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Helpline Advisor

2 months ago

Cardiff, Cardiff, United Kingdom Victim Support Full time

About the Role:

We are seeking a highly skilled and compassionate individual to join our National Contact Centre team in Cardiff as a Helpline Advisor - Support Specialist. As a key member of our team, you will play a vital role in providing support, information, and referrals to victims of and those affected by crime.

Key Responsibilities:

  • Respond to victims of and those affected by crime by providing support, information, and referrals to Victim Support services and other agencies.
  • Provide immediate support, advice, and trauma first aid referrals to victims of and those affected by major incidents and terrorism.
  • Work seamlessly across multiple services with different processes, procedures, and recording mechanisms.
  • Manage and respond appropriately to competing priorities, services, and needs.
  • Take disclosures and respond appropriately by either escalating the safeguarding concern to the 'Designated Safeguarding Officer' or to respond immediately to life-threatening situations.

Requirements:

  • Experience of working in challenging and changing environments with an emphasis on excellence in service delivery.
  • Experience of organizing and prioritizing a complex workload.
  • The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy, and control own emotions.
  • The ability to communicate effectively, verbally and in written form, including telephone skills.
  • Knowledge and understanding of:
    • Relevant agencies and resources.
    • The importance of confidentiality and safe working practice.
    • Diversity issues and principles.
    • The impact of crime.

About Us:

Victim Support is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support, and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.

Our Commitment:

We are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people, and vulnerable adults. We expect all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Our Values:

We strive to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organization with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

Equal Opportunities:

We are an equal opportunities employer and welcome applications from all sections of the community. We are committed to diversity and inclusion and aim to create a workplace that reflects the diversity of the communities we serve.