Helpline Jobs

Endometriosis UK Support Services are a lifeline for those affected by endometriosis who have nowhere else to turn while they wait for a diagnosis, treatment, and care. We run a successful helpline delivered by volunteers with lived experience of endometriosis, who understand the challenges of living with the disease. Our volunteers provide vital emotional and practical support to those affected by endometriosis.

We have experienced an increasing demand for our services, with a 1230% increase in calls to our Helpline between 2020-2023. The pandemic has left a legacy of delays accessing endometriosis surgery, treatment, and care. Waiting lists across the country are now 60% longer than prepandemic levels. Even with a diagnosis, support can be difficult to access. 72% of those with endometriosis were not given any written information when diagnosed, and 81% report endometriosis has negatively impacted their mental health.

Thanks to the generous support of the community, we are now in the position to expand our support services to include a new specialist support line. The new nurse-led support line recognises the growing need for specialist advice and information offered endometriosis community.

We are looking for an endometriosis clinical nurse specialist to lead on this service, delivering phone and email support for those affected by endometriosis. Working closely with the Head of Support and Information and Specialist Advisor, the Support Line Manager will contribute to the set-up, launch and delivery of this service. This will include recruiting two helpline advisors and designing methods of monitoring and evaluation.

We would accept a job share ensuring the partnership covered 5 days a week, 8.5 hours a day.

Location: Remote or Office-based (London Bridge) or Hybrid (2 days working from home).

Closing date for applications: 1pm Friday 9th August

Interview dates: Will take place around Tuesday 27th August (Exact dates to be confirmed).

Are you driven by social justice issues? Do you want to help people people disenfranchised and stigmatised as a result of their circumstances?Have you completed your LLB, GDL, or SQE1, and have at least 06 months’ experience in providing social welfare legal advice and casework in crime, housing, benefits or debt. then maybe this role is for you!

We are looking for a Legal Adviser to join our social justice legal team and will be required to deliver a minimum of 2 services through our in-person and ‘virtual’ legal services to clients attending alcohol/drug treatment centres, homeless day centres, and sexual health clinics. The legal advice, assistance and representation we provide has a particular focus on debt, housing including homelessness, and welfare benefits. The post holder will also be required (after a period of induction and/or training) to provide advice on Release’s national legal helpline pertaining to the criminal law and the criminal justice system related to drugs offences, and broader legal advice through our new Harm Reduction Hub drop-in service. In addition to the delivery of legal services, the postholder will also be required to assist with the policy work undertaken by the organisation.

We are also developing an immigration service which will be available from early 2025 and will be available to a limited number of host services initially. We have been successful in tendering for legal aid contracts for Community Care and Public Law from September 2024, and there may be opportunities for the post holder to work within these in the future.

MAIN OBJECTIVES

• To deliver, under supervision, high quality legal services to clients at centres in the London area, and with training deliver our 'virtual' legal outreach service to clients.
• To provide advice, casework and (where appropriate) representation in the category of welfare benefits, housing and debt.
• To provide legal advice on the national helpline and through the Harm Reduction Hub to those impacted upon by the drug laws or have legal problems due to their drug use.

If you think you have the drive and enthusiasm then this could be for you!

About us

SurvivorsUK exists for men, boys and non-binary people who have experienced any form of sexual violence. 

We support – by providing services such as a helpline, counselling, ISVA and groupwork.
We challenge – by raising public awareness of the issue, and dispelling myths
We build – by creating and facilitating networks for better access to help

Role

In this exciting role, you will provide pro–active emotional, practical and advocacy support for male and non-binary survivors who have experienced any form of sexual violence and are engaging (or considering engaging) with the criminal justice system. 

Our ISVAs work with clients currently residing in any London borough, or if the abuse was committed in any London borough. Some travel to London will be expected.

We consider people from a wide range of educational backgrounds and work experience. What matters is that you are empathetic and will support the specific needs of our clients.

Please see attached Job Description and Personal Specification for more information.

Benefits of Working with Us

- We are a Disability Confident Employer
- Access to Employee Assistance Programme
- Access to Clinical Supervision, if relevant for your role
- Acces to gym at our Hackney Wick offices
- Commitment to your professional development

How to apply

To express an interest in the role and to be considered, please review our JD and Personal Spec and submit the following:

• An up-to-date CV.
• A supporting statement that addresses the requirements in the person specification and outlines your motivations for applying.

Closing date: Sunday 4th August 2024 at 11.30pm
Shortlisting for Interviews: Week beginning the 5th of August. The interview will be held remotely via Teams or Zoom.

We encourage applications from people who share some of the identities of our service users (men and non-binary people), and from people from communities experiencing structural oppression, including Black and Asian, trans and disabled people. SurvivorsUK is committed to continually reviewing and developing our practice as an equal opportunities employer.

Please let us know if you would like any assistance or adjustments during the interview process. We are here to support you in any way we can.

Are you passionate about supporting older people with dementia and their carers to enage with activies across Lewisham? If so, we want to hear from you! 

