Helpline Manager
- Full time
- £39,639 – £45,486
- Location: blend of home working and office, based in Rose Street, Edinburgh or can be entirely home based anywhere in the UK. Please talk to us about your flexible working requirements!
- Closing 16th February 2023
- Advertised from 25th January 2023
- 35 hours per week – Majority of work is based around weekdays, 9am-5pm, though must be willing to work evenings and weekends on occasion to meet the needs of a 24/7 helpline. One in every 7 weeks you be required to fulfil the on-call duty manager function. 12 month maternity cover position.
Role
The Role
Scottish Women’s Aid has an opportunity to join Scotland’s Domestic Abuse and Forced Marriage as Helpline Manager on a maternity cover basis. Our Helpline Manager takes responsibility for the effective management of the service, including operational management, technology, policies and procedures and meeting contractual obligations.
Background
Scottish Women’s Aid is Scotland’s leading voluntary sector organisation working to prevent domestic abuse and promoting effective policy and practice responses for women, children and young people who experience domestic abuse. We are the umbrella organisation for 34 autonomous Women’s Aid groups delivering direct services to women, children and young people across Scotland.
What You’ll Do
Reporting directly to our Chief Executive you will lead the implementation of agreed operational plans and policies whilst ensuring the smooth and efficient operation of the Scotland’s Domestic Abuse and Forced Marriage Helpline (SDAFMH). You will lead a busy operational team, providing day to day guidance and monitoring as well as supporting the continuous development of all helpline staff. As part of SWA’s management team you will support the development, planning and implementation of the organisational strategy, contributing and updating on all elements of Helpline functionality and development.
What We Need
With excellent people-management and development skills and demonstrable experience of working within a domestic abuse or violence against women service, you will have sound knowledge of call-centre communications technology and good practice relating to running a telephone advice/information service. A relevant management qualification would be beneficial but more relevant is the experience and knowledge of the right and options available to people with experience of domestic abuse or forced marriage and offering support, information and safety planning and making appropriate referrals.
We’re looking for someone who has;
· Experience of preparing organisational reports and reports for funders and committees
· A sound knowledge and understanding of a gendered analysis of domestic abuse
· Knowledge of tools or methods such as development of business cases, funding submissions, contract management and risk assessment
· Excellent written and verbal communication skills
· Knowledge and understanding of digital tools and software in order to run and troubleshot call centre technology.
· Ability to utilise software to capture and generate reports and present usage and impact data.
· Excellent working knowledge of MS Office packages, email and the internet
What we offer
There are many reasons to work for Scottish Women’s Aid. We have a great working culture and our mission and vision attracts a brilliant staff team. Your hard work is rewarded with a package of support and benefits including:
Flexible working
We offer flexible hybrid working options for the majority of our employees. Some posts are eligible for full-time homeworking. We also offer flexibility for staff and work/life balance through a number of flexible working options such as flexi time, condensed hours, job sharing.
Pay
SWA are a Living wage employer, our pay and grading system offers a competitive starting salary and yearly progression.
Annual Leave
We offer a full-time annual leave entitlement of 30 days (210 hours) per year plus 10 Public Holiday days (70 hours) per year. Leave is accrued at the rate of 3.33 days (23.3 hours) per month.
Pension
SWA believes it's important that we help you save for your retirement so access to Nest pension scheme is given to all eligible employees. SWA contributes 10% of gross contractual earnings on the provision that the employee contributes a minimum of 3% towards their pension contributions.
Learning and Development
SWA supports and develops staff to ensure they have the necessary skills, knowledge and abilities. There is an internal schedule of training on key skills and knowledge relevant to all staff. There is also scope to attend ad hoc training for employees who are working to develop specific skills.
Enhanced Maternity and Paternity Pay
SWA offers staff who meet the criteria for Statutory Maternity Pay (SMP) an enhanced maternity pay of 20 weeks on full pay and 20 weeks on half pay.
