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.