Age UK Lewisham and Southwark is looking for a part time coordiantor to deliver arts and crafts, physical exercise and singing groups for people with dementia in Lewisham. You will be delivering the programme with the support of our volunteers and working directly with freelance workers and community partners.

The successful candidate will have a good undersatnding of the needs and issues affecting older people including dementia awareness. 

They will be able to work as part of a team and travel within Southwark and Lewisham. Great interpersonal skills required along with the ability to work to Age UK Lewisham and Southwark’s values to empower and enable older people to lead fulfilled lives.

Employee Benefits:

• 26 days annual leave + bank holidays (pro rata)
• Additional 1 day leave for Birthdays
• Access to an Employee Assistance Programme including access to a helpline for partners and dependents
• Generous contractual sick pay scheme, allowing staff to recover without the worry of loss of income
• CycleScheme members – enabling employees to save 25-39% of the cost of a new bike & accessories whilst also spreading the cost
• TechScheme members – enabling employees to purchase tech and home furnishing through AUKLS and spread the cost from their salary

AUKLS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

For full details, please download the Recruitment Pack which includes a Job Description and Person Specification.

Closing date for applications – 9am on Monday 12 August 2024.

Interviews will take place week commencing 19 August 2024 at Stones End Day Centre, Southwark.

About the role

This role builds on work that we have been doing for decades to support and empower LGBT+ people who have experienced sexual violence. Your work will enable LGBT+ people to feel supported, heard and empowered in the face of abuse and violence, and pave the way to a safer future for our community.

You will work directly with LGBT+ victims/survivors, offering them a space to talk and think through options, helping them plan what they want to do, and offering assistance in getting what they need from services. Your work will focus on needs specifically related experiences of sexual violence, including issues such as wellbeing, support with the criminal and civil justice process, safety and access to other services to enable survivors to cope and recover. You will be empathetic and thoughtful in your approach to understanding your clients’ needs, while remaining boundaried and mindful of self-care.

You will sit alongside our other advocates supporting LGBT+ people facing abuse or violence. You will work with mainstream services to ensure the voices and experiences of LGBT+ survivors are represented in order to make change for our community at a local and national level. You will also work closely with key partner organisations by attending meetings and have the opportunity to take part in external work to ensure a joined-up approach among services working with LGBT+ people facing abuse and violence. 

This is a pivotal moment in Galop’s journey. We have grown quickly over the last six years and you will be part of the future of our work. You’ll help us reach, support and assist more of our community nationally. You’ll be helping to amplify the voices of LGBT+ survivors of abuse, and ensure that they are at the centre of Galop’s service.

About you

We’re looking for someone who is passionate about supporting LGBT+ people who have experienced sexual violence. You will have a deep understanding of the unique challenges faced by LGBT+ people and be committed to providing empathetic, person-centred support. You will be able to handle sensitive situations with care and professionalism, maintaining strong boundaries while being supportive and empowering.

You will have expertise in delivering needs-led specialist support services and you will need to be solutions-focussed and enjoy working collaboratively across a diverse and committed team. You’ll need to have good resilience and self-care and be prepared to work in an environment where abuse and violence are regularly talked about. You’ll need to understand the impact of trauma and how that affects our team. In-house support, upskilling, and training will be provided – you don’t need to be an expert in abuse and violence to be the right person for this role.

There is a genuine occupational requirement under the Sexual Orientation Regulations 2003 for this post. It is considered essential that post holders have experience of LGBT+ needs, and impact of discrimination as the Helpline is run for LGBT people experiencing domestic violence.

For more information about this role, including the essential and desirable criteria, please download the attached job description.

Location

London and Remote option available. 

Hours

Full Time (35 hours per week)

Contract

Fixed Term until 1/4/2025 (extension subject to funding)

Reports to

Advocacy & Support Manager/Senior Advocate

Salary

£27,230.31 to £36,008.37 (Including inner London Weighting if living in London and/or working from Galop Building).

Closing Date 

Applications should be submitted by 10:00am on Monday 5th August 2024.

Interviews will be held on Monday 12th August or Tuesday 13th August 2024.

We're looking for an empathic and energetic Helpline Co-ordinator to join the Helpline Management Team.  You'll be working closely with our Helpline Supervisor and Helpline ISVA (Independent Sexual Violence Advisor), co-ordinating the smooth running of all aspects of TST’s Helpline service supporting survivors of rape, sexual abuse, harassment and bullying.

You will also provide administrative, practical and emotional support for TST’s survivor forum meetings.  Experience of supporting group sessions will be an advantage.

You will ideally have a background in recruiting, training and supporting volunteers.  Effective communication skills, both written and spoken, are essential and you will be able to work sensitively and confidently with difficult topics.

You will be responsible for supporting and attending internal meetings, co-ordinating rotas and supporting the Helpline and Call Handlers during opening hours.

You will maintain accurate records and part of your role will include gathering statistics for monitoring and reporting processes.