Wellbeing
As part of SWA’s commitment to staff wellbeing, staff are offered a confidential 24/7 Employee Assistance programme service with Heath Assured which provides confidential advice, counselling sessions and wellbeing support to all staff, and where applicable, immediate family members.
Bike 2 Work
An interest-free loan to purchase a bike, can be arranged up to the value of £1,000.
Edinburgh Leisure Gym Subsidies
Edinburgh based staff are able to access Edinburgh Leisure facilities for the reduced price of £1 per session.
POSITIVE ACTION
Scottish Women’s Aid aims to be an equal opportunities employer. Applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010.
Our long term aim is that the composition of our workforce should reflect that of women in the community. We recognise the value of a diverse workforce in which women from differing backgrounds, with different skills and abilities can bring new ideas to enable us to deliver high quality services and are committed to recruiting a diverse workforce that is representative of the people we serve.
SWA are taking positive action to address an under-representation of both disabled and Black Asian and Minority Ethnic (BAME) employees within our workforce. We offer Disabled and BAME applicants the option of requesting that their application is considered under the terms of our Disabled or BAME Guaranteed Interview Schemes. You will be asked if you wish to be considered under the Disability/BAME Guaranteed Interview scheme when you complete our online application form.
Application notes
Visit our website and download the application pack womensaid.scot/news/vacancies
Closing date - 16th February
Interviews: 2 and 3 March
Scottish Women’s Aid is committed to promoting equality and diversity. Applications are welcomed from all sections of the community. Applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010.
Successful applicants will be subject to a PVG check, paid by SWA.
For any questions relating to the vacancy please contact carolyn.hughes@squarepeghr.co.uk Square Peg HR is our recruitment partner for this vacancy.
Scottish Women’s Aid is a company limited by guarantee, company no. SC128433,
and a charity registered with the Office of the Scottish Charity Regulator, charity no. SC001099.
Duty/Crisis Support Worker (two vacancies)
- Part time
- £29,281 pro-rata
- On site: Edinburgh
- Closing 29th July 2024
The role of the Duty/Crisis Service Support Worker is to provide a confidential, safe and supportive information service to women and agencies who contact EWA through the crisis phone line and/or ‘drop in’ service. Where safety issues are assessed, the worker will ensure the completion of the Risk Identification checklist and an individualised support and safety plan. Where appropriate the worker will assess women, and any accompanying children who are affected by domestic abuse, for refuge accommodation. This role is based at EWA offices 4 Cheyne St Edinburgh EH4 1JB.
Helpline Administrator
- Part time
- £23,342 – £28,373 pro-rata
- Hybrid: Hybrid blend of home working and office, based in Rose Street, Edinburgh or can be entirely home based from anywhere in Scotland. Please talk to us about your flexible working requirements!
- Closing 12th August 2024
Would you like to be part of a vital helpline service? Scottish Women’s Aid is expanding our helpline team to enhance our support services and meet a growing demand. We are recruiting to a new position of Helpline Administrator to provide administrative support to the team that delivers Scotland’s Domestic Abuse and Forced Marriage Helpline.
Background
Scottish Women’s Aid manages Scotland’s Domestic Abuse and Forced Marriage Helpline and is also Scotland’s leading organisation working to end domestic abuse and promoting effective policy and practice responses for women, children and young people who experience domestic abuse. We are the umbrella organisation for 32 autonomous Women’s Aid groups delivering direct services to women, children and young people across Scotland.
What you’ll do
As a Helpline Administrator, you’ll provide varied administrative support to the Helpline Team, supporting the smooth operation of Scotland’s Domestic Abuse and Forced Marriage Helpline. You will work closely with the Helpline Manager and Helpline Operations Coordinator, as well as the team of Helpline Call Handlers. Your tasks will include arranging meetings, taking minutes, updating records and documentation, and assisting with the helpline rota scheduling. You’ll also play a key role in tasks such as collecting and analysing data, creating reports, supporting staff training, and maintaining up-to-date information systems. Your work will contribute to effective communication internally and externally.
