What does the Helpline do?
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 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.
You will be offering advice and assistance to the public via telephone, email and through social media. You will take ownership of each contact you take and will be responsible for assessing the risk. If needed, you will also be required to liaise 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.
What skills and experience are we looking for?
To be successful in this role, you will need to have the following:
- An appropriate level 4 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
- An understanding of the needs of children
- 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.
What shifts will you work?
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. We are looking to recruit 3 full-time (35hrs) and one part-time (17.5hr) positions.
(Please see the attached rota information document for full details)
What do we offer in return?
- 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
If you would like any further information about the role, please contact our Helpline resources team at [email protected]. The Helpline also offers an optional telephone call to all shortlisted candidates to provide additional information and answer any questions you may have. These calls can be arranged at a time that suits the candidates.
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.
