Parents Beyond Breakup welcomes applications from all members of the community. Remote working is required and shifts include weekdays, evening, and weekend cover. Training and supervision will be provided remotely and in person through mentoring and accredited courses. Criminal History check certification required.

OVERALL PURPOSE OF THE JOB

Parents Beyond Breakup (PBB) is a national suicide prevention charity operating peer support groups and helpline supporting separating parents nationally. The operator will be responsible for providing caller support, signposting enquiries, taking referrals, making risk assessments, distributing information and all associated administration processes. The Helpline contact will be via phone and social media. The operator will be expected to work within PBB policies and uphold its values and ethos. PBB will offer full training and mentoring for new Helpline Operators including accredited courses such as ASIST program.

KEY TASKS

• To provide a supportive, calm and professional interaction with everyone accessing the Helpline via various communication channels.

• To distribute information and make referrals
• To complete all administration that is associated with the service, such as recording data from each call received, outcomes and monitoring information.
• To ensure that all calls are followed up with an appropriate call back and onward referral.
• To ensure that all callers receive an appropriate level of assessment to ensure they are referred to the right service and risk concerns are safety addressed.
• To contribute to improving the information held by Helpline and help develop further referral mechanisms with other agencies and organisations.

Helpline Operator - Job Description & Person Specification

• To ensure that all safeguarding procedures are followed and to ensure that a full follow up is provided.

• Have full regard to the policies and procedures of PBB.
• To undertake and fully participate in 1-1 supervision, line management and other developmental opportunities in accordance with the ethos of PBB.
• Any other tasks specified by PBB

Essential Criteria

• Experience of working (either paid or voluntary) in a supportive role with adults, suicide prevention desirable but not essential.
• Good level of both verbal and written communication to both callers in crisis & professionals
• Demonstrable administration and IT skills
• Awareness of dealing with at risk clients and suicidal clients
• Understanding of domestic violence and associated legal processes
• Understanding of family separation and associated legal processes
• Understanding of the gendered experience of family separation, domestic violence and associated legal processes
• Respect and value for both mums and dads as valuable to their children
• Ability to work unsupervised and make decisions while maintaining safe working practices
• Demonstrate your knowledge of maintaining confidentiality while interacting with high risk callers
• Lived experience of separation

Desirable Specification

• Experience of working on a Helpline/Call centre environment
• Human service qualifications desirable but not essential
• Experience of risk assessment and management
• Knowledge and understanding of the human service sector and services available to support separating parents
• Communicating with callers who have difficulty communicating in English and who may have a different cultural understanding of the issues surrounding family separation and domestic violence

To apply, click "Apply Now" and follow the instructions.

Email all enquiries to: [email protected] using the subject line: Suicide Prevention Helpline Operator enquiry via EthicalJobs.

A position description is attached.