Helpline Operator

Location: Douglas

Job Title:

Domestic and Sexual Abuse Helpline Operator Service:
Domestic and Sexual Abuse (DSA) Helpline

Location:

Hybrid role with various shifts within each operating window:
Office-based: 08:00 20:00 (Monday Friday) Home-based (remote): 20:00 08:00 (Monday Friday) Home-based (remote): 24/7 (Saturday and Sunday) Working Pattern:
Shift-based working including days, evenings, nights, weekends and bank holidays, in line with service rota requirements. Responsible To: DSA Shift Leader

Contract:

Fixed Term (initially to 31 March 2029) Rate of pay: £14.10 per hour Unsocial premium: 45p per hour: shift premium paid: 7pm to 7am weekdays. All hours Saturday & Sunday Role Purpose The Helpline Operator plays a critical frontline role in providing safe, trauma-informed, and survivor-centred support to individuals affected by domestic abuse and sexual abuse. The postholder will respond to helpline contacts across multiple channels (telephone, email, webchat, and other digital platforms where applicable), delivering support, risk assessment, safety planning, information provision, and referral into appropriate statutory and voluntary services.

The role requires a high level of professional judgement, emotional intelligence, and adherence to safeguarding, governance, and legislative frameworks. The Helpline Operator must operate within a robust ethical, legal, and organisational framework, ensuring confidentiality, data protection, and safeguarding responsibilities are always upheld.

Key Responsibilities 1. Helpline Service Delivery Provide empathetic, non-judgemental, and trauma-informed support to callers affected by domestic abuse, sexual abuse, stalking, harassment, and related forms of harm. Respond in a timely and effective manner to contacts across all helpline communication channels, including telephone, email, webchat, and digital platforms. Support callers in crisis, including those experiencing high levels of distress, dissociation, fear, or emotional dysregulation.

Manage calls involving complex needs, including repeat callers, high-risk cases, and callers with multiple intersecting vulnerabilities. Maintain professional boundaries while building trust and rapport with service users.
2. Safeguarding and Risk Management Adhere strictly to organisational safeguarding policies and procedures for adults and children duct comprehensive risk assessments, including identification of immediate danger, escalation factors, and protective factors. Develop and support safety planning with callers, tailored to their individual circumstances and level of risk. Recognise indicators of coercive control, honour-based abuse, forced marriage, sexual exploitation, and other forms of abuse.

Escalate safeguarding concerns appropriately, including consultation with appointed safeguarding person to enable appropriate referrals to statutory agencies where required. Ensure robust follow-up on safeguarding actions, including documentation, internal alerts, and inter-agency communication.
3. Assessment, Information and Referral Undertake thorough needs assessments to identify the most appropriate support pathways for callers. Provide accurate, up-to-date information on legal options, protective measures, and support services. Facilitate referrals to internal services and external agencies, including refuges, PSNI, housing executive. Signpost to other specialist support services e.g. ASSIST NI, Victim Support, Nexus, Womens Aid, MAP NI, MANI, Rainbow, Cara Friend, etc.

Support callers to make informed choices while respecting autonomy and consent. Liaise professionally with partner agencies and professionals where consent and information-sharing protocols allow.
4. Governance, Compliance and Legislation Work in full compliance with all organisational policies and procedures, including safeguarding, confidentiality, lone working, and health and safety. Maintain up-to-date knowledge of relevant legislation and guidance, including but not limited to:
Domestic Abuse and Civil Proceedings Act (Northern Ireland) 2021 Justice (Sexual Offences and Trafficking Victims) Act (Northern Ireland) 2022 Sexual Offences (Northern Ireland)…