National Domestic Abuse Helpline Adviser (Multiple vacancies)

Website Refuge

National Domestic Abuse Helpline Adviser (Multiple vacancies)

Location Aldgate, London

Service/location/team National Domestic Abuse Help line

Approx. Distance

Job Profile Job Profile document

Role Overview

Job Title: National Domestic Abuse Helpline Adviser(Multiple Vacancies)

Location:  Aldgate, London

Salary: £28,104 per annum including London Weighting

Contract type: Permanent

Hours: 37.5 hours or 22.5 hours worked on a 24 hour rota including evenings, weekends and nights

Refuge is the UK’s largest provider of specialist services and we are proud to be a leader in our field and an employer of choice, with leading edge systems for supervision, quality management and development.  For more information on our work, please visit


We are recruiting National Domestic Abuse Helpline Advisers to provide support and information to women experiencing domestic violence and other forms of violence against women and girls (VAWG), family and friends supporting them, and associated professionals, by providing, trauma-informed emotional support and practical help, led by the caller’s needs.

You will participate in answering helpline calls on a 24 hour rota system, assessing each call individually to ensure the highest standards of support. You will be involved in making referrals to women’s refuges and other agencies where appropriate, and complete reporting and evaluation data for the service.

Essential Skills or Experience

You will have an awareness of domestic violence issues, together with the ability to assess the needs of callers to the helpline. In addition you will possess excellent communication and interpersonal skills combined with a non-judgmental and confidential approach to supporting women. You will be well organised and have a demonstrable ability to use Microsoft Office. The ability to remain calm and resilient is essential, as is an up-to-date knowledge of housing, criminal, civil and welfare rights legislation relating to domestic violence.


Refuge offers a variety of exciting opportunities to learn, develop and grow in your career. We recognise the value everyone brings to the organisation to achieve our aims and are dedicated to developing and rewarding our staff. More details of our benefits can be found in Job Information Pack.

Other information

Closing Date: 9:00am Wednesday 05 October 2022

Interview Date: W/c 10 October 2022

An enhanced Disclosure Barring Service (DBS) certificate will be required for this role.

Refuge is committed to equality, diversity and inclusion and welcomes applications from all sections of the community. This post however is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.

Special notes:

We will consider applications from candidates who are available to work 22.5 hours, 30 hours, or 37.5 hours a week. Please note however, due to the rota pattern in place applicants must be prepared to work on a 24-hour rota across all days of the week, weekend, evenings, and nights.

Successful candidates will be expected to work atleast two-night shifts per month. We are unable to agree to applicants only working certain hours and days of the week.

The Helpline Adviser role requires hybrid working, providing the applicant has an appropriate, secure home working environment. Some office work will be required, from our office in Aldgate.

Following a successful outcome from this interview, applicants will need attend two full weeks of  the Helpline Adviser Induction Training, which commences in week beginning 5th September  2022. We hope to hold some of the sessions at our office in Aldgate, but some of the sessions will take place remotely via video conference and it is therefore essential to have access to a PC or laptop, with an internet connection for the entire duration of the induction training.

Successful candidates must be able to attend 100% of the two week Induction training prior to starting on the the Helpline. If you think you may not be able to attend the induction during these two weeks in August 2022, please consider applying at another time.

Posted on: 20 September 2022
Closing date: 05 October 2022 at 09:00
Job ref: 0885
Tags: Social Care/Development, Social Work

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