Job Description

Salary:

23.400 per annum rising to 23,868 per annum on successful completion of probation

Hours:

37.5 hours per week , Monday - Friday 9am - 5pm

Holiday:

25 days annual holiday entitlement increasing to 30 days after 5 years service per annum plus bank holidays

Base:

Pool Innovation Centre, office based role.

Contract:

Fixed term until March 2026 with the potential for extension subject to future funding

About the Role

The Helpline provides a single point of contact and gateway for victims and survivors who have experienced domestic abuse within Cornwall. The Helpline Response Team provide a support and assessment service to domestic abuse victims by conducting telephone-based risk assessments, safety plans, information and advice as well as appropriate onward referrals within the Domestic Abuse and Sexual Violence pathways and Safeguarding. The post holder will be expected to receive referrals, input data, keep up to date case notes and records, contact clients referred to the Helpline by professionals, the public, the police and self-referrals, and provide a pro-active service to all victims of domestic abuse.


The post holder will effectively complete DASH risk assessments, address immediate safety through safety plans, and provide information, advice and onward referrals to ensure victims are supported to access services to which they are entitled. The post holder will work closely with case coordinators and the High Risk IDVAs within First Light.


The post holder will need to be a self-starter, conscientious, meticulous, highly motivated, flexible and able to work independently.

Key responsibilities:

+ Take domestic abuse telephone calls from the public and online referrals from victims and professionals + Prioritise responses to calls by carrying out brief initial risk assessments
+ Sign post referrals to relevant agencies and/or make integrated referrals through the service for ongoing support
+ Provide advice and guidance to callers
+ Undertake necessary training for the post
+ To adhere to the Data Protection Act 1998
+ Manage emails and all other correspondence
+ To maintain confidentiality as required within the role and to be able to work on issues of a sensitive or confidential nature in a confident and capable manner
+ To ensure that all documents are referenced, filed and easily accessed on the electronic filing system in line with ISO 9001 quality management
+ Attend regular line management supervision
+ To undertake any additional duties as may be required to deliver the service.

Essential requirements:

A Evidence of IT and computer literacy skills Developing and maintaining relationships with clients/colleagues/professionals and stakeholders Confident communicator with excellent telephone skills Knowledge and use of Microsoft Office applications (Word, Outlook, Excel) Knowledge and understanding of the dynamics of domestic abuse and its impact Handling confidential and sensitive information appropriately Understand and demonstrate a commitment to equal opportunities and diversity in policy and practice Flexibility and the ability to adapt according to the needs of the service Able to maintain personal and professional boundaries Able to self-evaluate and critically reflect on own practice

Added benefits:

A comprehensive induction and training programme. A wellbeing day per financial year (1st April to 31st March) Access to external supervision to discuss personal or emotional responses to traumatic cases, to ensure emotional and psychological wellbeing. Health and wellbeing resources including our staff Wellbeing Group, Staff Consultation Committee and active participation in our employee engagement platform. Access to an Employee Assistance Programme which includes a 24/7 telephone helpline offering medical, emotional and financial support. Working for an organisation committed to Equality, Diversity and Inclusion. We encourage applications from all sections of the community, and all backgrounds regardless of age, race, faith, disability, neurodiversity's, genders, gender expression or sexuality. First Light are a Disability Confident Committed Employer and have an LGBTQIA+ Staff Network. Annual pay review and employer contribution pension scheme.

Additional Information:

The successful applicant will be subject to a Disclosure & Barring check, and a social media check conducted by a third party organisation as part of our Safer Recruitment process. Any future offer of employment is contingent on the satisfactory completion of these checks, as well as the receipt of two satisfactory employment references, with one being from your current or most recent employer. Please note that in some roles staff may be required to work from a home/office base in accordance with our Hybrid Working policy.

Deadline for receipt of applications:

09:00 12/05/2025

Expected date for interviews:

To be agreed with suitable candidates.

If you do not hear from us within 10 working days of the deadline for receipt of applications, please assume you have been unsuccessful at this time. We reserve the right to withdraw this advert early for the right candidate, so we encourage early applications.

To apply:

Due to Safeguarding requirements we are unable to accept CVs as part of your application, or employ any candidate who has been a client of First Light within the last two years.


Please complete the application form on the top right of the advert on our website. Ensure that you outline your relevant experience and evidence suitability for the role against the role profile, which is a combined job description and person specification. Alternatively, you can email recuitment@firstlight.org.uk