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Referrals and First Contact, Advice & Guidance Case Worker


Between £20000-£30000

Part Time


Closing Date: 21/05/24

Referrals and First Contact, Advice & Guidance Case Worker

Working on Leeway’s Telephone Helpline and Webchat Based in Norwich

18.5 hours per week

Hours of work: Wednesday, Thursday & Friday between 9:30am & 6:30pm

£22,557 pro rata

Job Purpose:

To provide an effective, supportive and confidential service over the phone or Webchat for people living with or fleeing domestic abuse. To ensure those who are contacting the Advice and Support Line or Webchat are given advice and support around their options. To support women and their children to access Leeway Safe accommodation or Leeway’s Community Service. To follow Leeway’s referral policies and procedures. To support the service coordinator in working towards the best possible outcomes for service users.

Essential Requirements:

  • Relevant qualification and/or experience of working with vulnerable people.
  • An understanding of the impact of domestic abuse on individuals.
  • Experience in administrative and phone helpline and Webchat work.
  • The ability to use Microsoft office.
  • Full driving license, car business insurance & use of a car to travel is essential.

Benefits include:

  • 6% pension contribution
  • Training and continuous professional development
  • 25 days holiday plus bank holidays
  • 6 weeks paid sick leave (after completion of probation)
  • Paid 30 minute lunch
  • 24 hour telephone counselling service
  • Clinical supervision
  • Staff reward ½ day
  • Staff prize draws
  • Gift vouchers
  • Salary advance and loan schemes.

DBS Clearance Required

This post is only available to female applicants as permitted by the genuine occupational requirement provisions of the Equality Act 2010

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