Helpline Relief Call Handlers
- Part time
- Sessional
- Remote
- Closing 11th December 2023
- Advertised from 16th November 2023
- £17.28/hour. There are no fixed hours. Relief call handlers do not have set hours, but are bank staff, called on when the helpline needs extra capacity. This happens when staff are sick, on leave, or the helpline is particularly busy.
Role
We are looking for new staff to join our team. We are looking for candidates who have the qualities that would make them a great call handler. You might be a survivor of domestic abuse or forced marriage yourself or have other relevant experience, paid, voluntary or personal. No previous helpline experience is needed, as full training will be provided.
The ideal candidate will be:
- Empathetic and understanding to all people calling about domestic abuse and forced marriage
- Good at speaking on the phone and writing messages by email, text and webchat
- Looking for flexible working, to work around care needs, health needs or to supplement income
- Looking for shift work that can be either during office hours or outside
- Happy working from home within a confidential workspace
- Able to work with a remote but supportive team
- Precise with administration, making sure that all their records are accurate
- Committed to a feminist ethos, including anti-racist and justice-focused policies
- Able to confidently navigate IT systems, such as databases, call handling software, video conferencing and email
Application notes
Closing Date: Monday 11th December 2023 at 9.00 a.m.
Selection Day for shortlisted Candidates: will be held remotely on 19 December 2023
Apply:
Scottish Women’s Aid is committed to ensuring an accessible and equitable application process. We do things differently, to encourage applicants from diverse backgrounds to join our team. We particularly welcome applications from minoritised people, parents/guardians, disabled people and carers. We are taking positive action to address an under-representation of both disabled and Black Asian and Minority Ethnic (BAME) employees within our workforce. 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 quality services. We particularly welcome applications from candidates who have midweek and night time availability.
If this sounds like you, please send us an expression of interest. You can do this in three ways.
If you prefer to email us, you can do so at recruitment@womensaid.scot , filling in the attached Expression of Interest form.
In the form, please tell us, in no more than 300 words, the following:
- Why you would like to work for the helpline
- What qualities you have that you think would be valuable
- What sorts of issues you think our callers bring to the helpline
- What your availability would be on an average week
If you would prefer not to write, you can send us a video or a voice note to recruitment@womensaid.scot where you answer the same questions in no more than 2 minutes.
Please make sure that your reply includes:
- Your full name
- A telephone number and email address we can contact you on
- Confirmation that you are eligible to work in the UK. We cannot sponsor any applicants from outside the UK.
Please see the attached documents for more information about the role and the next steps in the recruitment process
Further Information: You can download the Application Pack here.
If you have any questions, please contact us at recruitment@womensaid.scot or on Tel. 0131 226 6606.
Please note that this role is subject to joining the PVG scheme of Disclosure Scotland. If you have any criminal convictions you would like to tell us about, please contact us for a chat.
Please note, applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010. Scottish Women’s Aid is an equal opportunities employer. All women, including women with the protected characteristic of gender reassignment, may apply for women-only roles.
Children, Young People and Family Support Worker
- Part time
- £25,290 – £28,248 pro-rata
- On site: Glenrothes
- Closing 1st August 2024
Fife Women’s Aid are looking to recruit a part-time worker to provide advice, advocacy, support and services to children, young people and families who have experienced domestic abuse. Applicants should have experience of providing support in a relevant social care setting.
The successful applicants will have at least SVQ Level III or equivalent level of qualification in childcare or other relevant subject, or equivalent experience and willingness to work towards a qualification.
The successful applicant will be able to demonstrate a high degree of motivation and have the ability to work as part of a team as well as flexible hours to suit the needs of families. An ability to cover on-call is an advantage (additional payments are made for this role).
Please join us for an online session to find out more about FWA children, young people and family support services. This will be at 6.30pm on Wednesday 24th July 2024. Please confirm your attendance to info@fifewomensaid.org.uk and we will send you details of the zoom meeting. We hope to see you there.
Fife Women’s Aid is a feminist organisation and strives to be a supportive and empowering employer offering competitive terms and conditions.
Membership of Protection of Vulnerable Groups (PVG) Scheme is a requirement for this post.
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.
Children, Young People and Family Support Worker
- Full time
- £25,290 – £28,248
- On site: 'Fife
- Closing 1st August 2024
Fife Women’s Aid are looking to recruit a full-time member of staff to provide advice, advocacy, support and services to children, young people and families who have experienced domestic abuse. Applicants should have experience of providing support in a relevant social care setting.
The successful applicants will have at least SVQ Level III or equivalent level of qualification in childcare or other relevant subject, or equivalent experience and willingness to work towards a qualification.
The successful applicant will be able to demonstrate a high degree of motivation and have the ability to work as part of a team as well as flexible hours to suit the needs of families. An ability to cover on-call is an advantage (additional payments are made for this role).
Please join us for an online session to find out more about FWA children, young people and family support services. This will be at 6.30pm on Wednesday 24th July 2024. Please confirm your attendance to info@fifewomensaid.org.uk and we will send you details of the zoom meeting. We hope to see you there.
Fife Women’s Aid is a feminist organisation and strives to be a supportive and empowering employer offering competitive terms and conditions.
Membership of Protection of Vulnerable Groups (PVG) Scheme is a requirement for this post.
If you would like further information about the posts, please contact Cheryl Horn, Team Senior, at cheryl.horn@fifewomensaid.org.uk.
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