ID: 1478 Sessional Helpline Operator
Service: FamilyLine
Salary: £12.21 per hour
Location: Homebased
Hours: Sessional hours - Monday to Friday 9am – 7pm
Contract: Sessional Contract
Family Action & the Role’s Impact:
At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities.
We see first-hand the power of family to shape lives, for better or worse, so we speak up for the
importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.
Our National Helpline Service - FamilyLine is proud to announce the expansion of our support framework to include dedicated services for adult family members. We are seeking compassionate and dedicated professionals to join our team and help us make a meaningful impact on the lives of families.
Main Responsibilities:
• Deliver a professional and coordinated service to service users either digitally or by telephone, by responding in a professional and timely manner and providing relevant, up to date information, guidance and support.
• Work in partnership with the FamilyLine team and other colleagues to ensure a well-coordinated delivery plan and shared vision.
• Provide a non-judgmental and confidential space for individuals to express their concerns, fears and emotions.
• Respond appropriately to any safeguarding concerns, demonstrating an understanding of, and complying at all times with Family Action’s procedures for promoting and safeguarding the welfare of children and vulnerable adults.
Main Requirements (for details check the job description and person specification):
• Experience in providing trauma-informed support through a range of channels, with well-developed telephone skills including active listening and questioning
• Demonstrable digital competence, with experience of effective use of a range of tools including online case management systems or similar.
• A good understanding of safeguarding issues and a commitment to Family Action’s procedures for promoting and safeguarding the welfare of children and vulnerable adults.
• Excellent interpersonal skills including the ability to engage a range of audiences and professionals on the telephone or via email etc
We are forward looking, ambitious and committed to continuous improvement. We are a people focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect.
To Apply:
• Click the “Apply Now” link below and fill out our digital application form
• Closing Date: Friday 13th June 2025 at 23:59
Interviews are scheduled to take place week commencing 23rd June 2025 virtually, with slots throughout the working day.
For direct queries or if you would like to discuss any aspect of the selection process or flexible working requests, please email: kerry.center@family-action.org.uk
Our commitment to Equality, Diversity & Inclusion:
We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required.
We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. Intersectionality is important to us and we particularly welcome applications from ethnically diverse communities, LGBTQIA+ candidates and disabled candidates because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role, and will reimburse your travel cost if you attend an interview.
*Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.
