Domestic Abuse Helpline Advisor

Job Title:

Domestic Abuse
Helpline Advisor

  Place of Work:  Office Locations and Refuges

Hours of Work:

37.5 hours per week

  Reports to:

Service Manager

Salary

£24,948 - £26,845per annum

Our Mission:

We aim to reduce the devastating impact of gender-based abuse and exploitation on all women
and children, through safeguarding, empowerment, and education.

Our Vision:

is for all women exposed to gender-based violence and exploitation, and their children, to be
safe and have access to appropriate intervention, support and advice in order to live free from
fear and harm.

Our Values:

Diversity &
Inclusion

Collaboration

Advocacy

Innovation

We value difference and know that we cannot achieve our vision
without proactively working to dismantle systemic racism and
discrimination. We recognise our role in championing equity for all.
Through our work and how we conduct ourselves as an
organisation, we challenge ourselves, and others, to practice in an
anti-racist and anti-discriminatory way and develop professional
cultures that recognise and challenge oppression in all forms. We
will promote inclusion and ensure we are working towards
establishing the right of all to access help and support that
acknowledges, respects and values individual lived experiences.

We believe in working with women survivors, other organisations,
specialist services and supporters to drive change. This
commitment will see us seeking opportunities to learn from, and
engage with, service users and partner with others to ensure any
woman approaching us for support is able to access the help she
needs.

As experts in the field of gender-based domestic abuse, we want to
be able to use our voice and influence to magnify the voices of
women and children experiencing abuse and exploitation.

We are committed to seeking new solutions to some of the long-
standing, pervasive problems associated with gender-based abuse
and exploitation, as well as new or emerging issues. Wherever
possible, we want to explore new ideas and co-create innovative
interventions to improve outcomes for women, and their children.

Women’s Aid in Luton is a Charitable Incorporated Organisation. Registered Charity No.1160555.
Our registered office address is 32 – 42 Duke Street Luton Beds LU2 0HH

Helpline: 01582 391856  |  help@womensaidinluton.org  |  womensaidinluton.org  |

 @womensaidluton

Job purpose:

•  To support and work with women who are experiencing or have experienced Domestic

Abuse

•  To be part of a flexible, person-centred, trauma informed service that can respond to

the changing and evolving needs of service users and to inform, encourage and empower
women to make their own choices about what support they require.

•  To receive and access referrals for WAL services including:-

(i)

(ii)

(iii)

the allocation of accommodation to women and children within WAL.

the suitability of referrals for WAL for Groups and Outreach Services.

To monitor occupancy levels and ensuring that spaces in accommodation are
filled appropriately.

•  To support women to engage with local services and support relevant to their needs if

appropriate

•  To act as an advocate and/or mediator where necessary to ensure Women get the best

support from other services.

Overall Responsibilities

The postholder will maintain and demonstrate a commitment to the Organisation’s vision,
values, strategic aims and objectives.  They will maintain high standards of professionalism;
keeping abreast of current legislation, standards, best practice and maintain a focus on
continuous improvement.

Specifically, the postholder will be responsible for the following: -

1.

SUPPORT WORK

1.1

1.2

1.3

1.4

1.5

Responding to telephone and in person approaches from Individuals, Partner Agencies,
Services
and Organisations who contact WAL.
To respond to calls on Helpline, ensuring all appropriate information to enable an
assessment of needs and risks to be done is collected.
 Referring on to appropriate support within the Organisation and/or signposting to other
Organisations and Partner Agencies.
To ensure all information is accurately recorded and maintained, using our case
management system (Oasis) and other methods as necessary, ensuring that all
information is securely stored in line with WAL policies.
To ensure the Operational Team and the Housekeeping have a clear understanding
across the organisation of which units are available, those which are out of commission
and those waiting to be turned over.

Women’s Aid in Luton is a Charitable Incorporated Organisation. Registered Charity No.1160555.
Our registered office address is 32 – 42 Duke Street Luton Beds LU2 0HH

Helpline: 01582 391856  |  help@womensaidinluton.org  |  womensaidinluton.org  |

 @womensaidluton

1.6

1.7

To ensure that the Helpline Inbox/web chat is monitored throughout the day and all
incoming correspondence is prioritised according to content, to ensure prompt replies to
messages from individuals who contact us.
To ensure Routes to Support is kept updated and spaces are advertised in relevant
places.

