Live Fear Free Helpline Advocate

March 2026

Dear Applicant,

Re: Live Fear Free Helpline Advocate

Thank you for the interest you have shown in the above post and in joining Welsh Women’s Aid
(WWA). For more information about our work, please see below or visit our website:
www.welshwomensaid.org.uk.

This document includes:

•  Detailed job description, key tasks, and person specification (pg. 2)
•  Working at WWA (pg. 4)
•  Recruitment process (pg. 5)
•  WWA Values, vision, and mission. (pg. 7)

Closing date: 12pm; Monday 13th April 2026
Interviews: Monday 20th & Wednesday 22nd April 2026

Yours faithfully,

Emily Watson
HR & Workforce Wellbeing Manager
Welsh Women’s Aid

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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Live Fear Free Helpline Advocate

•  £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 available.
•  1-year fixed term contract (Maternity cover).
•  Office-based role located around 7 miles of Caernarfon.

Closing date: 12pm; Monday 13th April 2026
Interviews: Monday 20th & Wednesday 22nd April 2026

Interview 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 or text.
•  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.

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.

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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•  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, flexible.
•  Ability to work on 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 direction on projects and priorities from your line manager, which may vary.
•  Responsible for undertaking any other duties appropriate to the position.

Working at Welsh Women’s Aid

In addition to a competitive salary, most of our roles can access the following:

Health & wellbeing:
•  Contributions to optician check-ups.

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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•  Access to a 24-hour employee support service, including access to in person/online

counselling, legal & financial advice and other benefits.

•  Clinical supervision sessions to support you in delivering your role.
•  Regular team catch ups (virtual and in person) to get to know colleagues and peer support.

Pension:
6% employer pension contribution following completion of a 6-month probation period.

Time off:
25 days of annual leave per year (pro rata), plus additional days in recognition of all recognised
bank holidays. Overtime is unpaid; time off in lieu is to be taken in collaboration with the line
manager. Staff at the Live Fear Free helpline will receive additional contractual annual leave
allowance in recognition of the 24/7, 365-day requirements of the role.

Personal learning & development:
WWA supports staff in identifying and pursuing opportunities to attend or undertake training and
personal development opportunities. This can include, but is not limited to, training courses,
conferences, access to learning materials and secondments.

Variation clause:
Welsh Women’s Aid reserves the right, following full and reasonable consultations with the
members of staff and their trade union or other representatives, to vary, add to or alter any of the
terms and conditions of employment attached to this post.

This job description will be reviewed annually and may need to be revised according to the
priorities of the current workload with the agreement of the Executive Board and the CEO.

 The performance of the post holder will be monitored through regular supervision by the line
manager and reviewed at each annual appraisal. The post holder is expected to produce regular
reports for monitoring and review by their line manager and Chief Executive as required.

Recruitment process

Applying for a job with Welsh Women’s Aid

Diversity, equity, and inclusion is at the heart of our recruitment process, as a result we use a
person-centred approach. This means we do not use CVs in our application process. Instead,

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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we believe in hiring the right person with the right skills, something not always reflected in a CV.
Our application process aims to give you a chance to tell us about previous experiences and
current skills that match our essential criteria for the role.

Before you fill in the application form look at the person specification (pg. 2) and decide how to
relate your skills, knowledge, and experience to each point. We believe in the value of
transferrable skills, so if you’ve got previous experience that demonstrates a skill, knowledge or
understanding in the person specification tell us about it! It doesn’t have to be previous paid
work either, it could be a volunteer opportunity, a community commitment or even
responsibilities or duties you have picked up in the home.

To be considered for an interview you will need to tell us how your skills, knowledge and
experience match the essential criteria from the knowledge.

Ways to apply for a role at Welsh Women’s Aid:
There are 3 different ways you can apply for one of our open roles:

•  By completing an online application form using the links on our website here.
•  OR click here to download an MS Word version of the application and submit it by email

to recruitment@welshwomensaid.org.uk.

•  OR request a paper copy by emailing recruitment@welshwomensaid.org.uk.

