Live Fear Free Helpline Advocate

• Caernarfon
• 1st September 2026

Website Welsh Women's Aid

Live Fear Free Helpline Advocate

Welsh Women’s Aid is a national organisation in Wales supporting third sector specialist services working to end domestic abuse, sexual violence, and other forms of violence against women. The Live Fear Free Helpline is now recruiting Helpline Advocates to join the team.

• Job Title: Live Fear Free Helpline Advocate
• Salary: £27,852.00 pro rata per annum
• Hours of work to cover a 24-hour, 7 day a week, 365 days per year rota which will include overnight shifts, weekends and Bank Holidays.
• Both full and part-time positions are available.
• Office-based role located around 7 miles of Caernarfon.

Closing date: 12pm, Tuesday 1st September 2026
Interviews: Friday 18th & Monday 21st September 2026

Interviews will be held in person at our office.
This post is open to women only under the Equality Act 2010 pursuant to Schedule 9, Part 1. We value diversity and are committed to ensuring that our organisation is an inclusive place to work.

Brief job description:

The successful candidate will be part of our Helpline team, reporting to our Helpline Manager and Team Leaders. As part of the job, you will:

• Respond to contacts to the Live Fear Free Helpline received by phone, email, webchat, text and WhatsApp.
• Provide a confidential information and signposting service to anyone experiencing domestic abuse, sexual violence and/or any other form of violence against women, and to those contacting the service on their behalf. These may be people who are distressed or unsafe and seeking immediate support and safety.
• Evaluate risk, safeguard and respond to need, minimising risk to those experiencing domestic abuse, sexual violence, or other forms of violence against women.
• Refer service users to appropriate support services making use of established referral pathways via IT systems and databases.

Full training will be provided.
See the recruitment pack for more detailed information.

Person specification
Essential skills:

• Ability to communicate effectively in Welsh and English, both spoken and written.
• An excellent listener – with an emphasis on empathy, patience, and kindness.
• Able to remain calm and make rational decisions under pressure or in crisis situations.
• Emotionally resilient with the ability to deal with emotive calls and contacts.
• Able to work from our office covering shifts on a 24-hour rota, 365/366 days a year.
• Able to carry out own administration, demonstrating good IT skills and the ability to learn new systems and databases.
• Able to prioritise workloads and multitask in a busy work environment.
• Reliable, punctual, and flexible.
• Ability to work on your own initiative, as well as part of a team.
• Organised, with the ability to record, report, and respond to problems affecting the Helpline service.
• Able to build positive working relationships with colleagues across the organisation.
• Committed to your own learning and development, and able to take on new tasks with enthusiasm.

Desirable skills:

• Experience of working with survivors of domestic abuse and sexual violence.
• Previous helpline experience.
• Experience of working shifts including unsociable hours.
• Experience of statutory and voluntary organisations that support survivors.
• Relevant knowledge of any, or all, of the following areas: Risk assessing, safeguarding, benefits, legal issues, housing, intersectionality etc.
• Experience of using telephony systems and completing stats and monitoring forms.

General responsibilities:

• Consistent and accurate inter and cross team communication regarding key projects and tasks to reduce duplication and increase collaboration.
• Ensure Welsh Women’s Aid works within relevant legal and regulatory frameworks with a particular focus on safeguarding, health and safety, data protection, equal opportunities, and quality assurance frameworks, undertaking risk assessments for activities as needed.
• Ensure Welsh Women’s Aid delivers best practice in promoting intersectionality and achieving equality and diversity across all services and functions.
• Take directions on projects and priorities from your line manager, which may vary.
• Responsible for undertaking any other duties appropriate to the position.

If this sounds like you, please apply using the following link: https://www.surveymonkey.com/r/RRR8YF9

Additional information can be found in the job pack available on our website: https://welshwomensaid.org.uk/join-us/work-with-us/

If you have any questions about the role, you can email us via recruitment@welshwomensaid.org.uk, annwilliams@welshwomensaid.org.uk or you can call us on 02920 541 551

To apply for this job please visit www.surveymonkey.com.