What we need
We’re looking for someone passionate about our work and committed to the values of Scottish Women’s Aid. We need someone with strong organisational skills, excellent communication abilities, and the capacity to manage a variety of administrative tasks effectively. You’ll be proficient in using Microsoft Office, maintaining digital records, and using online collaboration and communication tools. The ideal candidate will be capable of working independently, using their own initiative, problem-solving skills, and effective prioritisation. You’ll contribute to a supportive and inclusive team culture and participate effectively within a mostly remote team.
What we offer
There are many reasons to work for Scottish Women’s Aid. We have a great working culture and our mission and vision attracts a brilliant staff team. Your hard work is rewarded with a package of support and benefits including:
Flexible working
We offer flexible hybrid working options for the majority of our employees. Some posts are eligible for full-time homeworking. We also offer flexibility for staff and work/life balance through a number of flexible working options such as flexi time, condensed hours, job sharing.
Pay
SWA are a Living wage employer, our pay and grading system offers a competitive starting salary and yearly progression.
Annual Leave
We offer a full-time annual leave entitlement of 30 days (210 hours) per year plus 10 Public Holiday days (70 hours) per year. Leave is accrued at the rate of 3.33 days (23.3 hours) per month.
Pension
SWA believes it's important that we help you save for your retirement so access to Nest pension scheme is given to all eligible employees. SWA contributes 10% of gross contractual earnings on the provision that the employee contributes a minimum of 3% towards their pension contributions.
Learning and Development
SWA supports and develops staff to ensure they have the necessary skills, knowledge and abilities. There is an internal schedule of training on key skills and knowledge relevant to all staff. There is also scope to attend ad hoc training for employees who are working to develop specific skills.
Enhanced Maternity and Paternity Pay
SWA offers staff who meet the criteria for Statutory Maternity Pay (SMP) an enhanced maternity pay of 20 weeks on full pay and 20 weeks on half pay.
Wellbeing
As part of SWA’s commitment to staff wellbeing, staff are offered access to a confidential 24/7 health and Wellbeing service with AIG which provides confidential advice, counselling and legal support to all staff, and where applicable, immediate family members.
Bike 2 Work
An interest-free loan to purchase a bike, can be arranged up to the value of £1,000.
Edinburgh Leisure Gym Subsidies
Edinburgh based staff are able to access Edinburgh Leisure facilities for the reduced price of £1 per session.
Helpline Call Handler
- Full time
- £27,021 – £31,609
- Hybrid/Remote: Hybrid blend of home working and office, based in Rose Street, Edinburgh or can be entirely home based from anywhere in Scotland. Please talk to us about your flexible working requirements!
- Closing 5th August 2024
Would you like to be part of a vital helpline service? Scottish Women’s Aid is expanding our helpline team to enhance our support services and meet a growing demand. We are recruiting three new full-time Helpline Call Handlers to work on Scotland’s Domestic Abuse and Forced Marriage Helpline.
Background
Scottish Women’s Aid manages Scotland’s Domestic Abuse and Forced Marriage Helpline and is also Scotland’s leading organisation working to end domestic abuse and promoting effective policy and practice responses for women, children and young people who experience domestic abuse. We are the umbrella organisation for 32 autonomous Women’s Aid groups delivering direct services to women, children and young people across Scotland.
What you’ll do
You’ll provide confidential support and information to individuals experiencing domestic abuse or forced marriage, as well as their families, friends, colleagues, and professionals supporting them. Responding by phone, email, web chat, and text, you’ll assess needs and risks, helping them plan for their safety and connecting them to appropriate services and resources. You’ll complete administrative tasks related to your helpline contacts and help maintain our information systems. Your empathetic and professional approach will ensure callers receive the support they need.