You will ideally have previous experience of working on a helpline and/or working in the voluntary sector, but please don’t be put off from applying if you don’t meet all requirements.  The right candidate will be an effective communicator in a friendly and professional manner, with excellent IT skills and a passion to support survivors.

Skills/Attributes

¨ Good IT skills (essential)

¨ Be trauma informed with mental health understanding

¨ Experience in Group sessions for survivors.

¨ Experience of recruiting, training, co-ordinating rotas and supporting the Helpline and Call Handlers.

¨ Effective use of communication skills, particularly in connection with sensitive issues

¨ Effective communicator

¨ Awareness of issues of confidentiality

¨ Ability to self-motivate and prioritise

¨ Ability to work at times under pressure and to work within directed time scales

¨ Reliability and flexibility to the Project in relation to hours of work.

¨ Commitment to equal opportunities and anti-oppressive practice

You will be required to complete DBS clearance to work at The Survivors Trust.

Hours: Full time, 35 hours per week, Monday to Friday, with occasional evening and weekend meetings.

Location: Opportunity for Hybrid working although required to attend TST’s office in Rugby for bi-monthly meetings and other key occasions.

Annual leave and benefits:

- 28 days leave not including bank holidays

- Pension scheme with employer contributions of 6%

- Home working allowance

- 24/7 Employee Assistance Programme

- In-house training provided

Closing date:            Sunday, 4th August 2024 11.30pm.  We reserve the right to close this position early if we find a suitable applicant, please submit your application as soon as possible. 

Interview date:  Friday, 9th August 2024

Second interview:  Friday, 16th August 2024 – with presentation at TST’s offices in Rugby

About The Survivors Trust

The Survivors Trust is a UK-wide membership organisation for specialist voluntary sector rape and sexual abuse support services.   Our vision is for a society where services for survivors are trauma-informed and accessible according to need.  Survivors and their partners, parents, families and supporters have a right to support and justice can access the right service for them at the right time, free of charge, and according to need.

We have over 120 member organisations in the UK and Ireland providing counselling, emotional support and advocacy for women, men, young people and children who have been affected by rape or sexual abuse/exploitation at any time in their lives.

We support our member agencies by providing a wide range of infrastructure support including regional meetings, networking events, specialist forums and workshops and representing our member agencies in national meetings.  We provide accredited training for Independent Sexual Violence Advisors and bespoke training and workshops for professionals and organisations.  We run a national helpline for anyone who has been affected by sexual violence in any way including victims and survivors, family members, partners and professionals working with survivors.

Salary range £38,000 - £41,000 per annum (£22,800 - £24,600 per annum pro-rated) | 21 hours per week (part-time) | Permanent

Hybrid working from WGN’s main office based in Vauxhall, with travel across London and opportunities for remote working

About us

Women and Girls Network (WGN) was established in 1987 and has spent over 30 years supporting women and girls across London affected by gendered violence. This includes childhood sexual abuse, domestic violence, rape, prostitution (including trafficking and sexual exploitation), female genital mutilation (FGM), and so-called 'honour' based crimes such as forced marriage.

Our goal is to promote, preserve, and restore the mental health and wellbeing of women and girls, to empower them to make a total and sustainable recovery from the experiences of violence.

About the role

Are you a passionate and dedicated practitioner ready to lead a vital service supporting survivors of violence against women and girls (VAWG)? We are seeking a caring and experienced individual with an uncompromising and intersectional analysis of gendered violence, to lead Women and Girls Network’s (WGN) Sexual Violence Helpline Team.

WGN is committed to providing innovative, trauma-informed, and culturally appropriate support to survivors of VAWG. Our Sexual Violence Helpline offers emotional support and information to survivors of sexual violence aged 14 and above. As the Sexual Violence Helpline Manager, you will lead and develop our Helpline service, ensuring consistent high-quality, survivor-led support. You will provide leadership, guidance, and support to your team, ensuring our service is responsive and effective.

You will lead and support the Helpline Practitioners and Volunteers, ensuring shifts are resourced. You'll oversee day-to-day operations and safeguarding issues, promote and represent the service internally and externally, and ensure accurate record-keeping and data analysis. You will foster a collaborative team environment, support professional development, and maintain high standards in helpline support.

This is a role leading an enthusiastic, committed team making a real difference in survivors’ lives, offering an opportunity for a skilled leader to develop the service and themselves

Interview details

Interviews are expected to take place remotely on 28th August 2024, however, please note that dates may be subject to change.

Further Information

This post is subject to satisfactory references and a DBS check.

WGN’s employee benefits include: 3% pension contribution, enhanced leave entitlement and an Employee Assistance Programme, as well as the opportunity to work with a leading multi-cultural, women-led feminist charity.

We welcome and encourage applications from women of all backgrounds. We particularly welcome applications from Black, Asian and Ethnic communities.

WGN is an equal opportunities employer. Posts are exempt under the Equality Act 2010, Schedule 9, Part 1.

