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First Contact Administrator – The Pathways to Change Project

Role:               First Contact Administrator – The Pathways to Change Project

Based:            West Bromwich

Rate:                £20,319 - £22,233

Start Date:      ASAP

Duration:        Permanent

Hours:             Full Time 37.5 hours Monday to Friday

Our client, a specialist Domestic Violence charity based in the Black Country is looking to recruit a First Contact Administrator for their innovative project “The Pathways to Change”. This is a central contact and administrative role that receives referrals and provides initial advice and guidance to agencies, stakeholders and individuals at first contact

The Pathways to Change project is an innovative project designed to reduce offending behavior of domestic abuse perpetrators through community and group interventions. Perpetrator work and victim support run in parallel. Perpetrator work is delivered by St Giles Trust and Relate Birmingham. Our client delivers the parallel victim support to victims

Synopsis of duties:

  • To be responsible for taking calls and field as appropriate to the relevant service or staff member. Services include:
  • Domestic abuse community and accommodation services
  • Rape and sexual violence service
  • Children and young person’s services
  • Women’s justice service
  • Therapeutic counselling service
  • Stalking service
  • Modern slavery service
  •  
  • To be responsible for delivering an effective system of first contact, care and support to clients who are victims/survivors of abuse; this includes gathering information regarding the client and their circumstances and assessing requirements for support.
  • To effectively communicate with clients over the phone in a manner and pace that is appropriate and which: 
  • develops and maintains a positive atmosphere
  • allows clients to progress at their own pace
  • reflects an interest in and understanding of the situation
  • maintains calm and control throughout the call
  • acknowledges risk to health, safety and welfare
  •  
  • Accurate recording of the details on the case management system and prepare case files ready for allocation
  • Where new information is available keep case management databases and systems up to date with relevant information.
  • To liaise on a daily basis with partners at St Giles Trust and Relate Birmingham, recording and providing updates and processing requests.
  • To monitor and respond to referrals via email and telephone in a timely manner to ensure contact is maximized and needs are met.
  • Where client details are missing, make contact with parallel perpetrator services to obtain accurate details to enable contact and allocation.
  • Where appropriate refer clients to other services to create the best outcomes for clients.
  • Once the client has agreed to support, allocate to the correct domestic abuse worker to pursue interactive interventions, ensuring that this transfer has been accurately recorded in accordance with the systems, policy and procedures
  • Reallocate clients to community domestic abuse support where the perpetrator stops working with parallel perpetrator services and the client would like further support.
  • To build relationships with stakeholders and ensure appropriate sharing of information in accordance with policies and procedures.
  • Working directly with all key agency partners to ensure that work with clients is coordinated and information is shared effectively and appropriately.
  • Ensure that all data is recorded accurately, evaluation measures are completed and support outcomes are obtained and that the recording systems and maintained and up to date.

Essential Requirements:

  • Educated to minimum Level 3 or equivalent. May consider level 2 if matched with a good level of experience in health and social care, administration or similar.
  • GCSEs English and Mathematics – Grade C or above.
  • Experiencing of working within a needs led service providing information and advice to vulnerable people, such as victims of domestic abuse/sexual violence.
  • Experience of working in a professional environment.

Supporting Futures Consulting acts as both an employer and an agency.


Location: West Bromwich | Salary: 20319 - 22233 per year | Job type: Permanent | Posted: 15/09/2023

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