View Jobs Description

• Manage Day-to-Day Operations: Oversee the daily running of the helpline to ensure effective and high-quality service delivery.
• Monitor Service Demand: Track and analyse call volumes, case types, and user feedback to assess service needs and trends.
• Safeguarding: Act as the Designated Safeguarding Lead, ensuring all safeguarding policies and procedures are rigorously applied and adhered to.
• Share Insights: Provide regular reports and insights on service performance and emerging trends to the leadership team.
• Deputise for Senior Call Handlers: Provide support and cover for senior call handlers as necessary.

• Lead on Recruitment: Oversee the recruitment process for frontline staff, including writing job descriptions, managing job postings, conducting interviews, and handling onboarding.
• Ensure Adequate Staffing: Continuously assess staffing levels and adjust as needed to meet service demands and maintain operational efficiency.

• Implement Quality Standards: Develop and implement policies and procedures that ensure high standards of service delivery.
• Conduct Helpline Audits: Perform regular quality audits and dip sampling of calls and interactions to ensure compliance with service standards.
• Feedback and Improvement: Collect and analyse feedback from service users and staff to drive continuous improvement in service delivery. This will include the handling of any complaints.
• Promote Excellence: Identify opportunities to put the helpline service forward for awards and recognition to highlight the quality and impact of the helpline.

• Develop Training Programs: Update, develop, refresh and implement training initiatives for new staff and ongoing development for existing staff, ensuring they are equipped to deliver services effectively.
• Identify Training Needs: Evaluate and address staff skill gaps and development needs, providing timely and relevant training and development solutions.

• Staff Management: Oversee the performance and development of frontline staff, ensuring adherence to organisational policies and processes.
• Supervision and Reviews: Ensure all staff receive regular supervision and conduct performance reviews and probationary assessments.
• HR Matters: Manage HR-related issues such as annual leave, sick leave, and staff wellbeing, addressing capability issues as needed.

• Manage Systems: Ensure the helpline’s technology, including helpline data recording and telephone systems, are fully operational and meets the service needs.
• Support Online Transition: Lead the transition to an online webchat platform, enhancing service accessibility and user engagement.

• Assist with Funding: Support the senior leadership team in securing funding and commissioning for the helpline, including preparing proposals and applications.
• Reporting: Support with helpline reports to funders and key stakeholders.

• Assist with Funding: Support the senior leadership team in securing funding and commissioning for the helpline, including preparing proposals and applications.
• Promote Helpline Services: Work with the Communications Lead to develop and implement strategies to promote the helpline and increase public awareness.
• Internal Communication: Ensure effective communication within the team and with senior leadership regarding service updates and helpline demand and needs.
• Publications: Support in development of all publications related to the helpline service and provision, for example, Annual Helpline Report.

• Previous Experience of working in the Violence Against Women and Girls (VAWG) and/or Domestic Abuse (DA) sector
• Professional experience of working with victims and/or survivor impacted by domestic abuse
• Experience of working within safeguarding guidelines and an environment bound by confidentiality.
• Proven experience in a managerial role within a support services organisation.
• Familiarity with quality assurance processes, service development, and data analysis.
• Experience of risk assessment, safety planning and developing support plans for victims and survivors of HBA and DA.

• Good understanding of the complexities of honour based abuse and the needs of survivors.
• A good understanding of the intersectional inequalities and barriers faced by victims and survivors of HBA and DA from black and minoritised communities.
• Develop project reports based on data findings and service evaluations.
• Ability to build and maintain positive relationships with internal and external stakeholders.
• Experience of delivering clear training ensuring learners improve learning and confidence.

• Excellent leadership, communication, and interpersonal skills.
• Computer literate and sufficient knowledge of Microsoft based applications including Teams.
• Ability to prioritise workload, set targets for self and managed teams and using their own initiative.
• Excellent writing skills and can write clear policies and procedures. Problem solving and creative thinker.

• Bachelor’s or Master’s degree in social work, psychology, counselling, or a related field.
• Ability to speak a second language preference where helpline need is.

• Empathetic: Able to connect with staff and service users with understanding and sensitivity.
• Organised: Detail-oriented with strong organisational and multitasking abilities.
• Proactive: Able to anticipate needs and address issues before they escalate.
• Committed: Dedicated to upholding the values and mission of Karma Nirvana.
• Resilience: Working under pressure and driven to make a difference.

Additional pay:

• Bonus scheme

Benefits:

• Company events
• Company pension
• Free or subsidised travel
• On-site parking
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Experience:

• VAWG/Domestic Abuse: 1 year (required)
• Safeguarding: 1 year (required)
• Managerial: 2 years (required)

Work authorisation:

• United Kingdom (required)

Application deadline: 03/11/2024