What we need
We’re looking for someone passionate about our work and committed to the values of Scottish Women’s Aid. You should have experience managing difficult and emotional interactions with sensitivity and empathy, and be able to work effectively under pressure. You’ll contribute to a supportive and inclusive team culture and participate effectively within a mostly remote team.
We’re looking for someone who has:
- At least a basic knowledge of domestic abuse and forced marriage, with a feminist understanding of how gender affects these issues.
- Excellent listening skills and the ability to communicate clearly with people from diverse backgrounds, both verbally and in writing.
- Ability to understand complex information and explain it simply.
- Trauma-informed, person-centred, non-directive, and non-judgemental approach.
- Confidence in using computer systems and completing administrative tasks.
- Enthusiasm for ongoing learning and development and a commitment to reflective practice.
What we offer
Comprehensive training will be provided to develop a specialist understanding of domestic abuse, forced marriage, and support options in Scotland, as well as practical helpline skills and procedures.
There are many reasons to work for Scottish Women’s Aid. We have a great working culture and our mission and vision attracts a brilliant staff team. Your hard work is rewarded with a package of support and benefits including:
Flexible working
We offer flexible hybrid working options for the majority of our employees. Some posts are eligible for full-time homeworking. We also offer flexibility for staff and work/life balance through a number of flexible working options such as flexi time, condensed hours, job sharing.
Pay
SWA are a Living wage employer, our pay and grading system offers a competitive starting salary and yearly progression.
Annual Leave
We offer a full-time annual leave entitlement of 30 days (210 hours) per year plus 10 Public Holiday days (70 hours) per year. Leave is accrued at the rate of 3.33 days (23.3 hours) per month.
Pension
SWA believes it's important that we help you save for your retirement so access to Nest pension scheme is given to all eligible employees. SWA contributes 10% of gross contractual earnings on the provision that the employee contributes a minimum of 3% towards their pension contributions.
Learning and Development
SWA supports and develops staff to ensure they have the necessary skills, knowledge and abilities. There is an internal schedule of training on key skills and knowledge relevant to all staff. There is also scope to attend ad hoc training for employees who are working to develop specific skills.
Enhanced Maternity and Paternity Pay
SWA offers staff who meet the criteria for Statutory Maternity Pay (SMP) an enhanced maternity pay of 20 weeks on full pay and 20 weeks on half pay.
Wellbeing
As part of SWA’s commitment to staff wellbeing, staff are offered access to a confidential 24/7 health and Wellbeing service with AIG which provides confidential advice, counselling and legal support to all staff, and where applicable, immediate family members.
Bike 2 Work
An interest-free loan to purchase a bike, can be arranged up to the value of £1,000.
Edinburgh Leisure Gym Subsidies
Edinburgh based staff are able to access Edinburgh Leisure facilities for the reduced price of £1 per session.
Shakti is a feminist Black Minority Ethnic voluntary organisation which offers information, advocacy, emotional/practical support and refuge/temporary accommodation to all Black Minority Ethnic women and their children, who are experiencing or fleeing domestic abuse.
The post holder will assist the CEO, operational manager and team leaders as required, undertaking general administration/recruitment duties and support for the whole organisation. The post holder will deal with enquiries (telephone, e-mail and social media), maintain databases, organise events bookings, and undertake filing, minute taking, and petty cash.
The post holder must have a good knowledge of Microsoft packages, particularly Outlook and Word; be IT literate and have good keyboard skills; have good planning and organisational skills; be a good communicator and be experienced in managing websites and social media. The post holder must have knowledge and understanding of domestic abuse within Black Minority Ethnic communities.
She should have a relevant qualification, preferably HNC or equivalent in administration-related subject, and a working knowledge of an office.
Post involves unsocial and flexible hours including evenings and weekends.
Successful applicants will be subjected to disclosure checks through the PVG Scheme.
‘Women only need apply for these posts under paragraph 1 of Schedule 9 of the Equality Act 2010’.
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