LGBTQI Domestic Violence Helpline Worker
Job Description and Person Specification

HOURS: Flexible. Minimum of one 4 hour shift per week, with more shifts available.

SALARY: £14.60 per hour (This is equivalent to £26,571 pa)

RESPONSIBLE TO:Helpline Manager

EMPLOYED BY AND BASED AT: Galop, LB Islington

Galop

Galop is the LGBTQI anti-violence charity, providing advice, support and advocacy to LGBTQI people who have experienced hate crime, domestic abuse and sexual violence. Galop also supports people who need help with the criminal justice system and is engaged on a strategic level to ensure issues affecting LGBTQI communities remain high on the agenda of commissioners, decision-makers and non-specialist service providers.

The National LGBT Domestic Abuse Helpline is staffed by helpline workers who provide support, both emotional and practical to callers with regard to LGBT related Domestic Violence and Abuse issues. The service operates seven days a week by telephone and a weekend web chat service.

Summary of Post

We are looking to expand the team of sessional workers to maintain diversity in the service we provide and to assist us with expanding our reach across all areas of the country.

The Helpline Worker will join a team and work on a rota basis to answer calls on our national LGBT DV Helpline from LGBT people experiencing domestic violence and abuse.

There is a genuine occupational requirement under the Sexual Orientation Regulations 2003 for this post. It is considered essential that post holders have experience of LGBT needs, and impact of discrimination as the Helpline is run for LGBT people experiencing domestic violence.

Key tasks are to provide a high quality service, which includes:

  • helpline support in the form of active, non judgemental listening, risk assessment, safety planning and signposting advice,
  • support to agencies,
  • promotion of the service, and
  • work in line with Galop UK ethos and values.

Job description

Helpline Duties

1.To provide helpline support in line with Galop’s National LGBT Domestic Abuse Helpline service.

2.To carry out assessments, signpost /refer and give appropriate safety planning advice.

3.To collect monitoring data, on all calls, email, chats, and other enquiries as required.

4.To build capacity of the helpline through the communication strategy, such as social media posting

5.To debrief at the end of each allocated shift.

6.To attend supervision, line management and other meetings as agreed with the Helpline Manager. (Please note that every 6 weeks there is a Saturday team meeting).

7.To adhere to all Galop policies and procedures.

8.To promote the service in relation to development of the National Helpline

9.To work closely with the helpline team

General

  1. Implement Galop’s Equality, Diversity and Inclusion Policy and ensure an anti-discriminatory and inclusive approach to all aspects of this role.
  2. Participate in general office duties, such as answering the telephone.
  3. Attend regular Galop staff team meetings, supervision meetings and whole-team events, as agreed, including Pride.
  4. Work cooperatively as part of the Galop team to develop high quality services and contribute to organisational development.
  5. Implement all of Galop’s policies and procedures and act in line with Galop’s ethos and values.

Person Specification

Experience and knowledge / Essential (E) or Desirable (D)
Experience in providing helpline advice and support / E
Experience in maintaining client confidentiality / E
Experience of working with vulnerable people in crisis / E
Knowledge of issues facing LGBTQI people experiencing domestic violence, with a thorough understanding of LGBTQI people’s lives and experiences / E
Knowledge of safety issues in relation to domestic abuse / E
Strong and demonstrable commitment to inclusive practice working with LGBTQI people from diverse backgrounds / E
Experience of providing webchat based client support / D
Ability to record required monitoring data / E
Experience of service promotion / D
Knowledge of services domestic abuse, and the role of criminal justice agenciesand procedures relating to domestic violence / E
Skills
Excellent written and verbal communication skills / E
Proficient in computer use and able to be administratively self-servicing / E
Proficient in use of webchat systems and social media / E
Excellent time management skills, with ability to prioritise. / E
Qualifications, training and other requirements
Willingness to be flexible with working hours including evening and weekends (with prioragreement and notice) / E
Evidence of formal or informal training, and commitment to continuing professional development, in fields related to the post. / D