Summary

Salary: Starting salary at £24,525.54 - £27,597.03 (depending on experience)

Hours: 35 hours per week

Location: Birmingham (at MWNUK offices)

Job Type: Permanent (subject to funding)

Deadline: Midday on Friday 2nd August 2024

Interviews: Week commencing Monday 12th August 2024

Start Date: Monday 19th August 2024

About Us

Muslim Women’s Network UK (MWNUK)  is an award-winning national charity based in Birmingham working to advance equality and social justice for Muslim women and girls. MWNUK achieves its aims through research, campaigning, training, engaging with its membership, evidence-based advocacy, and by operating a culturally sensitive helpline and counselling service.

Who we are looking for?

A highly motivated and organised individual who is passionate about women’s rights and has management experience of leading a small team, able to plan ahead, work with minimal supervision and able to use own initiative.

Job Description

Purpose of the Role

The Helpline Manager will manage and provide support and advice to a team of Helpline Support / Case Workers and Helpline volunteers who will be handling calls. The role will also include occasionally providing helpline cover during staff shortages. The helpline supports women on more than 45 different issues with the majority of call related to various forms of violence and abuse as well as mental health and wellbeing.

The Helpline Manager will be responsible in ensuring that the service continues to be culturally sensitive and be able to respond to a diverse population of women with complex needs. A significant part of the role will encompass managing staff / volunteer rotas, monitoring staff performance, identifying and managing safeguarding issues, ensuring that the helpline database is being maintained and providing helpline data to other staff. The role will also include attending external stakeholder meetings and raising awareness of the helpline service. The Helpline Manager will also have some involvement in other MWNUK projects, services and activities as required. The role requires a proactive, organised and practical approach to ensure MWNUK’s projects are delivered effectively and efficiently, providing high quality support and customer service across the organisation, both internally and externally.

Main responsibilities

· Supervising the Helpline team of 11 staff (however this is equivalent to 3 full time staff per day only) and ensuring there is sufficient helpline cover and monitoring their wellbeing.

· Recruiting and training helpline volunteers and staff with the support of senior management and ensuring their development needs are flagged up.

· Monitoring performance of helpline staff through monthly supervision meetings and annual appraisals.

· Identification, handling and recording of all safeguarding risks and issues for both children and adults, including in instances of domestic abuse, forced marriage, honour-based violence, sexual abuse, self-harm, isolation, housing, marriage and divorce etc.

· Reviewing helpline cases before they are closed ensuring the data has been properly recorded.

· Monitoring helpline data and identifying any trends and sharing them with senior management and the Advocacy Officer.

· Maintenance of accurate records, online databases, filing systems and computer files and gathering of statistics as required by the Operational Director and / or CEO and external evaluating consultant.

· Maintenance of all information in line with confidentiality and data protection policies while observing professional boundaries at all times.

· Holding monthly helpline team meetings and sharing learning as well as identifying and sharing interesting cases with senior management and the Advocacy Officer.

· Attending external meetings e.g. MARAC meetings, engaging with police and social services.

Other duties

· When required (i.e. when there are staff shortages) provide cover on the helpline and respond to phone calls, emails, texts and webchat in a faith and culturally sensitive manner.

· Keeping up to date with helpline issues such as forced marriages, domestic violence, honour-based violence, sexual violence, female genital mutilation, mental health, discrimination and women’s rights – including assisting with projects and services on these issues.

· Promoting the helpline’s services to a range of stakeholders.

· Occasionally (if required) delivering training workshops and leading discussions online and in schools, colleges, and community organisations on issues such as forced marriages, domestic violence, FGM, honour-based violence, child sexual exploitation etc.

· Carrying out duties to support to the Operational Director and / CEO.

· Attending training as required.

· Undertaking outreach work if required.

Person Specification

· Strong experience of dealing with minority ethnic women particularly from Muslim communities who have suffered domestic violence and other forms of abuse such as forced marriage, honour-based violence, sexual violence, mental health issues etc.

· Knowledge of key issues that will arise on the helpline such as domestic violence, forced marriage, honour-based violence, sexual violence, mental health, hate crime etc.

· Strong experience of identifying and handling safeguarding issues for both children and vulnerable adults.

· Experience of managing, supporting and supervising a small team.

· Second language such as Arabic, Bangla, Punjabi or Urdu.

· Excellent IT skills (word processing, databases, spread sheets and Outlook).

· Able to build relationships with whilst maintaining professional boundaries.

· Proactiveness, enthusiasm and commitment along with an honest and trustworthy approach to the role.

· High level of professionalism when dealing with internal and external stakeholders.

· Strong organisational and interpersonal skills with solid communication skills – written and verbal.

· Experience of effective teamwork i.e. listening (including taking on feedback), being respectful and instilling confidence and motivation into staff and volunteers.

· Ability to work independently without supervision and being able to use initiative.

· The ability to work in a positive manner, under tight deadlines.

· Understanding of and adherence to confidentiality and data protection issues and an understanding of maintaining professional boundaries.

· Understanding and knowledge of the voluntary / non-profit women’s rights sector.

