Helpline Advisor, National Stalking Helpline
£22,000 pro rata
Purpose of Job:
To give guidance and information by telephone and email, and to support the Helpline Manager.
Duties and Responsibilities:
1. To respond as quickly and efficiently as possible to requests for help, which may be received via email or telephone, giving appropriate guidance to victims of stalking.
2. With the consent of service users, liaise with the police and other appropriate agencies to help the caller achieve a positive outcome in their case.
3. To work with the Helpline Manager to develop a new casework model.
4. To identify and maintain appropriate boundaries for all enquiries and recognise when and where to signpost enquirers for further help/information as appropriate.
5. To proactively continue to develop appropriate knowledge, attitudes and skills through regular reading of information and attending training courses.
6. To support the recruitment and training of helpline volunteers and to supervise volunteers on a monthly basis.
7. To assist volunteers with complex helpline enquiries
8. With the consent of service users, liaise with the police and other appropriate professionals, to help them achieve a positive outcome in their case.
1. To identify and follow up with any areas of development required on the Helpline Forum.
2. To assist with developing and maintaining a social media presence.
3. To seek support and information from other charities or agencies in regards to developing the National Stalking Helpline Forum.
1. Deputise for the Helpline Manager when required
2. Attend supervision meetings and appraisals
3. Attend and participate in team meetings and strategic away days
4. To act as a spokesperson for the National Stalking Helpline to media agencies. To communicate the Helpline and Trust’s ethos, aims and achievements.
5. To deliver training on stalking and/or personal safety as required.
6. Undertake any other appropriate duties as requested by the Helpline Manager
7. Work at all times within the policies and procedures of Suzy Lamplugh Trust
Skills, Knowledge and Experience
Experience of working with vulnerable people
Experience of delivering a telephone helpline or information service in either a voluntary or paid capacity
Experience of working in a line management structure
Excellent communication skills, both verbal and written
Excellent listening skills
Good IT skills, including Microsoft Word and Excel
Ability to maintain confidentiality and work in a non-judgmental manner
Ability to reflect on and develop own professional practice
Ability to work independently and as part of a team
Ability to interact and network with stakeholders
Experience of working as or with volunteers
Experience of developing an online social media presence
Experience of running or maintaining an online community (such as a forum)
Experience of working with issues of personal safety, stalking and harassment or similar
Able to use own initiative
Able to manage and prioritise workload
Calm and confident
Good attention to detail
Ability and interest in developing a service
Proactive self-starter with a desire to develop all areas of the role
Empathy with issues relating to personal safety and stalking and harassment
Ability to maintain boundaries and to empathise without getting personally involved in issues that may be raised by those contacting the helpline
Willing to work within the policies and procedures of Suzy Lamplugh Trust
Commitment to the work of Suzy Lamplugh Trust