Location: In-person, Central Milton Keynes
Hours: 30 hours per week
Salary: £20,186.40 per annum
Contract Type: Permanent
Job Purpose
The Helpline & Triage officer will act as a first contact point via MK-ACT helpline and new referrals providing immediate safety, support and advice. To complete new client referrals, triages and identify risks. To support the IDVA’s in their roles supporting clients within an appropriate time to reduce the risk and ensuring safety needs have been met.
This role is ideal for someone who is calm under pressure, confident managing safeguarding concerns, and passionate about empowering survivors through trauma-informed support.
Main duties
Work with colleagues, other professionals and volunteers to deliver support to service users experiencing domestic abuse.
A first point of contact through:
- A central helpline
- Walk in service
- DASH ric assessment
- Immediate safety planning
- Support those who are experiencing Domestic Abuse to access services for support keeping themselves and children safe.
- Carry out urgent safety actions where needed to keep a client safe.
- Escalate changes to risk.
- Hold a small client caseload when needed and appropriate.
- Take and process new and repeat referrals through professional online referral forms, self-referrals, helpline referrals.
- Manage the helpline email inbox, responding to clients, professionals and requests.
- Ensure all client information is recorded clearly and accurately within a timely manner.
- Provide advice, information including rights and options available for victim/survivors
- Support clients to access refuge provision - local or out of area
- Provide signposting and referral to non-specialist DA services as required
- Provide emotional support where appropriate
- Arrange and manage client appointments within the Crisis Intervention Service team.
- To undertake administrative tasks within the office including uploading information onto the organisation’s database, chair team meetings, deal with post and maintain the office diary.
Partnership Working
- Provide general Domestic Abuse advice and information to professionals.
- Raise awareness of domestic abuse through direct service provision and promote MK-ACT services.
- Attend relevant partnership meetings as agreed with the Crisis Intervention Service Manager.
- Develop and maintain positive, collaborative relationships with partner agencies and MK-ACT staff.
Data
- Contribute to data collection regarding service outcomes and client impact.
- Maintain accurate records for monitoring, evaluation, and reporting purposes.
- Ensure compliance with Data Protection Act 1998 and organisational policies.
Safeguarding
- Work within MKSCB, MK-ACT (MKWA) and local agency policy guidelines to identify children, young people and adults at risk of harm. Refer, inform, and liaise with the local authority and other agencies as appropriate.
General:
- Work to achieve and maintain National or local standards of good practice or accreditation.
- Attend all meetings or training as requested by the senior leadership team.
- Attend regular supervision sessions.
- Participate in MK-ACT’s performance management processes.
- Follow procedures, code of conduct and model pro-social behaviour.
- Work as part of a team, support colleagues and build positive working relationships with team members across the organisation.
- Respect and value diversity within the community, clients and colleagues.
The above is provided for guidance and is not an exhaustive list of all accountabilities that the post holder may have over time.
Essential
- Knowledge of domestic abuse and its impact on survivors and children.
- Understanding of risk assessment, safety planning, and safeguarding.
- Excellent communication skills and confidence working with multiple agencies.
- Experience supporting survivors or vulnerable individuals.
- Ability to remain calm and professional in high-pressure situations.
- Strong record-keeping and IT skills.
Desirable
- Experience in domestic abuse services or crisis support environments.
- Experience completing risk assessments or working with voluntary/statutory agencies.
- IDVA/DA-related training (SafeLives, WAFE DAPA) or willingness to complete training.
Our Mission
MK-ACT is an independent charitable organisation that works to protect adults and children from domestic (and sexual) violence and abuse by providing a range of high quality support services, including places of refuge for women and children who have experienced or are at risk of DA, and working to empower and encourage survivors to rebuild their lives, free from violence and abuse.
Our primary purpose is to address domestic abuse as experienced by those of all genders through our activities and services. In acknowledgement of the gendered nature of domestic abuse, our focus is on women and child survivors of domestic abuse.
Our Aims
To provide a range of high quality and effective support services for adults and their children who have experienced, or are at risk from, domestic (and sexual) violence or abuse.
To ensure equality of access to relevant services provided by MKACT.
To promote cohesive inter-agency working and strengthening partnership working to develop strategies that will enhance the safety of and improve services for survivors and their children.
To enhance social justice by raising awareness and supporting campaigns for better laws, policies and services designed actively to prevent domestic and sexual violence, and/or to mitigate the impact of such experience.
To monitor standards and continually strive to improve our services.
“The quality of our service is only ever as strong as the team behind it. By investing in team development and building trust within our organisation, we ensure that every individual we support receives the care, dignity, and professionalism they deserve.” - Sue Burke, CEO
Our Values
Dignity and Respect: We respect the human rights and dignity of each individual using our services, ensuring our work is informed by their testimony and places the highest priority on their safety.
Empowerment: We are committed to providing user-centred services that address clients' needs and aspirations and contribute to their empowerment to determine their own and their children's lives.
High Quality: We are committed to delivering high quality and effective services based on the principles of informed decision-making and supported autonomy for clients, and mutual aid.
Cooperation and Collaboration: We value co-operation and collaboration in partnerships with other agencies that enable us to deliver positive outcomes for survivors and their children.
Diversity: We value the diverse contributions of all our staff, volunteers and stakeholders towards the achievement of our aims.
Our Benefits:
- Pension & Contribution
- Development opportunities
- 25 Days holiday
- Training opportunities
- Regular 121 and clinical supervision
- Sick pay
- Free eye tests
- Supportive work environment
- Wellbeing strategy and monthly activities
- Staff socials
- Your birthday off to celebrate!
Taking the next step in your application...
MK Act is an equal opportunities employer committed to quality, equality and diversity and welcomes applications from all sections of the community. This post is subject to safer recruitment procedures and regulations and an enhanced DBS check.
As part of our commitment to fair and consistent recruitment, we do not accept CVs.
Please complete the application form using the link below. Please note that any applications submitted without the form will not be considered.
https://form.jotform.com/253233664598063
Closing date for applications is 28 June 2026
Interviews held in person or online
If you have any questions or would like to find out more, please reach out to us at [email protected]
Job Type: Part-Time
Benefits:
On-site parking
Work Location: In person
Job Types: Part-time, Permanent
Pay: £20,186.40 per year
Benefits:
- Additional leave
- Company pension
- Sick pay
Location:
- Milton Keynes MK9 (preferred)
Work Location: In person
