedures, and values.
• Promote best practice, ethical standards, and trauma-informed practice at all times.
• Monitor service delivery during shifts and raise any concerns or improvement suggestions with the Helpline Coordinator.
• Maintain clear, accurate, and timely shift records, including incident logs, safeguarding notes, and operational updates.
• Provide feedback to the Helpline Coordinator on emerging trends, recurring issues, staffing pressures, or training needs.
• Participate in team meetings, reflective practice sessions, and service reviews as required.

7. Continuous Improvement and Team Development

• Contribute to the ongoing development of the helpline service through feedback, ideas, and shared learning.
• Support new staff or volunteers during shifts, including informal mentoring and role modelling good practice.
• Engage in training and development opportunities relevant to the role.

Successful candidates working the 8:00am to 8:00pm shift, which is based in the Belfast office, will be required to act as key holders and may, at times, be required to undertake lone working duties.

Essential Criteria

• Educated to an…