· Drive and willingness to go above and beyond role and be able to demonstrate a commitment to women’s rights.

Application Process

· 1st Stage: Please email your current CV and a cover letter outlining your suitability for this role  by midday on Friday 2nd August 2024.

· 2nd Stage: Shortlisted individuals will be invited to attend an interview in week beginning 12th August 2024.

(Please note we will be unable to provide feedback at stage 1 of the application process)

Further Information

· Basic DBS clearance is required.

· If successful, references will be requested. To help speed up the process please include references in your CV.

· Please note that in accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only.

Thirtyone:eight, the UK’s leading Independent Christian Safeguarding charity, is looking for a Helpline Assistant. The role involves assisting colleagues within the Disclosure and Training department to provide a first-class service concerning disclosure check processing and basic training enquiries. You’ll get to work in a supportive and rewarding environment and have the opportunity to make a difference to our callers.

For more details and to apply, please visit our website.

Do you have the commitment and resilience needed, to work with some of the most vulnerable people in our communities? If the answer is yes, please read on.

About the role:

As Specialist Project Worker Complex Needs, you will work creatively and collaboratively with women who have experienced VAWG. You will provide an effective high quality support service in an accommodation setting, working with clients facing Multiple Disadvantage, and living with complex needs as well as those with medium and low support needs. The role of complex needs project worker (Specialist Project) is a specialist role designed to understand the multiple disadvantages that victims of VAWG may face. As such you will understand gender informed practice and working with those who are victims of domestic violence and other gender-based violence. It is also essential that you understand the importance of best practice around those who have experienced multiple disadvantages by adopting a trauma informed approach in line with SHP’s psychologically informed framework.

Gender-based and gender informed support will also need to be offered such as attending MARAC, using a multiagency approach and helping your clients to reduce harm in relation to VAWG. We aim to offer a holistic approach to case working and you will also be expected to engage your clients with activities within the hostel, ETE and mental health support from external agencies in order to help them to move towards independence.

SHP’s aim is to improve outcomes for service users both within the service and by enhancing their ability to utilize external specialist, statutory and community services. The support you provide will ensure that clients are able to:

• Access and sustain their accommodation within our services
• Access and feel safe in engaging with specialist support in relation to their needs (i.e., substance use, health, mental health, complex trauma, offending, street activity}
• Access primary health care, and improving their wellbeing and process of recovery.
• Access work, training, and other opportunities,
• Be supported by, and be active in, their community
• Develop and maintain positive personal relationships

You will be part of a dynamic team in a Respite setting, holding a caseload of clients with the opportunity to draw on specialist roles within the team, the organization more broadly, and working in tandem with specialist external agencies. Your ability to forge meaningful relationships will provide the basis of the work to empower your clients, helping them to engage with a range of community resources and build a robust network of support.

About you:

• Previous experience of working with female rough sleepers or people with complex mental health, physical health or substance use support needs. 
• An understanding of working with people using person-centred approaches and working collaboratively within a harm minimisation and recovery framework.
• A flexible, innovative and creative approach to working with a sometimes hard to engage and challenging client group, is also required.

About us:

Single Homeless Project is a London-wide charity. Our vision is of a society where everyone has a place to call home and the chance to live a fulfilling life.

We help single Londoners by preventing homelessness, providing support and accommodation, promoting wellbeing, enhancing opportunity, and being a voice for change. From supporting people in crisis to helping people take the final steps towards independence and employment, we make a difference to 10,000 lives every year across all 32 boroughs.

We offer you more than a job; we offer you a chance to be part of a compassionate, driven team that's committed to making a real difference in people's lives. You'll have the opportunity to lead, co-create, and inspire change while enjoying a collaborative, growth-oriented environment. 

Join us in creating a brighter, more hopeful future for individuals in need. 

Important info:

Closing Date: Sunday 11th August at midnight

Interviews to be held on: Week commencing 19th August via Microsoft Teams

This post will require an Enhanced DBS check to be processed for the successful applicant.     

*For genuine occupational requirement reasons, we are seeking female applicants only for this post (exemption under the Equality Act 2010; Schedule 9 Part 1).

ABOUT BOND

Bond is the UK network for organisations working in international development. We unite and support a diverse network of over 400 civil society organisations to help eradicate global poverty, inequality and injustice. We strengthen and champion the sector to make international development more efficient and effective. We work to influence governments and policy-makers, develop the skills of people in the sector, share expertise, and build organisational capacity and partnerships.

MAIN PURPOSE OF THE JOB

We are looking for maternity cover for our current Salesforce Adviser. 

The role is responsible for the management and development of the Salesforce CRM, which is Bond’s primary source of data and is used for essential business including member administration and engagement, managing contacts, event bookings, feedback forms and lead management. This role is managed by the Membership and Marketing Manager and works across all Bond teams and CEO.

In this role, you will provide hands-on support and technical guidance to end users, ensuring the smooth and effective operation of the system.

