Helpline Manager

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MWNUK

  • Career category: Advocacy/ Policy, Admin, Monitoring & Evaluation /MEAL, Programme/ Project design & management, Health professional
  • Job type: Job
  • Humanitarian or Development: Humanitarian & Development Nexus
  • Experience level: Not specified
  • Organisation type: Civil Society
  • Remote option: No
  • Right to work requirements: Right to work required in advance
  • Remuneration: £33,820 GBP / yearly
  • Work schedule: Full-time
  • Length of contract: Permanent
  • Deadline: 05/05/2025
  • Location: United Kingdom, Birmingham
Gender-based violence (GBV) PSEA/ Safeguarding

Role: Helpline Manager 
Reporting to: Operations Director 
Salary: £33,820 per annum 
Benefits: In addition to the salary, we offer a range of benefits including a pension scheme, annual leave, ongoing professional development opportunities, and access to mental health and wellbeing support.  
Hours: 37 hours per week (9am -5pm) 
Job Type: Permanent (subject to funding) 
Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB (office based) 
Deadline: 5pm Monday 5th May 2025 
Interviews: Monday 12th May 2025 and Tuesday 13th May 2025 
Start Date: Monday 2nd June 2025

Main responsibilities 
Supervising the Helpline team of 11 staff (however this is equivalent to 3 full-time staff per day only) and ensuring there is sufficient helpline cover and monitoring their wellbeing. 
  • Recruiting and training helpline staff and volunteers with the support of senior management and ensuring their development needs are flagged up. 
  • Monitoring performance of helpline staff through daily check-ins, debriefs, monthly supervision meetings and annual appraisals. 
  • Holding regular helpline team meetings and sharing learning as well as identifying and sharing interesting cases with Senior Leadership Team including the Advocacy Officer. 
  • Planning and delivering training to staff and volunteers in line with changes in law, policies and procedures, including safeguarding. 
  • Regularly attending external meetings such as MARAC (Multi-Agency Risk Assessment Conference), liaising with police, social services, and other partner agencies. These meetings are a critical part of safeguarding and time for preparation and follow-up is built into the role. 
  • Safeguarding
    Implementing MWNUK Children and Adult Safeguarding policies and procedures. 
  • Responding to safeguarding concerns in a timely manner and promoting good practice. 
  • Identification, handling and recording of all safeguarding risks and issues for both children and adults, including in instances of domestic abuse, forced marriage, honour-based violence, sexual abuse, self-harm, isolation, housing, marriage and divorce etc. 
  • Escalating and de-escalating risk, report writing and recording accurately all decision-making during case reviews. 
  • Having regular case reviews and making evidence-based decision-making. 
  • Monitoring and evaluating safeguarding practices. 
  • Liaising with external agencies as and when required. 
  • Reviewing helpline cases before they are closed ensuring the data has been properly recorded. 

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