Helpline Operator

Job Title:

Domestic and Sexual Abuse Helpline Operator Service:
Domestic and Sexual Abuse(DSA)
Helpline

Location:

Hybrid rolewith 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. Responsible To: DSA Shift Leader

Contract:

Fixed Term (initially to 31 March 2029) Rate of pay: £14.10per hour Unsocial premium: 45p per hour:shift premium paid: 7pm to 7am weekdays. All hours Saturday & Sunday Role Purpose The Helpline Operator plays a critical frontline role in providing safe,trauma-informed, andsurvivor-centred support to individuals affected by domestic abuse and sexualabuse. The postholder will respond to helpline contacts across multiple channels (telephone, email, webchat, and other digital platforms where applicable), delivering support, risk assessment, safety planning, information provision, and referral into appropriate statutory and voluntary services.

The role requiresa high levelof professional judgement, emotional intelligence, and adherence to safeguarding, governance, and legislative frameworks. The Helpline Operator mustoperatewithin a robust ethical, legal, and organisational framework, ensuring confidentiality, data protection, and safeguarding responsibilities arealways upheld.

Key Responsibilities 1. Helpline Service Delivery Provide empathetic,non-judgemental, andtrauma-informedsupportto callers affected by domestic abuse, sexualabuse, stalking, harassment, and related forms of harm. Respondina timelyandeffectivemannerto contacts across all helpline communication channels, including telephone, email, webchat, and digital platforms. Support callers in crisis, including those experiencinghigh levelsof distress, dissociation, fear, or emotional dysregulation. Manage calls involving complex needs, including repeat callers,high-riskcases, and callers with multiple intersecting vulnerabilities.

Maintain professional boundaries while building trust and rapport with service users.
2. Safeguarding and Risk Management Adhere strictly to organisational safeguarding policies and procedures for adults and children duct comprehensive risk assessments, including identification of immediate danger, escalation factors, and protective factors. Develop and support safety planning with callers, tailored to their individual circumstances and level of risk. Recognise indicators of coercive control,honour-basedabuse, forced marriage, sexual exploitation, and other forms of abuse.

Escalate safeguarding concerns appropriately, including consultation with appointed safeguarding person to enableappropriatereferralsto statutory agencies where required. Ensure robustfollow-upon safeguarding actions, including documentation, internal alerts, andinter-agencycommunication.
3. Assessment, Information and Referral Undertake thorough needs assessments toidentifythe most appropriate supportpathways for callers. Provide accurate,up-to-date information on legal options, protective measures, and support services. Facilitate referrals to internal services and external agencies, including refuges,PSNI, housing executive. Signpost to other specialist support services e.g. ASSIST NI, Victim Support, Nexus, Womens Aid, MAP NI, MANI, Rainbow, Cara Friend, etc. Support callers to make informed choices while respecting autonomy and consent.

Liaise professionally with partner agencies and professionals where consent and information-sharingprotocols allow.
4. Governance, Compliance and Legislation Work in full compliance with all organisational policies and procedures, including safeguarding, confidentiality, lone working, and health and safety. Maintain up-to-date knowledge of relevant legislation and guidance, including but not limited to:
Domestic Abuse and Civil Proceedings Act (Northern Ireland) 2021 Justice (Sexual Offences and Trafficking Victims) Act (Northern Ireland) 2022 Sexual Offences (Northern Ireland) Order 2008 Protection from Stalking Act (Northern Ireland)…