Working across the organisation, the postholder is responsible for maintaining and developing Bond’s CRM (Salesforce). This includes improving the overall structure of the system including creating new record types and fields, automations via workflows, taking responsibility for data cleansing processes, developing and adapting pipelines and updating reporting and dashboards to serve the organisation.

The role is pivotal in providing high quality data to support strategic decision-making across the organisation, with a primary focus on data to support member retention and acquisition and build stakeholder engagement. This involves supporting staff members to ensure that all activity with members and stakeholders is logged and held in Salesforce as a single source of truth. 

The role works closely with colleagues to maintain the associated Salesforce Community Cloud platform – the place where members communicate with each other through the Bond working groups and customers connect to our events, corporate partners, Bond Supplier Directory and recruitment services.

The post-holder will work with other team members to ensure that Bond’s digital infrastructure is seamlessly integrated with Salesforce, including its finance systems, e-marketing, events and other systems. 

KEY TASKS / OBJECTIVES WITHIN THE CONTRACTED PERIOD

• Manage and develop Salesforce over the course of the contract ensuring any changes made are documented in Bond’s Digital HQ
• Ensure Salesforce is enabled so that all Bond’s activities with members and key stakeholders can be accurately logged and reported on – to give us an accurate and true picture of the level of engagement of our members
• Build the data culture in the organisation and upskill staff to use Salesforce efficiently and effectively – including data collection, automated processes and reporting - to ensure cross-organisation use
• Continue the implementation of Bond’s Salesforce Data Cleaning project
• Continue supporting the Certinia Consultant and Finance team with the improvements to the Certinia Finance System. 
• Ensure the Salesforce back-up and disaster risk recovery solution is maintained and respond to any data breaches, alerts or notifications
• Set up and rollout new SF Community Cloud updates (eg: the events package)
• Troubleshoot and find solutions to any SF technical issues
• Contribute to the development and implementation of Bond’s digital strategy
• Contribute to relevant Bond/team strategies and plans and the annual planning and budgeting cycle.

MAIN RESPONSIBILITIES

Salesforce development, integration and user adoption

• Lead the ongoing strategic and operational development of Salesforce to ensure it continues to meet Bond’s business needs. 
• Design and implement new processes where needed, trialling different approaches and suggesting improvements to enhance data capturing for future reporting needs.
• Work collaboratively across teams within Bond to ensure Salesforce meets their needs, including researching and implementing additional add-ons where required. 
• Ensure Salesforce is maintained, developed and improved and integrated with other Bond systems as required.
• Troubleshoot issues and provide technical support to ensure they are resolved.
• Be the main point of contact for all Salesforce queries and issues within Bond.
• Provide training, support and advice to enable Bond staff to confidently use Salesforce on a daily basis. This includes setting up and inducting new Bond staff and the development of clear and consistent processes and procedures.
• Create, update and maintain documentation around digital processes and systems. 
• Keep abreast of the latest Salesforce developments and use this knowledge to make improvements to Bond’s Salesforce architecture and features.
• Work alongside Digital Projects Adviser to develop and implement Bond’s digital strategy

Data gathering, analysis and reporting

• Implement a standard approach to data capture and reporting to ensure that the information contributes to Bond’s overall perspective on member, customer and stakeholder engagement.
• Implement Bond’s Data Cleansing project, ensuring old data is removed from the system, working with Bond’s Business and Operations manager/Data Protection Officer to ensure that data is held in accordance with Bond’s data protection policy.
• Monitor and maintain Bond’s data back-up and disaster recovery solution and processes
• Set up reports and dashboards to enable staff to monitor, analyse and report on their work and activity and gain insights to inform business and service development.

Member experience and community website

• Maintain, develop and improve Salesforce Community Cloud
• Work alongside the Digital Projects Adviser to test and update custom-built packages where required
• Update and maintain the digital projects tracker, ensuring projects are prioritised as per the business requirements
• Work with external suppliers as required.

PERSON SPECIFICATION

Essential

1. Certified Salesforce Administrator Credential OR extensive Salesforce Administrator experience at an international development or third sector organisation.
2. Demonstrable experience and proactive approach to improving CRM functionality to meet business need.
3. Demonstrable understanding of process automation tools, such as Process Builder and Flows.
4. Experience of using Salesforce to create reports and dashboards and extract data in order to develop customer/stakeholder insight.
5. Experience of integrating Salesforce add-ons.
6. Experience of managing a complex data cleaning project.
7. Excellent written and verbal communication skills, also showing a technical competence when liaising with developers.
8. Good organisational skills: ability to oversee multiple projects and prioritise resources where necessary and work on own initiative to deadlines.
9. Creative thinker and a problem solving “can do” attitude.

Desirable

• Experience of salesforce community cloud.
• Experience of working in a membership organisation.
• Experience of using content management systems and/or e-commerce systems.
• Experience of using integrated CRM and e-marketing systems (ie, Campaign Monitor for Salesforce).

