Helpline Practitioner - #35361


Date: 2 weeks ago
City: Belfast
Salary: £32,203 per year
Contract type: Full time


Helpline Practitioner


Helpline Practitioner

Home Open roles Helpline Practitioner

Helpline Practitioner

  • Annually: £32,203 per annum plus 3.5% Rota Allowance, and £200 per annum (Hybrid) Home Working Allowance
  • Region: Flexible & home working
  • Location: Belfast - The Lanyon Building, Salford - Quays Reach
  • Department: NSPCC Helpline
  • Vacancy Type: Fixed Term
  • Working Hours Per Week: 35
  • Duration of Fixed Term: 9 Months
  • Closing Date: 5 December 2023

At the NSPCC, our vision is to end cruelty to all children in the UK. An ambitious but worthwhile mission — and one you will help us achieve as a Helpline Practitioner.

At our UK-wide Helpline, our priority is to empower the public to protect children and young people. With empathy, sensitivity and common sense you will provide emotional support, practical guidance and help to anyone who thinks a child may be at risk of abuse. Working as an advisor to adults across the UK you will encourage and empower them to look out for the children around them - to take action and give children a voice when they are unable to ask for help themselves.

This is a fantastic opportunity for you to develop your child protection expertise within a unique and highly influential national service, to work for an organisation whose core value is putting children first and for you to personally make a positive impact on thousands of families across the UK.

You will be providing advice and assistance to the public via telephone, email, text and through social media. You will take ownership of each contact you take and you will be responsible for assessing the risk, liaising with our external child protection partners (Children's Services, Police) to ensure prompt and effective action is taken to minimise the risk to any child.

To be successful in this role, you will need to have the following:

  • An appropriate qualification from a safeguarding field, for example, social care, health, education, law enforcement, youth justice, youth work or counselling AND post-qualification experience of working in a role where you have had a level of responsibility for safeguarding children or families.
  • Driven by making a difference
  • Up-to-date knowledge of child protection legislation and practical experience of child protection and welfare issues
  • A passion for customer service
  • An understanding of the needs of children and their psychosocial development
  • Ability to collect, assess and summarise essential information in written format
  • Good IT skills

This is a fast-paced national helpline with demanding targets, where self-discipline and the ability to work quickly are as essential to enable us to effectively deliver a child focused service. If you believe you tick all of the above and want to join us in the fight for every childhood please apply now.

In return we offer:

  • Generous annual leave entitlement starting at 29 days per year
  • Employee discounts on everyday goods and services offering up to 35% off your favourite brands
  • Employee Assistance Programme (EAP)
  • Pension
  • Life Assurance Scheme
  • Family friendly policies including paid parental and carers leave
  • Bicycle and Season Ticket Loans
  • Staff volunteering opportunities

The Helpline operates a hybrid-working model, with a requirement that one in three weeks is worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.

The post holder will be required to participate in a rota working pattern and support a team that covers the period 7.30am to 10pm on weekdays and 8am-7pm on weekends. This also involves bank holiday working/weekend working.

If you would like any further information about the role, please contact our recruitment team at [email protected].

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.

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Share this page Key Documents
  • Helpline Practitioner JD & Person Specification Updated March 2022 (5).pdf (2.51 MB)
  • Example HP shift pattern - June 2023.pdf (52.08 KB)
  • Helpline Pracitioner T&Cs November 23.pdf (93.50 KB)
Supporting Documents
  • Policy on storage handling use retention and disposal of DBS PVG and Access NI disclosures (227.92 KB)
  • Our Benefits (1.50 MB)
  • Recruitment of ex-offenders policy (268.33 KB)
  • Safeguarding Statement (455 kB)
  • Inclusive Recruitment Practices (943 kB)
  • EDI Action Plan (677 kB)
Working in the Services team
The application process

As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.

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