Helpline Practitioner Perm

Helpline Practitioner - Birmingham

Location: Birmingham / Hybrid
Salary: Starting salary of £34,500 + 3.5% salary increase
Hours: Full-time, Monday to Friday on a 3-week rolling shift pattern
Working Pattern: Hybrid, including one fully remote week every three weeks
Additional Benefit: £200 working from home allowance
Start Date: 18 January 2027

We are looking for an experienced Helpline Practitioner to join a specialist safeguarding helpline supporting children, young people and those seeking advice on their welfare and protection
This is a fast-paced and highly rewarding role where your professional judgement and safeguarding expertise will help ensure children and young people receive the appropriate protection and support
You will provide expert safeguarding advice to a diverse range of carers, professionals and members of the public, assess contacts, identify risk and work alongside duty managers and external agencies to determine the most appropriate action

• Provide expert safeguarding advice and guidance to carers, professionals and members of the public
• Engage with a diverse range of service users, recognising individual needs, rights and circumstances
• Assess contacts and identify appropriate safeguarding actions and interventions
• Work closely with duty managers to determine the appropriate response to safeguarding concerns
• Process referrals and ensure information is passed to relevant agencies within required timescales
• Maintain accurate, detailed and confidential case records in line with helpline procedures and safeguarding standards
• Analyse and record key information clearly and succinctly
• Work in partnership with external agencies to support effective safeguarding and child protection
• Contribute to service evaluation, development and continuous improvement
• Promote equality, diversity and children's rights throughout all aspects of your work
• Support colleagues and volunteers to maintain high standards of service delivery

The role operates on a 3-week rolling shift pattern
:
Week 1: Monday to Friday, 9:00am - 5:00pm, office-based
Week 2: Monday to Friday, 11:00am - 7:00pm, office-based
Week 3: Monday to Friday, 2:00pm - 10:00pm, fully remote
This structured pattern offers a balance of office-based collaboration and home working

• A relevant safeguarding qualification within social care, health, education, law enforcement, youth justice, youth work, counselling or a related field
• Post-qualification experience with responsibility for safeguarding children or families
• Up-to-date knowledge of childcare legislation, safeguarding research and best practice
• Experience providing advice and support by telephone and in writing
• Strong analytical skills with the ability to gather, assess and record key information accurately
• Confidence managing safeguarding concerns and making sound professional decisions
• Excellent written and verbal communication skills
• Ability to work effectively in a fast-paced environment
• A strong commitment to safeguarding and promoting the welfare of children and young people
• A compassionate, professional and non-judgemental approach

You will be an experienced safeguarding professional with the ability to remain calm, analytical and empathetic when dealing with complex and sensitive concerns
You will be confident using your professional judgement, working with external agencies and communicating effectively with people from a wide range of backgrounds
Above all, you will be passionate about protecting children and young people and ensuring that safeguarding concerns are handled promptly, professionally and effectively

• Optional Candidate Telephone Calls: 29 September 2026 - 4 October 2026
• First Stage Interviews: 12 October 2026 - 25 October 2026
• Second Stage Interviews: 19 October 2026 - 30 October 2026
• Start Date: 18 January 2027