Shortlisting:
After the closing date, the application forms are considered very carefully to see how each
person’s skills and experience relate to the skills and experience in the person specification.
Applicants who best meet these requirements are shortlisted for interview. Applications are
anonymized prior to shortlisting to reduce bias and only the relevant sections are seen by the
shortlisting panel. Whilst we have an equal opportunities form included in our application
process this is not seen by the panel and is merely used to inform our recruitment reports.

Interviews:
The interview panel is normally made up of two or three people who ask each candidate
questions covering the relevant criteria, to allow you to expand on your application and show
how you meet the essential requirements of the post. Depending on the role, you may be asked
to complete a task/presentation either at or before the interview. You will have the opportunity
to ask questions about the job and about working at Welsh Women’s Aid at the end of the
interview.

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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Panel members keep a record of their assessment of each applicant so that the reasons for their
decision are clear and consistent.

Feedback:
If you are unsuccessful and feel that feedback on your interview would be helpful in applying for
other jobs, please contact us at recruitment@welshwomensaid.org.uk and a member of our
recruitment team will arrange this for you.

Due to the nature of the work we undertake, working for WWA is a rewarding but potentially
challenging environment. Our HR and Recruitment team are available if you would like to have
an informal chat about the role or if you have specific accessibility requirements you want to
discuss with a member of our recruitment team, you can call us on 02920 541 551 or send an
email requesting a call-back to recruitment@welshwomensaid.org.uk.

Our vision and purpose

We want a world in which women and children live free from domestic abuse, sexual violence,
and all forms of violence against women, and by doing so achieve independence, freedom, and
liberation from oppression.

Our values and approach

Welsh Women’s Aid is a feminist organisation, and our values are founded on commitments to
human rights, anti-discrimination, and freedom from oppression. We endorse global evidence
that violence against women, domestic abuse and sexual violence is gendered, a cause and
consequence of the unequal position of women and girls in society, a violation of human rights,
and is entirely preventable.

Our approach is founded on the following value-base:

We are feminist and value diversity of lived experiences – we amplify diverse
voices, recognising that identities and life experience impact on experiences of abuse and

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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access to support, safety, and justice. We advocate ending violence against women and girls
alongside the liberation of all women and girls from multiple oppressions like sexism, racism,
classism, homophobia, ageism, ableism, transphobia, to attain social justice for all.

We promote integrity – we are accountable, and place survivors’ voices and their lived
experiences central to our work. We encourage respect, transparency and learning from
experience, we challenge misuse of power and promote social responsibility in all we do.

We collaborate – we work with survivors, specialist services, other organisations,
individuals, and communities, to capacity-build services and to evidence and deliver what
works in preventing violence against women, domestic abuse, and sexual violence.

We empower – we advocate a rights-based approach so that all women and children can
achieve their full potential, and we promote services led by and for women/minoritised groups
as being vital to meeting needs and to achieving social, economic, and political liberation from
patriarchy, racism, and other oppressions.

We transform – we are committed to challenging inequalities and discrimination, to
combining high-quality services with activism for social change, and building a movement that
ends violence against women and girls and liberates women and girls from multiple and
intersecting oppressions to benefit everyone.

Our values and approach underpin our work nationally and that of our members. We are
committed to building Change That Lasts which supports survivors of all forms of violence
against women, and their children, to build resilience, and leads to independence through a
strengths-based, needs-led, trauma informed approach to all our work. To read about our
values, mission, and approach in more detail or the Change That lasts model head to our
website.

Vision, mission & values: Welsh Women's Aid (welshwomensaid.org.uk)

Change That Lasts: Welsh Women's Aid (welshwomensaid.org.uk)

Pendragon House, Caxton Place  |  Pentwyn, Cardiff  |  CF23 8XE
Tel: 02920 541551
info@welshwomensaid.org.uk  |  www.welshwomensaid.org.uk

Welsh Women’s Aid is a registered charity in England and Wales, No. 1140962
and a company limited by guarantee registered in England and Wales, No. 07483469

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