3 Family support worker jobs in Charing Cross, Greater London

Join Addiction Family Support

Addiction Family Support is the leading UK registered charity supporting adults affected or bereaved by a loved one's harmful use of alcohol, drugs, or gambling.

Are you ready to make a difference? We're on the lookout for a vibrant, enthusiastic, proactive and collaborative individual with the right skills and experience to become part of our incredible charity.

Job purpose

To provide compassionate, non-judgemental emotional and practical support by telephone to people affected or bereaved by a loved one’s harmful use of drugs, alcohol or gambling (our clients). The Helpline Family Support Worker’s primary responsibility is to answer helpline calls during scheduled shifts, understand callers’ immediate needs and provide appropriate support, information and signposting.

Helpline support is informed by the principles of the 5-Step Method: listening and exploring concerns; providing relevant information; exploring coping responses; strengthening social support; and identifying further needs. These principles guide individual calls rather than a structured programme of one-to-one intervention.

About you

• Experience and/or knowledge and understanding of working with families and others affected by addiction in statutory or non-statutory settings.
• Experience and/or knowledge and understanding of the impact of harmful drug or alcohol use, gambling and bereavement on families and friends, or the demonstrable ability to learn this quickly.
• Experience of delivering first-contact services and responding sensitively to people seeking support, including people in distress.
• Experience of working within education, health, social care or the voluntary sector, and of working effectively as part of a team.
• Experience of assessing risk relating to vulnerable adults and children, recognising safeguarding concerns and taking appropriate action within agreed procedures.
• A minimum Level 2 certificated qualification or relevant experience in a related area, such as health and social care, education, counselling/therapy, or the drug, alcohol or gambling fields.

Key responsibilities

Scheduled helpline coverage

• Work allocated helpline shifts in line with the agreed rota (potentially including evenings and weekends) as required by the service and agreed working arrangements.
• Work independently when required, within AFS procedures and with access to the agreed escalation arrangements.
• Be ready to take calls at the start of each shift and remain available throughout the helpline allocated time, except for agreed breaks, necessary recording and authorised activities. Organise other duties around scheduled coverage.
• Notify the Services Manager promptly of absence, technical problems or other interruptions to coverage. Complete clear handovers of outstanding actions and concerns through agreed channels.

Telephone support

• Listen, reassure and explore each caller’s concerns, immediate needs, emotional distress, coping responses and existing support. Respond sensitively to addiction-related harm and bereavement.
• Offer relevant information and practical coping options, support callers to consider their own choices, and agree appropriate next steps.
• Maintain professional boundaries and explain the scope of the helpline and the limits of confidentiality.
• Identify appropriate AFS or external support and provide clear signposting or referrals in line with AFS procedures.
• Undertake follow-up only where agreed, necessary and within the helpline role.

Safeguarding and risk

• Identify and assess immediate risk and safeguarding concerns affecting callers, children or adults at risk. Respond within your training, role and AFS safeguarding procedures, seeking advice promptly where risk is unclear or a call is complex.
• Escalate safeguarding concerns promptly to AFS’s Designated Safeguarding Lead (DSL), with immediate escalation of urgent concerns. If the DSL is unavailable, use the alternative escalation route in AFS procedures without delay.
• Where there is immediate danger, follow AFS emergency procedures, including contacting emergency services where required. Record the concern, assessment, advice sought, decisions, actions and any agreed follow-up.
• Follow confidentiality, information-sharing and lone-working procedures. Share relevant information only through authorised channels and explain confidentiality limits to callers where appropriate.

CRM records and service monitoring

• Make accurate, factual and timely records of helpline contacts on Bitrix, AFS’s client management system, during or promptly after the shift in accordance with AFS procedures. Record relevant needs, support provided, risk or safeguarding concerns, signposting, referrals and agreed actions.
• Record safeguarding information in the designated records required by AFS procedures. Ensure urgent action and escalation take priority over routine administration, with records completed promptly afterwards.
• Keep records relevant, proportionate and secure. Follow AFS data protection and confidentiality requirements when accessing, storing or sharing personal information.
• Contribute to service monitoring and improvement through accurate contact data, feedback and identification of recurring caller needs or gaps in provision. Raise recording or service issues with the Services Manager.

Support for helpline volunteers and colleagues

• Provide guidance and practical support to helpline volunteers during allocated shifts, within agreed responsibilities. Respond to queries and support volunteers to manage difficult or complex calls and use the appropriate escalation routes.
• Offer constructive feedback and agreed debriefing after challenging calls. Escalate safeguarding concerns immediately and raise concerns about practice, boundaries, wellbeing or support needs with the appropriate manager.
•  Buddy and mentor new helpline staff and volunteers as agreed. Contribute to induction, training and shared learning within your competence, using AFS guidance and procedures.

Supervision and professional responsibilities

• Participate in supervision and reflective practice in accordance with AFS’s Supervision Policy. Use supervision to review practice, maintain boundaries, discuss complex calls and support your wellbeing; seek support between sessions when needed.
• Attend relevant team meetings, required training and appraisal and performance development activities. Contribute practical suggestions to improve helpline delivery and help keep caller information and signposting resources accurate and useful.
• Maintain a private, suitable home workspace and reliable access to approved telephone and IT systems for confidential helpline work. Report problems promptly and follow AFS remote-working procedures.
• Observe AFS policies and procedures, including safeguarding, confidentiality and data protection. Agree to an enhanced DBS check in line with AFS requirements.
• Carry out other reasonable duties requested by the Services Manager or CEO that are appropriate to the helpline role, your competence and service needs, with scheduled helpline coverage taken into account.