Helpline Triage Advisor

Location: London (hybrid)
Closing Date: 19th Oct 2023
Hate Crime Triage Officer and Independent Victim Advocate

Employment Type: Employed

Do you want to make life better for LGBT+ victims and survivors of abuse?

Galop, the UK’s LGBT+ anti-abuse charity, is seeking a Helpline and Triage Advisor to work on Galop’s National LGBT+ Helplines. This will include supporting callers who have been subjected to violence and abuse, including domestic abuse, hate crime, sexual violence and so-called conversion therapies.

Galop works directly with thousands of LGBT+ people who have experienced abuse and violence every year. We specialise in supporting victims and survivors of domestic abuse, sexual violence, hate crime, and other forms of abuse including honour-based abuse, forced marriage, and so-called conversion therapies. We are a service run by LGBT+ people, for LGBT+ people, and the needs of our community are at the centre of what we do.

Our National Helpline for LGBT+ Victims and Survivors of Abuse and Violence offers emotional support, advice and signposting to LGBT+ victims and survivors of domestic abuse, so-called “conversion therapy”, sexual abuse and violence and hate crime. We provide advocacy services, both in London and nationally, for LGBT+ victims who need longer-term support. We are person-centred, empowerment-based, and trauma-informed – meaning our focus is always on helping our clients decide what is best for them, and then supporting them through their journey.

We use what we learn through working on the frontlines with clients to work on national and local policy change, to improve outcomes for LGBT+ victims and survivors of abuse and violence. We build evidence through key pieces of research, like our upcoming report into LGBT+ experiences of sexual violence. We push for legislative change, improved statutory guidance for victims, and better understanding of the needs of LGBT+ people around the country.

We are looking to recruit someone with a strong background in helplines, a trauma-informed approach to supporting survivors and a ‘can-do’ and flexible attitude. You’ll need to have good resilience and self-care, and a strong understanding of the needs of LGBT+ victims and survivors.

The Helpline and Triage Advisor will work as part of our growing Helpline team, answering calls, responding to emails and webchats on Galop’s National LGBT+ Helpline but with a primary focus on handling the triage of people entering our service, and those of our partner organisations.

You will work to identify the needs of each person referred to our service, bring them into our advocacy or therapeutic services where appropriate, offering one-off advice and assistance, or referring elsewhere where the clients’ needs suggest this is the best route for them (a process known as “triage”).

You will also triage people referred into the pan-London hate crime victim service known as CATCH. Your role will be to offer them a conversation to find out about their situation and either refer them into the relevant service or provide one-off support to them. The service is run in partnership with specialist organisations working with victims of hate crime, including specialists in hate crimes motivated by racism, anti-LGBT+ prejudice, antisemitism, anti-Muslim, or anti-disability prejudice. Each organisation provides support and advocacy for hate crime victims, including offering clients a space to talk and think through options, helping them plan what they want to do, and offering assistance in getting what they need from authorities.

You will have expertise in delivering needs-led specialist support services. You will need to be solutions-focused and enjoy working collaboratively across a diverse and committed team. You’ll need to have good resilience and self-care, and be prepared to work in an environment where abuse and violence are regularly talked about. You’ll need to understand the impact of trauma and how that affects our team.

Galop’s offices are located in London. Hybrid working is available.

Part time (21 hours per week).
Hours of work will be agreed with the successful candidate.

Fixed term until 31 September 2025 (continuation after this point subject to additional funding).

Reports to
Head of Helplines and Volunteering.

£27,485.36 – £30,976.35 pro rata (including inner London Weighting of £3,892.37 which is available to staff who live in London and/or work from the Galop building in central London).

Closing Date
Applications should be submitted by 12 noon on Monday 16th October 2023.
Interviews will be held from week beginning 30th October 2023.

If you have any questions or would like to discuss the role further prior to application, please contact our Head of Helplines and Volunteering, Leighton at [email protected]

Please send expressions of interest by email only to [email protected]

Download an application pack on our website to apply

Please send completed applications and equal opportunities form by email only to [email protected]

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