CV Type Questions Flashcards
Skills needed for this role
The skills needed for this role:
To have natural empathy and a true desire to support and empower survivors of domestic abuse and sexual violence.
To be highly motivated, committed to providing excellent service in a fast-paced environment, and able to work varying shifts patterns to cover a 24-hour rota.
A quick-thinker, able to multi-task and problem-solve under pressure to achieve excellent outcomes for our contacts.
Good I.T. and literacy skills.
The ability to work professionally with internal and external organisations.
An understanding of issues surrounding domestic abuse, sexual violence and violence against women is desirable, but full helpline training will be provided.
The Helpline is open 24/7 and it is therefore essential that the successful candidate is prepared to work various and unsociable shifts.
Job description
To provide a confidential information and signposting telephone helpline
service to women, men, children and young people experiencing domestic
abuse, sexual violence and all forms of violence against women, and to those
contacting the service on their behalf;
• To evaluate and respond to need and minimise risk to service users who are
experiencing domestic abuse, sexual violence or other forms of violence
against women;
• To refer service users to appropriate support services making use of the
Welsh Women’s Aid Routes to Support vacancy system and other referral
pathways where necessary;
• To maintain accurate information on calls received that complies with
confidentiality and the Data Protection Act 1998; Human Rights Act 1998 and
Crime and Disorder Act 1998.
Based at the WWA Helpline offices near Caernarfon.
Performance criteria
PERFORMANCE CRITERIA: Key functions and tasks
Helpline Support Worker
GK101.1 Provide access to information for callers / survivors of domestic abuse, sexual violence and other
forms of violence against women
GK101.1.1 Establish and assess the needs being presented and information sought by survivors.
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GK101.1.2 Identify appropriate and relevant sources of information, and access these where required, in line
with WWA procedures.
GK101.1.3
Identify, where necessary, other agencies to which callers / survivors could be referred for the
information and support required, and provide the relevant contact details correctly.
GK104.1 Empower survivors of domestic abuse, sexual violence and other forms of violence against
women to recover and to regain control of their lives.
GK104.1.8 Work with survivors to identify sources of support and actions which they can take to address the
abuse and associated risks.
GK105.1 Advocate on behalf of survivors of domestic abuse, sexual violence and other forms of violence
against women.
GK105.1.5 Advocate on behalf of survivors, representing accurately and clearly their relevant views and
wishes to appropriate agencies, in line with agreed advocacy plans.
GK105.1.8 Negotiate with agencies on behalf of survivors where necessary and appropriate in realising their
needs and rights.
GK105.1.10 Ensure that the safety, health and wellbeing of survivors is central to the advocacy process.
GK202 Arrange safe accommodation for survivors of abuse, sexual violence and other forms of violence
against women and for their family as appropriate.
GK202.1 Engage with survivors to determine their accommodation requirements.
GK202.1.1 Gather and assess relevant, available information regarding the victim’s personal details, current
accommodation situation and associated risks to their safety, health and wellbeing, and
consequent requirements for accommodation.
GK202.1.4 Explore and agree with survivors their needs for accommodation and associated support,
providing relevant and up to date advice.
GK202.1.8 Provide survivors with all relevant information to allow an informed choice regarding the
preferred option(s), ensuring that the option(s) are relevant and feasible for the person.
GK202.2 Assist providers of accommodation and other services in supporting survivors.
GK202.2.1 Discuss with relevant agencies and providers of accommodation and other services the relevant
circumstances and needs of survivors, with their consent and in line with WWA policies.
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GK202.2.2 Discuss with appropriate providers relevant aspects of survivors’ circumstances which impact
upon the support to be provided, whilst maintaining confidentiality as agreed and in line with
WWA policies.
GK202.2.8 Communicate with providers in a professional manner, recognising their role as partners in the
process.
GK202.2.9 Maintain accurate and up to date records, keeping all relevant parties informed of progress and
outcomes, whilst ensuring that confidentiality is maintained in line with statutory, organisational
and service requirements.
GK401.1 Address callers regarding abuse, sexual violence and other forms of violence against women with
sensitivity.
GK401.1.2 Communicate clearly and concisely, and at a pace suited to the service user.
GK401.1.4 Use appropriate questions to establish relevant information regarding the service users’
requirements and circumstances.
GK401.1.6 Treat the service user with dignity and respect, accepting what they are saying and avoid being
judgemental.
GK401.1.8 Take positive action to develop and maintain a positive atmosphere with the service user,
demonstrating tact, empathy and an open and honest approach.
GK401.1.9 Respond constructively to initial disclosure of abuse.
GK401.1.16 Follow Welsh Women’s Aid approved procedures throughout the call.
GK401.1.17 Maintain accurate and up to date records, in line with WWA procedures.
GK402.1 Establish and address needs of service users regarding abuse, sexual violence and other forms of
violence against women.
GK402.1.1 Identify the service user identity, where possible, using WWA approved procedures and
respecting their anonymity where required.
GK402.1.3 Determine relevant details regarding the service user, including the reasons for their call, their
personal circumstances and their perception of their needs.
GK402.1.6 Assess the service user situation and determine the correct response and associated actions
required.
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GK402.1.7 Identify where relevant, any circumstances which might cause potential conflict between the
service users requirements and the response proposed, and address these in a manner designed
to promote an agreed way forward and to maintain a positive relationship with the service user.
GK402.1.9 Take prompt and appropriate action to respond to service user who you assess to be at particular
and immediate risk of harm
Job Summary
GK101 Provide access to information for victims/survivors of domestic and/or sexual abuse/violence
GK102 Deliver interventions towards increasing the safety of individual victims/survivors of domestic and/or sexual
abuse/violence.
GK104 Empower victims/survivors of domestic and/or sexual abuse/violence to recover and to regain control of their
lives.
GK105 Advocate on behalf of victims/survivors of domestic and/or sexual abuse/violence.
GK202 Arrange safe accommodation for victims/survivors of domestic and/or sexual abuse/violence.
GK401 Address service users regarding domestic and/or sexual abuse/violence with sensitivity.
GK402 Establish and address requirements from service users regarding domestic and/or sexual abuse/violence.
Job Summary
Safety,Empower, advocate, arrange, sensitivity, provide access to information for survivors/ victims of DA.
What qualities do I have?
empathic respectful empowering kind compassionate committed enthusiastic Learner resiliant Equality Single sex spaces ( e.g MOIMR groups)
What skills do I have?
Good Communicator (tactful) Good teamworker Organised IT skills Record Keeping Welsh learner Shift worker experience
Professional Experience
Elderly Learning disabilities Children Chaotic clients mental health distress safeguarding risk assessments care plans substance misuse physical health problems Women experiecing domestic violence
What Skills they are looking for
Empathy Problem solver shift worker fast paced environment quick thinker IT skills MDT worker DA knowledge motivated
