Helpline Operator

Job Title:Domestic and Sexual Abuse Helpline Operator

Service:Domestic and Sexual Abuse (DSA) Helpline

Location: Hybrid role with various shifts within each operatingwindow:

• Office-based: 08:00 20:00 (Monday Friday)
• Home-based (remote): 20:00 08:00 (Monday Friday)
• Home-based (remote): 24/7 (Saturday and Sunday)

Working Pattern: Shift-based working including days, evenings,nights, weekends and bank holidays, in line withservice rota requirements.

Responsible To:DSA Shift Leader

Contract: Fixed Term (initially to 31 March 2029)

Rate of pay:£14.10 per hour

Unsocial premium:45p per hour: shift premium paid: 7pm to 7am weekdays. All hours Saturday & Sunday

Role Purpose

The Helpline Operator plays a critical frontline role in providing safe, trauma-informed, and survivor-centred support to individuals affected by domestic abuse and sexual abuse.

The postholder will respond to helpline contacts across multiple channels (telephone, email, webchat, and other digital platforms where applicable), delivering support, risk assessment, safety planning, information provision, and referral into appropriate statutory and voluntary services.

The role requires a high level of professional judgement, emotional intelligence, and adherence to safeguarding, governance, and legislative frameworks.

The Helpline Operator must operate within a robust ethical, legal, and organisational framework, ensuring confidentiality, data protection, and safeguarding responsibilities are always upheld.

Key Responsibilities

1. Helpline Service Delivery

• Provide empathetic, non-judgemental, and trauma-informed support to callers affected by domestic abuse, sexual abuse, stalking, harassment, and related forms of harm.
• Respond in a timely and effective manner to contacts across all helpline communication channels, including telephone, email, webchat, and digital platforms.
• Support callers in crisis, including those experiencing high levels of distress, dissociation, fear, or emotional dysregulation.
• Manage calls involving complex needs, including repeat callers, high-risk cases, and callers with multiple intersecting vulnerabilities.
• Maintain professional boundaries while building trust and rapport with service users.

2. Safeguarding and Risk Management

• Adhere strictly to organisational safeguarding policies and procedures for adults and children at risk.
• Conduct comprehensive risk assessments, including identification of immediate danger, escalation factors, and protective factors.
• Develop and support safety planning with callers, tailored to their individual circumstances and level of risk.
• Recognise indicators of coercive control, honour-based abuse, forced marriage, sexual exploitation, and other forms of abuse.
• Escalate safeguarding concerns appropriately, including consultation with appointed safeguarding person to enable appropriate referrals to statutory agencies where required.
• Ensure robust follow-up on safeguarding actions, including documentation, internal alerts, and inter-agency communication.

3. Assessment, Information and Referral

• Undertake thorough needs assessments to identify the most appropriate support pathways for callers.
• Provide accurate, up-to-date information on legal options, protective measures, and support services.
• Facilitate referrals to internal services and external agencies, including refuges, PSNI, housing executive.
• Signpost to other specialist support services e.g. ASSIST NI, Victim Support, Nexus, Womens Aid, MAP NI, MANI, Rainbow, Cara Friend, etc.
• Support callers to make informed choices while respecting autonomy and consent.
• Liaise professionally with partner agencies and professionals where consent and information-sharing protocols allow.

4. Governance, Compliance and Legislation

• Work in full compliance with all organisational policies and procedures, including safeguarding, confidentiality, lone working, and health and safety.
• Maintain up-to-date knowledge of relevant legislation and guidance, including but not limited to:

• Domestic Abuse and Civil Proceedings Act (Northern Ireland) 2021
• Justice (Sexual Offences and Trafficking Victims) Act (Northern Ireland) 2022
• Sexual Offences (Northern Ireland) Order 2008
• Protection from Stalking Act (Northern Ireland) 2022
• Protection from Harassment (Northern Ireland) Order 1997
• Family Homes and Domestic Violence (Northern Ireland) Order 1998
• Children (Northern Ireland) Order 1995
• Safeguarding Board Act (Northern Ireland) 2011
• Human Trafficking and Exploitation (Criminal Justice and Support for Victims) Act (Northern Ireland) 2015
• Criminal Evidence (Northern Ireland) Order 1999
• Data Protection Act 2018
• UK GDPR
• Human Rights Act 1998

• Understand and apply information-sharing frameworks, including lawful bases for sharing information in safeguarding contexts.
• Contribute to audits, monitoring, and quality assurance processes as required.

5. Record Keeping and Data Management

• Maintain appropriate service user records in line with organisational and legal requirements, whilst upholding callers right to anonymity.

• Record call data, risk assessments, outcomes, safeguarding actions, and referrals accurately and in a timely manner.
• Ensure data is stored and handled securely in compliance with data protection legislation and organisational policy.
• Contribute to monitoring and evaluation through accurate data capture to support service reporting and funding requirements.

