Birmingham, West Midlands
£23,279 per year
Permanent, Full-time
Job description

Duties and Responsibilities


Development & Support work:

  • To provide emotional and practical support to women accessing helpline
  • To participate in a rota of helpline cover and model and promote good practice in taking helpline calls
  • To support helpline volunteers and students in delivering helpline
  • To participate in a rota to cover at BSWA offices and across community venues as necessary
  • To facilitate access for women to statutory, community and other BSWA services
  • To comply with the recording, monitoring and evaluation procedures of the project



  • To work within BSWA’s administrative and financial systems
  • To ensure that adequate records are kept for all service users
  • To ensure that Health and Safety records are kept up to date
  • To produce monthly reports for your line manager


  • To ensure that all staff team members are aware of any matters that are relevant to the welfare and security of the refuges, staff, volunteers and service users by:
  • Maintaining BSWA communication records
  • Following safety procedures
  • Attending team meetings
  • Carrying out risk assessments in conjunction with your line manager
  • To attend in-house training
  • To attend support and supervision sessions with your line manager
  • To develop a professional working relationship with external agencies
  • Feedback relevant issues from external meetings/ training to the staff and management teams as appropriate
  • To be involved in the Annual Review process


  • To maintain the confidentiality of the women and children using the service
  • To maintain confidentiality in all matters relating to the organisation
  • To offer an equal service to all women and children regardless of age, class, culture, language, race, religion and sexual orientation
  • To ensure the efficient use of resources at all times
  • To work within BSWA policies and procedures and demonstrate a commitment to the values and ethos of BSWA
  • To work within BSWA’s framework for equal opportunities and anti-discriminatory practice
  • To participate in the development and annual appraisal of a personal individual development plan with the line manager
  • To undertake any other duties required by BSWA, which may arise and commensurate with the post
Refreshed on: 03 December 2020
Closed date: 16 December 2020
Job ref: Helpline Worker with Language Specialism
Tags: Support Worker