BENEFITS

Bond offers a competitive salary and benefits package including: 

• 27 Days Annual Leave + Bank Holidays, with additional staff privilege days, normally between Christmas and New Year 
• 7% pension contributions (staff pay 3.5%)
• Flexible working hours (Hybrid working – 1 day, minimum in the office per month) 
• Staff Development days 
• Perk Box access 
• Employee Assistance Programme 
• WeCare (Health and wellbeing services, including access to 24/7 online GP services, second medical opinion, mental health support such as counselling, guidance from health professionals, burnout prevention, life event counselling, get fit programmes, nutritionist advice, etc. – for staff and immediate family) 
• Interest free season ticket loan 

HOW TO APPLY

To apply, submit your CV and Cover Letter by midnight on Sunday 18th August 2024.

In the Cover Letter we expect you to set out:

• Why you are interested in this role
• How you meet the role requirements
• Your understanding of equity, diversity, inclusion and why it matters in this role

BOND AND EQUAL OPPORTUNITIES

Bond values diversity and works to advance equity and inclusion. All staff have a responsibility to ensure that they are being open, accepting and respectful to all that they come into contact with within their work at Bond, regardless their protected characteristics. Acting in accordance with the AEDI policy, Bond staff must contribute to our inclusive organisational culture ensuring that they are aware of and respond appropriately to micro-aggressions, racism, sexism, LQBTQ+ misconduct and disability equity. Bond Staff must not be bystanders, and must report when they witness any unacceptable behaviour. 

 In order to assess and ensure the continued effectiveness of Bond’s Equal Opportunities Policy, all applicants are asked to complete a short questionnaire when applying. You are not obliged to answer the questions but the more information you supply the more effectively we can monitor our equal opportunity practices. Completion of all questions is voluntary and failure to answer any question(s) will not affect your application in any way.

The information you supply will be treated in confidence and will not be seen by any member of the selection panel responsible for the appointment. The questionnaire will be detached from your CV and cover letter, stored anonymously and used purely to provide statistics for monitoring purposes. 

SUBJECT OF EMPLOYMENT AT BOND

If successful, you must have the right to work for the duration of your contract at Bond. All offers of employment will be subject to satisfactory references. Bond also participates in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures. 

Myalgic Encephalomyelitis (M.E.) is a long-term (chronic), fluctuating, neurological disease that causes symptoms affecting many body systems, more commonly the nervous and immune systems. M.E. affects an estimated 250,000 people in the UK, and around 17 million people worldwide.

Action for M.E. is the only charity in the UK providing direct support to children and adults with M.E. We provide vital support services, campaign for change and invest in ground-breaking research to help put an end to the ignorance, injustice and neglect experienced by people with M.E. 

We are looking for an empathic and resilient individual to join a friendly and well-established team of part-time, remote-based Information and Support Officers, on a 12-month contract. The purpose of this role is to provide a holistic, client-centred, effective and efficient Information and Support Service to people affected by M.E. We do this primarily via outgoing calls made in response to triaged voicemail messages, and also via email.

You can choose to be home-based anywhere in the UK, work from our Bristol office, or a hybrid of the two.

Our Information and Support Service team has a deep understanding of the issues affecting people with M.E. and their family and carers. Some of our clients come to us in considerable distress so this work isn’t always easy, but it can be incredibly rewarding and is valued by our clients and the wider organisation.

You will need experience of working in a service providing information, advice, support or advocacy by telephone and email (or proven transferable skills). You will be experienced and confident at working with people in distress, and identifying and escalating safeguarding concerns, with the courage and emotional resilience to set and maintain realistic boundaries.

You can expect a warm welcome, daily huddles with your line-manager and peers, and a strong team culture of collaboration, self-care and peer support. Our Employee Assistance Programme, available to all staff and their immediate families, includes one-to-one counselling and a range of online support and toolkits.

Duties for the role include (this list is not exhaustive, please refer to the Information and Support Officer Recruitment Pack, which you can find below):

• Offering emotional support via active, empathic listening, including to people in significant distress.
• Setting and maintaining boundaries; managing clients’ expectations and ensuring commitments to them are met.
• Helping clients unpick a situation which seems overwhelming and break down complex situations into discrete issues which can then be progressed.
• Working with the client to understand their needs and wishes, empowering them to make informed choices and to take action to achieve their self-identified goals.
• Providing information and support on a wide range of issues, including on sensitive and confidential matters, in a way that is tailored and appropriate to the individual.
• Identifying safeguarding concerns as they arise from contact with clients and escalating these to a manager, in line with our organisational Safeguarding Policies.
• Making safeguarding referrals where directed to by the Information and Support Supervisor or other manager.
• Gathering outcomes and satisfaction data from clients to enable service evaluation and improvement.

All the following person specification criteria are essential unless otherwise stated.

