Helpline Practice Manager

4 weeks ago

Birmingham, United Kingdom NSPCC Full time

We believe here at the NSPCC that every childhood is worth fighting for – and our Services Directorate is proud to be at the forefront of protecting and supporting children and young people nationwide, providing a range of universal and national services, accessible anywhere in the UK, focused on protecting children and young people and preventing abuse especially at the times when they are most needed.

Already the leading specialist charity in our field, we're now reaching out to the public more effectively than ever before. The ability to listen, understand and advise could literally be life-saving skills on the NSPCC Helpline. Showing, empathy, sensitivity, and common sense, our dedicated teams provide emotional support and practical guidance to anyone who thinks a child may be at risk – or to those children and young people themselves.

You will use your significant experience in social care and safeguarding to support the Helpline Service Heads in delivering innovative frontline child protection advice and support services to members of the public and other safeguarding professionals across a range of services, including, but not limited to Local Authorities and the public sector. You will take a lead role in providing live support to staff from a variety of social care backgrounds and a wide ranging experience in safeguarding children.

As an organisation committed to Equality, Diversity and Inclusion, you will also understand the importance of racial and cultural difference, of disability and other protected characteristics to be able to respond to a diverse user group

To be successful in this role, you will need to have the following:

Ability to assess information received, risk and take appropriate action to safeguard children's welfare. Knowledge of child development, families and parenting A strong understanding of current child legislation and practice guidance. Experience in the provision of advice, counselling and providing assistance by phone and in writing to Service Users and other professionals Driven by making a difference and supporting the organisation's goals. Ability to build relationships with various internal departments as well as external authorities Ability to work effectively as a coach and manager Ability to control telephone conversations to a high standard, including handling distressed, confused or aggressive callers. Good IT skills

In return we offer:

Generous annual leave entitlement starting at 29 days per year Employee discounts on everyday goods and services offering up to 35% off your favourite brands Employee Assistance Programme (EAP) Pension Life Assurance Scheme Family friendly policies including paid parental and carers leave Bicycle and Season Ticket Loans Staff volunteering opportunities

The Helpline operates a hybrid-working model, with a requirement that one in three weeks is worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.

The post holder will be required to participate in a rota working pattern and support a team that covers the period 7.30am to 10pm on weekdays and 8am-7pm on weekends. This also involves bank holiday working/weekend working.

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.

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