Address
Form of work
SalaryJob Title:Helpline Call Handler
Company:Karma Nirvana
Location: In-office
Salary: £22,000 - £24,500 dependent on experience
Read the full job description on our website and apply on our website:
https://karmanirvana.org.uk/about/vacancies/helpline-call-handler/
Application Closing Date: Sunday14th April 2024
Telephone interviews: w/c 15th April 2024 (approx)
In-Person Interviews: 17th-19th April 2024 (approx)
Overview:
We have an exciting opportunity to join the Karma Nirvana team as a Helpline Call Handler. You will be the first point of contact for all service users to the National Honour Based Abuse Helpline. We put our service users at the heart of everything we do, whether this person is a victim/survivor or a professional seeking advice and guidance. The primary service users are victims, survivors and professionals; however, the Helpline may also receive contact from other parties, such as victims’ friends, families, and the general public. Our ambition is to provide them all the highest possible quality of service. Our high standard of service depends on strong teamwork dynamics, offering a challenging and rewarding role if you want to make a difference and are committed to our charitable priorities.
About Karma Nirvana:
Karma Nirvana is the longest-established specialist charity dedicated to supporting victims and survivors of Honour Based Abuse (HBA). For close to three decades, we have led the campaign against Honour Based Abuse; supporting, educating and empowering all those impacted to live abuse-free.
We run the national Honour Based Abuse Helpline, train frontline practitioners and professionals, and campaign for change, working with parliamentarians and policy-makers. Central to our work is the voice and lived experience of survivors of Honour Based Abuse.
Key Responsibilities:
Service Delivery
• To be the first response to all contacts that come through to the National Honour Based Abuse helpline and online service, providing support to male and female service users.
• Through effective communication, identify a service user’s needs and assess the most appropriate support plan to help meet their needs. This will be in line of considering their needs, rights and current situation.
• Ability to provide a range of support services including sharing useful information and guidance, practical support, crisis interventions, safety planning, providing advocacy with professionals, referrals to appropriate agencies/organisations, emotional support, assistance in finding safe accommodation.
• Strong ability to collect, assess and summarise essential information in a written format. This information will need to be accurately recorded according to Karma Nirvana procedures and Karma Nirvana Helpline Support Services Guidance.
• Provide support demonstrating respect and understanding for a service user’s circumstances to increase their safety, understanding of Honour Based Abuse and its effects and making informed choices about their future.
• To empower service users to have a voice by providing information, guidance, support and advocacy.
• To act as an advocate on behalf of a service user where appropriate, including writing letters or making contact with professional agencies to advocate a service user’s concerns, potential risks and, where necessary, ‘professional challenge.’
• To deliver support on the Helpline and online service through empowerment and trust building
• Must fully endorse and practice a victim-centred and trauma-informed approach, utilising skills that build trust will all callers and online contacts
• Expected to demonstrate a commitment to work with flexibility when required.
Managing wellbeing, support and supervision for helpline staff
• Engage in processes for supervision as set out within Karma Nirvana Helpline Policies and Procedures
• Will provide support to colleagues during ‘check-ins’ and daily briefing and de-briefing
• Will promote Karma Nirvana helpline principles to support staff health and wellbeing
• Bringing to attention issues which may impact the health and wellbeing of themselves or colleagues
• Expected to work as part of a team, providing support and consideration to each other
• Will participate in external group supervision
Working within Karma Nirvana Policy, Procedure and Standards
• Always maintain a professional approach, adhering to Karma Nirvana Helpline policies and procedures.
Representing Karma Nirvana and promoting the work of the Helpline and Online Service
• Represent the expected standards and expectations when working on the Helpline, projecting standards both expected both internally and externally
Contribute to personal and team development
• Call Handlers will support internal processes to identify their training and development needs
• Call Handlers will promote an environment in which ongoing learning and individual
development is recognised as integral to the continued development of the Helpline
Contribute to the development of best practices and service development
• Will support organising the content of monthly helpline training sessions
• Will support internal processes to monitor and audit Helpline Quality and Standards
• Will support the development of useful resources for the helpline team to support call handling
• Will take responsibility to identify opportunities for improvement and development of the Helpline. This may include, but is not limited to, improvements to systems, policies, practice or procedures.
Employment Benefits:
Annual leave: 28 days per annum plus public holidays.
Pension Scheme: Employer contribution of 3%.
Employee Assistance Scheme: Confidential support and advice available 24/7.
External Supervision: Trauma-informed supervision for helpline staff.
Training and Development: Opportunities for career growth and team-building activities.
Apply now to be part of our mission to end Honour Based Abuse! Visit our website for more information.
The above post is not a Leeds City Council vacancy and has been advertised on behalf of the relevant organisation. To apply please follow their application instructions.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.
