Helpline Support Worker

JOB DESCRIPTION AND PERSON SPECIFICATION

LocationThe Elm Foundation, 6 Fairfield Road, Chesterfield, S40 4TPEmployerThe Elm FoundationReports ToHelpline Team Service ManagerHoursFull-time hours: 35 hours per week. 11:30 am – 7 pm, Monday to Friday.ContractThis is a fixed-term contract until 31st March 2027.Salary£25,433- £27,546 per annum plus 3% employer pension contribution.Annual Leave25 days + Public holidays increasing to 30 days annual leave after two years in employment.Start dateImmediate

Job Purpose

Purpose of the Role

The Helpline Support Worker will act as the first point of contact for individuals seeking advice, information and support regarding domestic abuse. The role involves providing a high-quality, accessible Helpline and Assessment Service, responding to enquiries from victims, professionals and members of the public.

The postholder will provide information, emotional support, risk assessment and appropriate referrals to services including emergency accommodation, specialist support services and community-based support across Derbyshire and surrounding areas.

The role contributes to ensuring that individuals affected by domestic abuse can access the right support safely and at the earliest opportunity.

Key Responsibilities

Helpline Support and Enquiries

· Act as the first point of contact for individuals seeking support regarding domestic abuse via telephone, email and voicemail.

· Provide confidential advice, emotional support and information to women, men and young people experiencing domestic abuse.

· Respond to all enquiries in line with service protocols, safeguarding procedures and quality standards.

· Provide information about options, rights and available services, including refuge accommodation and specialist support services.

· Support friends, family members, professionals and colleagues seeking advice on behalf of individuals experiencing domestic abuse.

· Maintain a calm, supportive and professional response when managing distress, crisis situations or high-risk calls.

Assessment, Risk Management and Referrals

· Undertake initial assessments and risk screening for individuals contacting the service.

· Support the triage of referrals received from agencies and self-referrals.

· Implement Derbyshire referral pathways, including risk assessment, safety planning and referrals to appropriate services.

· Support individuals to access emergency refuge accommodation where required.

· Use Routes to Support and other relevant systems to identify refuge bed availability locally and nationally.

· Maintain up-to-date knowledge of local and national support services available to people affected by domestic abuse.

· Ensure referrals and support pathways are safe, appropriate and timely.

Case Recording, Monitoring and Administration

· Maintain accurate and timely case records and monitoring data in accordance with organisational procedures.

· Ensure all contacts and interventions are recorded in line with data protection and safeguarding requirements.

· Assist in the preparation of statistical reports and service monitoring data.

· Collect and record high-quality data required for monitoring, funding and reporting purposes.

· Carry out administrative duties necessary to support the effective operation of the Helpline service.

Safeguarding and Risk Management

· Identify and respond to safeguarding concerns involving children and vulnerable adults.

· Follow The Elm Foundation safeguarding procedures and Derbyshire County Council safeguarding guidance.

· Participate in information sharing in line with MARAC and safeguarding protocols where required.

· Contribute to the wider safeguarding support framework within the organisation.

· Ensure compliance with data protection and confidentiality requirements at all times.

Partnership Working and Service Knowledge

· Maintain a strong understanding of statutory and voluntary sector services supporting victims of domestic abuse.

· Work collaboratively with partner organisations and agencies to ensure individuals receive coordinated support.

· Keep up to date with legislation, policy and best practice relating to domestic abuse and safeguarding.

· Support the dissemination of information resources and promotional materials to raise awareness of the service.

Service Development and Team Contribution

· Contribute to service development, evaluation and continuous improvement.

· Participate actively in team meetings, supervision and organisational initiatives.

· Support the induction of new staff, volunteers and students where required.

· Participate in training and professional development opportunities.

· Contribute to the achievement of service targets, KPIs and performance frameworks.

Generic Duties and Responsibilities

Ensure service users receive appropriate emotional, practical and financial support in line with individual support and safety plans.

Work collaboratively as part of The Elm Foundation team, sharing relevant information appropriately and supporting colleagues to deliver a high-quality service.

Provide support, guidance and assistance to colleagues, students and volunteers, contributing to a positive team environment and helping to promote good practice across the service.

Assist with the induction and informal support of new staff, students and volunteers, where required by the Service Manager.

Work within the service performance management framework, ensuring targets and contractual KPIs are met.

Promote equality, diversity and anti-discriminatory practice in all aspects of work.

Participate in community awareness activities relating to domestic abuse.

Maintain accurate, confidential and up-to-date case records and monitoring systems in line with organisational procedures and data protection requirements.

Provide emotional and practical support to service users, ensuring that responses are professional, compassionate and person-centred.

Promote service user involvement and feedback to support continuous improvement and service development.

Maintain up-to-date knowledge of domestic abuse, safeguarding legislation, housing options, welfare benefits and relevant support services.

Assist with service monitoring and reporting requirements for internal and external funders.

Work flexibly to meet the needs of the service, including evenings, Saturdays and unsocial hours where required.

Ensure compliance with The Elm Foundation’s financial regulations, policies, procedures and codes of conduct.

Maintain awareness of security procedures, including alarm systems and CCTV where applicable.

Participate in supervision, appraisal, training and professional development opportunities as required.

Undertake administrative duties necessary to support effective service delivery.

Undertake any other duties reasonably requested by management.

Confidentiality

The postholder must maintain strict confidentiality regarding service users and refuge locations, in accordance with safeguarding policies and MARAC information-sharing protocols.

Equality and Anti-Discriminatory Practice

The postholder must demonstrate commitment to anti-racist, anti-sexist and anti-discriminatory practice across all aspects of their work.

Professional Conduct

All duties must be carried out in accordance with The Elm Foundation’s Code of Conduct and safeguarding policies.

Ability to commute/relocate:

• Newbold S40 4TP: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• Helpline: 1 year (preferred)

Work Location: In person

Application deadline: Friday 15 May 2026 at 5pm.Interviews: will be held the week commencing 18 May.

Complete the Application Form (below) and Covering Letter and email to: recruitment@theelmfoundation.org.uk REF: HSW