Helpline Advisor / Intervention Officer at Heka’s Hope Haven Initiative

Role Overview

• We are seeking a committed and empathetic Helpline Advisor / Intervention Officer to support victims through our helpline and frontline intervention services.
• The role involves responding to distress calls, assessing risk, providing immediate support, and coordinating appropriate interventions and referrals.

Key Responsibilities

• Respond to helpline calls, messages, and referrals in a calm, professional, and trauma-informed manner.
• Conduct initial needs and risk assessments, including safeguarding concerns
• Provide emotional support, crisis intervention, and practical guidance to victims
• Support victims with reporting options, safety planning, and access to legal, health, and social services
• Maintain accurate, confidential case records and reports
• Work closely with partner agencies, community leaders, and emergency services where required
• Participate in outreach, awareness, and victim support programmes

Essential Requirements

• Strong empathy, listening, and communication skills
• Ability to work sensitively with vulnerable individuals and victims of trauma
• Basic understanding of safeguarding, confidentiality, and victim-centred practice
• Good record-keeping and organisational skills
• Willingness to work flexible hours, including emergencies where necessary

Desirable (but not essential):

• Background in social work, law, psychology, counselling, criminology, or related fields
• Experience working with victims of abuse, domestic violence, or vulnerable groups
• Knowledge of referral pathways, legal processes, or community support services
• Previous helpline, call-centre, or crisis response experience.

What We Offer

• Meaningful, impact-driven work supporting victims
• Training and ongoing supervision
• Supportive and values-led working environment
• Opportunity to contribute to life-changing interventions