Call Handler for Domestic/Child Abuse Helpline

Job description

Vacancy Number
Local Government
Temp Reruitment
Short Description
Temporary contract working 09:00am - 17:00pm, Monday to Friday until 30th September 2021. Please note, this is to work from home.
Main Duties
Middlesbrough Core Team provides a central contact point for the integrated model and partner agencies in relation to responding to referrals and enquiries in relation to service users with needs relating to domestic abuse, child abuse, homelessness and substance misuse. The Customer Advisor role is central to this and will: · Process all incoming calls/referrals to the integrated Vulnerable Person’s Model · Offer a triage and initial assessment to new clients to the service · Direct calls for existing clients of the service · Signpost to other relevant agencies/services Duties and Responsibilities: 1 To process incoming referral requests received by telephone, e-mail, and letter ensuring that the appropriate level of detail is received to assess and accept referrals. 2 To make referrals to other agencies/departments where appropriate e.g. adult and children safeguarding. 3 When required to provide general clerical/ administrative support e.g. photocopying, filing, completion of standard forms, responding to routine correspondence. 4 Provide accurate information and advice and make timely decisions in relation to directing a service user to relevant service. 5 Conduct initial risk, needs based assessments and safety planning with service users either face to face or over telephone in timely way to ensure referral to appropriate services. 6 Responding to referrers to establish contact and to feedback outcome of the referral. 7 Set up and maintain manual and computerised records/ management information systems or service specific management information systems. 8 Operate relevant equipment /ICT packages (e.g. CDP database, word, excel, databases, spreadsheets, internet). 9 Undertake general financial administration e.g. processing orders. 10 Be aware of and comply with policies and procedures relating to the job holders area of work. 11 Where appropriate provide supervision for other staff carrying out routine administrative tasks. 12 Demonstrate duties and allocate work to other members of staff. 13 Support the role of other professionals. 14 Attend and participate in relevant meetings as required. 15 Participate in training and other learning activities and performance development as required. 16 Contribute to the overall ethos of the council. 17 To undertake duties and responsibilities in accordance with the councils policy and procedures. 18 Be willing to work flexible hours, some of which may be unsociable
Must have an enhanced DBS on the update service system.
Full Time

Hours and Wage


Contact Details

Closing Date
1 Aug 2021
Contact Name
Contact Info
[email protected]

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