Community Response Officer Domestic Abuse

As Hourglass works towards a modern new vision based on community-led support, this exciting new role presents a unique opportunity to help us deliver a person-centred approach to tackling and preventing the abuse of older people across the outlined areas.

The model will provide specialist domestic abuse support for older victims.

Must be based in the Sussex area.

Great training programme offered.

**2.** **ROLE PROFILE**

2.1 The Community Response Officer (DA) will play a key role in shaping Hourglass’ response to meeting the needs of the vulnerable older population and their communities across the outlined areas. Working within our Community Hub structure (operating remotely initially, with the intention of establishing a physical base in the longer term), the postholder will be pivotal in helping us establish a one-stop-shop of information, advice and support services around the abuse of older people and safer ageing.

2.2 Delivering our services within the Hub, the postholder will support a team of volunteers, as well as shaping the delivery of a range of services to provide support from prevention right through to recovery.

**3.** **MAJOR DUTIES AND RESPONSIBLITIES**

3.1 **Hourglass Helpline**

3.1.1 Periodically supporting the UK-wide Helpline to provide support to callers across the UK. This will involve taking calls, as well as coordinating local volunteer availability.

3.1.3 To provide practical and initial emotional support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner. To ensure service users receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.

3.1.4 To explain safeguarding approaches to service users in a way that they can best understand, respecting their needs to receive as correct and as full information or advice as they are able to do, providing them with emotional support, and treating them with dignity and respect.

3.1.5 To make safeguarding referrals and liaise on behalf of service users who request or require such support, pursuing conclusions that are satisfactory to the service user.

3.1.6 Promoting, raising awareness of the Helpline service across the outlined areas, and notifying the Head of Community Services of potential funding sources.

3.1.7 Regularly liaising with the Helpline team to ensure consistency of advice, support and procedures; and notifying the Head of Support Services and Safeguarding or another member of management of any circumstance in which there may be an immediate risk to a service user and to act as authorised.

3.2 **Case work**

3.2.1 Undertaking case work and follow-up work to support Helpline callers/enquirers in the outlined areas who require more comprehensive support.

3.2.2 Working with the internal/external IDVA trained Community Response Officers to agree an appropriate triage of community-based referrals into the IDVA service.

3.2.3 Supporting the internal/external IDVA trained Community Response Officers with the handover of low risk clients and the run off of clients who require ongoing support

3.2.4 Develop comprehensive knowledge and understanding of the routes and support options open to those requiring casework support to provide a tailored and wide-ranging service, relevant to the unique circumstances of the outlined areas.

3.2.5 Creating and updating a directory of local support agencies across the outlined areas, and ensuring these are available on our website, our online Knowledge Bank, information booklets and other materials.

3.2.6 Making adult safeguarding referrals where necessary (and/or support volunteers to do so) on behalf of callers who request or require such support.

3.2.7 Developing a database of local signposting agencies to ensure Hourglass can refer callers to other sources of support where we do not have the immediate expertise inhouse.

3.3 **Other Community Response services**

3.3.1 To support the Community Response Coordinator and Team Leaders with the development and operation of the Community Hub in Sussex. The Hub will act as a one-stop-shop of information, advice and support services around the abuse of older people and safer ageing in the region.

3.3.2 Developing a network of Pop-up Advice and Support clinics to ensure safer ageing is highlighted across the outlined areas, and that Hourglass can bring its expertise to hard to reach areas and communities.

3.3.3 Working with local volunteering organisations to recruit volunteers for a range of Community Response and Helpline roles, with a particular focus on hard to reach and under-represented communities. This will include:

- recruiting, inducting and training new volunteers
- supporting with Disclosure and Barring Service (DBS) and reference checks for all volunteers
- coordinating tasks and supporting and supervising volunteers on a day-to-day basis.

3.3.4 Supporting with the