job description - Suzy Lamplugh Trust



Job Title:


Reports To:

Full/Part time



Helpline Advisor, National Stalking Helpline


Helpline Manager

3 days/week


£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:

Service Delivery

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.

Service Development

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


Helpline Advisor

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

Personal Attributes

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