6. Professional Practice and Development

• Work autonomously and manage workload effectively, including prioritising high-risk contacts.
• Participate in regular supervision, line management meetings, and reflective practice sessions.
• Engage proactively in mandatory training, continuous professional development, and skills updates.
• Demonstrate resilience and effective self-care strategies when working with distressing and traumatic content.
• Contribute to a supportive team culture and always uphold organisational values.

7. Equality, Diversity and Inclusion

• Deliver an inclusive and accessible service to individuals from diverse backgrounds.
• Respond sensitively to callers with additional barriers, including language needs, disabilities, mental health needs, immigration status, or cultural considerations.
• Work effectively with interpreters and translation services when required.
• Demonstrate awareness of the impact of discrimination, inequality, and intersectionality on experiences of abuse.

8. Outreach and Service Development

• Support outreach activity, including distribution of promotional materials and participation in awareness-raising initiatives.
• Engage with professionals and partner organisations via phone, email, and events to promote the helpline.

• Contribute to the development and enhancement of helpline resources, referral pathways, and service improvements.
• Participate in structured feedback processes to support accountability and service user voice.

Person Specification

Essential Criteria

Education

• Educated to GCSE Standard with English and Maths at Grade C or above.

Experience and Knowledge

• Experience (paid or voluntary) of working in a supportive role with adults.
• Awareness and understanding of domestic abuse, sexual violence, and the impact on individuals and families.
• Knowledge of safeguarding principles and responsibilities when working with at-risk adults and children.
• Understanding of confidentiality, consent, and information sharing in high-risk contexts.

Skills and Abilities

• Ability to work independently, make sound professional judgements, and maintain safe working practices.
• Excellent verbal and written communication skills, including with callers in crisis and professional stakeholders.
• Strong listening skills and ability to respond with empathy and professionalism.
• Ability to conduct risk assessments and respond appropriately to escalating situations.
• Demonstrable administration and IT skills, including use of MS Office Packages, CRM to support accurate record keeping and data capture.
• Ability to manage emotionally demanding work and maintain professional resilience.

Desirable Criteria

• Experience of working on a helpline
• Relevant qualification or training (e.g. counselling skills, support work, safeguarding, trauma-informed practice).
• Demonstrable experience working with survivors of domestic abuse and/or sexual violence.
• Experience of risk assessment, safety planning, and risk management.
• Experience supporting callers with limited English proficiency or from diverse cultural backgrounds.
• Knowledge of the voluntary and statutory sector, including services available to survivors of domestic and sexual abuse.
• Experience of working within a helpline, crisis line, or similar frontline service.

Additional Requirements

• Willingness to work flexible shifts, including nights, weekends, and bank holidays.
• Ability to work office-based during core hours (08:0020:00) and remotely overnight (20:0008:00).
• Commitment to organisational values, survivor-centred practice, and continuous improvement.
• Enhanced Access NI check is required for the post.

Values and Professional Standards

All staff are expected to:

• Uphold the principles of safety, empowerment, dignity, and respect.
• Work in a survivor-led, trauma-informed, and ethically grounded manner.
• Maintain high standards of professional conduct and accountability.
• Promote a culture of safeguarding, learning, and continuous improvement.

Application details

ACCESS NI (Criminal Conviction Checks for Regulated Activity Posts)

• The successful applicant will be subject to an Enhanced Access NI check.
• The Access NI Code of Practice is available to applicants on request.
• Having a criminal record does not automatically prevent a person being employed by Nexus NI.
• If you are unsure what this is, please consult this website:
• As per Access NI Code of Practice Nexus NI has a policy on the recruitment of Ex-offenders which is available on request by sending an email to:
• All information disclosed will be handled in accordance with the Nexus NI policy on Keeping Information Safe which is available on request by sending an email to:

A full, clean driving licence is required for this role due to the need to travel between locations as part of normal duties.

We are committed to equality of opportunity and welcome applications from individuals with disabilities. If a disability prevents you from holding a driving licence, we will consider reasonable adjustments in line with our obligations.

However, applicants should be able to demonstrate that they can meet the mobility requirements of the post through alternative means, such as access to public transport or other suitable travel arrangements.

This job description is not incorporated into the employees contract of employment.

It is intended as a guide and should not be viewed as an inflexible specification. It may be varied from time to time in the light of strategic developments following discussion with the post holder.

Please visit our website for more information.

To Apply

Please note CV’s alone are not accepted. Please visit our website and download the supplementary questions for this role and submit this form along with your CV. Information how to apply is on our website.

Deadlines for applications is 12th October 2026 at 12pm.

WHJS1_NI

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