Helpline Support Worker job in Rotherham at Action

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Helpline Support Worker

Company: Action

Location: Sheffield UK

Date Posted: Feb 14, 2017

Helpline Support Worker Ref: HSW1 Action is a Registered Charity and Housing Provider.  We offer support to vulnerable individuals and families, enabling them to establish and maintain a home. Action empowers them to recognise what they can do and support them to develop the skills they need for their long term independence Action is looking to recruit two Helpline Support Workers for our Domestic Abuse Services in Sheffield.  In this role you will be the first point of contact for people seeking support and advice who are experiencing domestic abuse. You will also provide an information service for professional enquiries about domestic abuse, available services and refuge provision.  The post details are as follows:  Hours: 23.4 Hours per week Days: The post holder will be on a rota which can cover any days Monday to Sunday. We require some flexibility and are moving to extended hours in the near future which would then include working out of hours including weekends.  Salary: Up to £19,957 - Dependant upon experience Annual Leave: 25 days holiday + Company Pension Scheme Office Base: Sheffield The Candidate we are looking for must have: ·         Experience of working in a Domestic Abuse environment ·         An understanding of the impact and affects of DA for men and women , children and families·         Current knowledge of DA issues and definitions·         Ability to communicate a wide range of information and emotionally support people in crisis situations, and/or with complex needs·         Experience of providing advice, support or information services to a range of people·         Experience of using the DASH Risk Assessment tool is desirable·         Excellent communication skills and telephone manner Closing date:  3rd March 2017Interview date: 13th March 2017                                                                                              For an application pack please contact: Or Download an application pack from:    Helpline Support Worker Salary grade                            £15,962 - £19,957 Hours                                        23.4 hours/week Responsible to                       Service Manager  Contract                                    Permanent                                                Purpose of Role:  To contribute to the delivery of an accessible, high quality, Helpline & Assessment Service.To provide advice, assessment, support and pathways to people affected by domestic abuse over the telephone and by email.Specific Duties:  §  To ensure that all telephone, email and voicemail enquiries are responded to, working to agreed protocols and quality standards.§  To provide information and emotional support to women, men and young people who are at risk from domestic abuse, including arranging emergency accommodation, where appropriate, or referral to other sources for help and specialist support.§  To provide information on options and services available in Sheffield and the surrounding areas, to people affected by domestic abuse, and their friends, family members, colleagues or professionals working on their behalf.§  To use UK Refuges Online (UKROL) and all sources of information available when responding to enquirers, and keep up to date with refuge bed-spaces available in Sheffield and surrounding areas.§  To support the team to triage referrals from South Yorkshire Police.§  To keep up to date with changes in practice and legislation that impact on people affected by domestic abuse. §  To assist with the preparation of statistical reports as requested.§  Implement the Sheffield referral pathways and systems for risk assessment, safety planning and referral. To participate inpromotional activities for the service, as required, including dissemination of resources and leaflets. §  To participate in ongoing training activities, including assisting with induction of new volunteers, as required by the Service Manager.§  To contribute to team meetings and organisational priorities, to prepare and participate in supervision and appraisal.§  To participate in appropriate training and personal development opportunities. §  To carry out administrative tasks necessary to comply with the job role. §  To abide by all organisational policies, codes of conduct and practice, and to work within a framework of equal opportunities and anti-discriminatory practice. §  To refer any difficulties to the Service Manager.§  Contribute to the ongoing evaluation and development of the service.§  To work within the performance management framework for the service to ensure targets and KPIs are achieved.§  The post holder is required to work flexibly, which may include unsocial hours.§  To be part of the wider safeguarding support team within Action Housing and ensure the safeguarding and data protection guidelines are adhered to in accordance with Action Housing and Support’s policies and procedures and South Yorkshire Police.§  To collect any data specifically required by any parties that is high quality and easily transferable to adapt to organisation needs.§  Understand the role of all relevant statutory and non-statutory services available to domestic abuse victims. §  Remain up-to-date and compliant with all organisational procedures policies and professional codes of conduct and uphold standards of best practice.Keep up to date with and adhere to all key legislation connected to your work Person SpecificationExperience Required Experience of working in a Domestic Abuse environment Experience of providing advice, support or information services to vulnerable peopleExperience of using the DASH Risk Assessment tool.Ability to communicate a wide range of information and emotional support to people in crisis situations, and/or with complex needs Specialist Knowledge & SkillsAn understanding of the impact and affects of DA for men and women , children and familiesUnderstanding of the importance of confidentiality, data protection and information sharingAn understanding of the additional issues that impact on those affected by DA e.g. mental health, substance misuse, disability, BME & cultural issues, male victims.An understanding of the legal framework in relation to DACurrent knowledge of DA issues and definitions Misc.Local knowledge of Sheffield agencies and referral pathways·         NVQ 3 in Social Care or other relevant subject ·         CAADA or Women’s Aid training EducationComputer skills including all Microsoft packagesAbility to adapt and learn new IT and data management systemsGCSE English and Maths Grade A-C (or equivalent)Good written and verbal communication skills including an excellent telephone mannerGood organisational skills, the ability to work flexibly, on your own initiative and to prioritise workloadAbility to respond appropriately to people presenting in crisis over the phone Interpersonal & Communication SkillsCompassion and empathy with the service users Able to deliver  tasks in a timely and accurate fashionThe ability to be flexible and cooperative as part of a teamWillingness to continue further training and personal developmentOptimistic about the possibility of personal growth and changeExcellent time management skills and the ability to work quickly and efficiently to juggle multiple priorities·         Resilience and the ability to cope with the effects of difficult, intense and distressing cases of abuse   View full job description
JobCentre Plus1 week ago
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