Helpline Advocate

The Live Fear Free Helpline is an award-winning, 24-hour helpline for survivors of domestic abuse, sexual violence, and all other forms of violence against women in Wales. We provide a listening and signposting service to survivors, family, friends, and professionals. In addition to our phone service, we also provide help and support via email, text message and web chat.  

Closing date: 15th July 2024 

Interviews:  24th & 25th July 2024. Interviews will be held in person at our office in Penygroes, near Caernarfon. 

The successful candidate will be a member of the Helpline team, reporting to our Helpline Team Leader As part of the job, you will: 

Respond to enquiries to the Live Fear Free Helpline received by phone, email, webchat or text to:  

• 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.  

• Evaluate and respond to need, and minimise 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 the established referral pathways.  

Full training will be provided.   

As part of this role, you will be expected to work shifts on a 24-hour rota. Weekend and night shifts are a necessary part of the role.  

Person Specification 

This post is open to women only under the Equality Act 2010 pursuant to Schedule 9, Part 1, this includes applicants with lived experience of being a woman.   We value diversity and are committed to ensuring that our organisation is an inclusive place to work. 

Do you have experience of: 

• Working within a domestic abuse, sexual violence, or violence against women service or similar.  

• Providing direct Helpline support services.  

• Shift work, particularly night shift work.  

• Safeguarding of adults and children.  

Do you have knowledge of: 

• An understanding of domestic abuse/sexual violence and the effects.  

• Good understanding of the services available across statutory and voluntary sectors which could support survivors.  

• Relevant knowledge of any, or all, of the following areas: Benefits, Legal issues, Housing, Safeguarding children and adults with additional support needs, Immigration 

Are you: 

• Able to communicate effectively in both Welsh and English, both orally and written with different individuals and organisations. 

• An excellent listener – With an emphasis on tact, empathy, patience and kindness.  

• Emotionally resilient with the ability to deal with emotive calls and contacts.  

• Able to prioritise workloads and to multitask in a busy work environment.  

• 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.  

• Able to carry out own administration, demonstrating good IT skills and the ability to learn new software.  

• Committed to your own learning and development, and able to take on new tasks with enthusiasm.