National Freephone Helpline Support Workers
Women's Aid is seeking three experienced, dynamic and motivated team members to join our National Freephone Helpline Department in 2026.
1. National Freephone Helpline Night Support Workers x 2
2. National Freephone Helpline Day Support Worker x 1
Women's Aid is seeking three experienced, dynamic and motivated team members to join our National Freephone Helpline Department in 2026. There are two 'Night Support Worker' positions and one 'Day Support Worker' position available for the right candidates.
The purpose of each role is to provide support and information to women experiencing abuse in intimate relationships on the Women's Aid National Freephone Helpline, online Instant Messaging Support Service (IMSS), Text and Email support, and to assist in ensuring maintenance and fulfilment of the responsibilities of the Helpline Service Department as a member of the Helpline Team.
Main Duties and Responsibilities
3. To respond efficiently and effectively to the service user's needs of the National Freephone Helpline, IMSS, text and email contacts.
4. To support and empower women experiencing abuse in intimate relationships by providing assistance and information on all their options including legal, financial, housing and making appropriate referrals where necessary.
5. To maintain accurate and relevant records through all medium of contacts; input data while on shift, and record trends and communicate same to Head of National Helpline Services, as necessary.
6. To provide on-going peer guidance and support to Helpline volunteers and other staff on issues relating to Helpline/IMSS/Email contacts, as required.
7. To input and maintain up to date and correct Helpline/IMSS/Text/Email statistics on the database.
8. To support with a structured induction to new Helpline volunteers & staff following their formal training, as required.
9. To assist in up-skilling of other staff or volunteers on correct and efficient use of the Helpline data collection system, as required.
10. To keep up to date with information of relevance to the Helpline Support Worker position (e.g. legal or policy updates/changes, and relevant changes to services which the Helpline make referrals to) and communication of same to the Head of National Helpline Services, as necessary.
11. To pro-actively remain informed and up to date on the overall work of Women's Aid (face to face services; campaigns; policy work).
More details available in the full recruitment pack below.
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