1. Educated to A level standard or equivalent experience in a similar role is preferred, however no one specific qualification is required. 
2. Experience working on a helpline as part of an information, support, navigator or advocacy service, supporting clients to identify options and services available to them. 
3. An understanding of the challenges facing people with a long-term health conditions, physical impairments or disabilities, such as M.E. 
4. Demonstrable experience of working in a person-centred, needs-led way. 
5. Experience identifying and escalating safeguarding concerns, working strictly within organisational policies and procedures. 
6. Experience of working with people in distress, including people who disclose suicidal thoughts. 
7. Ability to communicate complex concepts clearly, systematically and with nuance, both verbally and in writing. 
8. Ability to demonstrate empathy while setting boundaries; emotionally resilient and resourceful, with ability to adapt in the face of challenging circumstances to maintain your wellbeing. 
9. Strong team player and also able to work on own initiative; ability to work remotely while building strong relationships with your manager and peers. 
10. Ability to analyse complex situations, identify options available to clients and signpost appropriately. 
11. MS Office skills including Outlook, Teams, Word and Excel, and proficiency with web-related programmes and software. 

Please note that an enhanced DBS check will be sought for the successful candidate.

Starting salary £45,000 per annum | Full-time (35 hours per week) | Permanent  

This is a hybrid role involving, office based (in Vauxhall, Shepherd's Bush, and Ealing) and remote working, as well as travel across London. This may evolve overtime in line with Service User, service delivery and organisational requirements

About us

Women and Girls Network (WGN) has been supporting survivors of sexual violence for over 35 years. One of our first services was the Sexual Violence Helpline which offers confidential emotional support affected by any form of sexual violence. Over the last 5 years WGN has undergone significant growth and development as a provider of Sexual Violence services in London primarily with the addition of the London Survivors Gateway (which is a collaboration between eight specialist London agencies - the four Rape Crisis Centres, SurvivorsUK, Galop, Respond and the Havens - who work with survivors of sexual violence and abuse and this partnership is led by WGN).

About the role

We are now looking for a dynamic leader to take these services to the next stage of their evolution. This is a unique and exciting opportunity to lead around WGN’s pan London Sexual Violence helpline-based services both internally as well as coordinating the London Survivors Gateway partnership externally.

About you

The ideal candidate will have an in-depth understanding of sexual violence and a proven track record of delivering, managing and developing specialist support services offering advice, emotional support and / or advocacy of front-line services which has involved responsibility for safeguarding and ensuring the highest quality provision.

You will have the excellent management and leadership qualities required to lead and motivate a multi-disciplinary team including Managers, Caseworkers, Helpline Advisors and Navigators.

Interview details

Interviews are expected to take place on Thursday 29th August, however, please note that dates may be subject to change. 

Further Information

This post is subject to satisfactory references and a DBS check.

WGN’s employee benefits include: 3% pension contribution, enhanced leave entitlement and an Employee Assistance Programme.

We provide clinical supervision, access to an on-going CPD programme and the opportunity to work in a leading multi-cultural women-led feminist organisation.

We welcome and encourage applications from women of all backgrounds. We particularly welcome applications from Black, Asian and Ethnic communities.

WGN is an equal opportunities employer. Posts are exempt under the Equality Act 2010, Schedule 9, Part 1.

We are looking for 2 part time Information & Advocacy Community Support Workers in Scotland, one based in North Scotland (Inverness area due to travel requirements and location of NHS services) and one based in Central Scotland.

You will ensure that service users (children and adults) and their families, receive high quality support, from the point of diagnosis and throughout their journey, and will assist them to access funding, equipment and care and support that they are entitled to. You will join a team that makes a real difference to the lives of the people living with muscle-wasting conditions, and their families, in Scotland. The role will be primarily home based, but there will also be a requirement to attend outpatient clinics within the region, attend home visits where appropriate and to support responding to queries through the helpline and information inbox. Some travel will be required to attend meetings and events outside of Scotland. You will work with both statutory and voluntary organisations, clinicians, and health and social care professionals to ensure that people living with muscle wasting conditions get the care and support they need to live well and independently.

Please download the job description to see full role responsibilities.

About us:

Muscular Dystrophy UK (MDUK) is the charity for the 110,000 people living with muscle-wasting conditions in the UK.  We bring together people affected by more than 60 rare and very rare progressive muscle-weakening and wasting conditions.  We provide vital information, advice, resources and support for people with these conditions, their families and the professionals who work with them. Our care, information and advocacy service coordinate our support for families, providing advice and practical support to enable individuals to access the services, benefits and equipment they are entitled to. As part of our support, we also connect individuals with others affected by these rare conditions through our peer support networks.

Benefits:

We appreciate the range of skills and experience our staff have to offer. In return for your enthusiasm and commitment we commit to actively developing and supporting you. We also offer a range of benefits including pension, life assurance, cycle scheme, health cash plan, financial wellbeing and an employee assistance programme.

Location: Home based in Scotland. 

Please note: you will need your own car and be able to drive for these roles.

*Unfortunately, due to resource capacity, we will only contact candidates that are shortlisted for interview. Therefore if you do not hear from us within 2 weeks of the closing date please note your application has been unsuccessful.

**Interviews are likely to be held week commencing 12 August via Microsoft Teams.