1.8  When WAL Refuges are at full capacity or do not have an appropriate space to identify

1.9

and source appropriate resources, refer and signpost where appropriate.
To ensure that all referrals and allocations are dealt with efficiently, seeking guidance
with support from Senior Management.

1.10  To carry out evaluations and provide case histories on an on-going basis
1.11

To raise any adult/child safeguarding issues promptly and in accordance with WAL
safeguarding Policy and Procedure and to inform Management when a safeguarding
referral has been made.

1.12  To work closely with and provide managed information sharing to partner agencies in
accordance with WAL’s Data and Information Sharing Agreements, Confidentiality and
Adult and Child Protection policies where necessary.

1.13  To attend Weekly Team meetings, internal team training sessions and clinical supervision

as required.

1.14  To participate in the ‘out of hour’s’ emergency services rota.

2. Service Development

2.1

2.2

2.3

Building relationships and networks with appropriate agencies, developing an interagency
network of support for Service Users.  To promote the awareness of Domestic Abuse and
WAL services in the wider community.

To engage in and support the Service in the development of improved working practices
and any new developments in WAL

To work in partnership with other agencies to promote awareness of Domestic Abuse
and support to develop services across Luton

3. Aspects of the Role:

Financial Resources:

The postholder will not have specific budgetary responsibilities; but they will be expected to
support the Organisation in achieving their fiscal targets through the provision of timely
information and returns.

Context:

Due to the sensitive nature if this role we will be considering female applicants only for this
post in accordance with the provisions of the Occupational Requirement (Equality Act 2010,
pursuant to schedule 9 part 1)

Women’s Aid in Luton is a Charitable Incorporated Organisation. Registered Charity No.1160555.
Our registered office address is 32 – 42 Duke Street Luton Beds LU2 0HH

Helpline: 01582 391856  |  help@womensaidinluton.org  |  womensaidinluton.org  |

 @womensaidluton

Rehabilitation of Offenders Act 1974:

Because of the nature of this job, it will be necessary for the appropriate level of criminal
record disclosure to be undertaken. Therefore, it is essential in making your application you
disclose whether you have any pending charges, convictions, bind-over or cautions and, if so,
for which offences. This post will be exempt from the provisions of Section 4 (2) of the
Rehabilitation of Offenders 1974 (Exemptions) (Amendments) Order 1986. Therefore,
applicants are not entitled to withhold information about convictions which for other
purposes are ‘spent’ under the provision of the Act, and, in the event of the employment
being taken up. The fact that a pending charge, conviction, bind-over or caution has been
recorded against you will not necessarily debar you from consideration for this appointment.
Disclosures are handled in accordance with the DBS (formerly CRB) Code of Practice.

Physical Resources:

None

Physical Effort / Strain:

Accessing buildings which are on several levels.

Working Environment:

The work will be undertaken across all locations within Women’s Aid in Luton

Charitable Status:

WAL is a registered charity and as such, all employees are expected to contribute to work
undertaken by the Organisation in respect of ‘fundraising’ and ‘income generation’.

Policies and Procedures:

All staff working within WAL are expected to adhere to all policies and procedures relevant to
their employment and each have a responsibility to ensure that they are aware of the current
policies that are in place.  Specifically, all staff will be responsible for adhering to those
policies and practice concerning Financial Controls Health & Safety and Data
Protection/Confidentiality.

Responsive to Change:

WAL is an organisation dedicated to development and as such all employees must be open to
change. The organisational duties and responsibilities highlighted in this job description are
indicative and may vary over time.  The post-holder is expected to undertake their duties and
responsibilities commensurate with the nature, level and scope of this post and to work
flexibly within the agreed hours to ensure that the needs of the Business and its service-
users can be met.

Women’s Aid in Luton is a Charitable Incorporated Organisation. Registered Charity No.1160555.
Our registered office address is 32 – 42 Duke Street Luton Beds LU2 0HH

Helpline: 01582 391856  |  help@womensaidinluton.org  |  womensaidinluton.org  |

 @womensaidluton