Dyn Domestic Abuse Helpline Risk & Access Officer (Male Victims)

1. Safer Wales is a Real Living Wage employer and is currently reviewing its salary framework to ensure fairness and sustainability.
2. As a Helpline Risk & Access Officer, you will be the first point of contact for individuals reaching out to the service.
3. This role is a triage and coordination role, ensuring individuals receive timely, appropriate responses and are referred to specialist practitioners where needed, in line with Safer Wales’ “no wrong door” approach.

Location: Cardiff

Salary: MS4 – £25,353.25

Safer Wales is a Real Living Wage employer and is currently reviewing its salary framework to ensure fairness and sustainability.

Hours: Full-time (part-time considered)

Responsible to: Service Manager

Closing Date: 13 May

Interview Dates: 21–22 May

About the Role

Safer Wales recognises that men experiencing domestic abuse often face additional barriers when seeking support. The Dyn Service provides inclusive, trauma-informed support that enables men to feel safe, respected, and able to explore their options without judgement.

As a Helpline Risk & Access Officer, you will be the first point of contact for individuals reaching out to the service. Your role will focus on initial engagement, risk assessment, and facilitating access to appropriate support.

This is not an advocacy or caseload position. Instead, it is a triage and coordination role, ensuring individuals receive timely, appropriate responses and are referred to specialist practitioners where needed, in line with Safer Wales’ “no wrong door” approach.

Key Responsibilities

Helpline & First Contact

• Act as a welcoming and professional first point of contact for male victims of domestic abuse
• Respond to calls, emails, and online enquiries using a trauma-informed approach
• Provide immediate emotional support, reassurance, and clear information
• Build trust with callers while maintaining professional boundaries

Risk Assessment & Access

• Conduct structured risk assessments (DASH RIC training provided)
• Identify and escalate risk in line with safeguarding procedures
• Facilitate timely referrals to specialist services where required
• Provide appropriate signposting to internal and external support services

Administration & Coordination

• Maintain accurate, confidential, and respectful records
• Support referral tracking and information sharing across the Dyn Service
• Manage administrative aspects of triage and access processes
• Ensure compliance with data protection and organisational policies

Safeguarding & Professional Practice

• Recognise and respond to safeguarding concerns appropriately
• Work within trauma-informed, strengths-based, and anti-oppressive frameworks
• Maintain clear boundaries in line with the scope of the role

Teamwork & Development

• Work collaboratively with colleagues, including IDVAs and wider teams
• Participate in supervision, reflective practice, and ongoing training
• Contribute to a positive, inclusive workplace culture

Person Specification

Essential Experience

• Experience in a helpline, administrative, coordination, or customer-facing role
• Experience supporting individuals in emotionally sensitive situations
• Ability to gather and accurately record sensitive information

Essential Skills & Qualities

• Empathetic, non-judgemental communication style
• Strong organisational and administrative skills
• Ability to remain calm under pressure
• Confidence working within clear procedures and boundaries
• Commitment to trauma-informed and person-centred practice
• Understanding of the importance of inclusive support for male victims

Essential Knowledge

• Awareness of domestic abuse and its impact
• Understanding of safeguarding, confidentiality, and professional boundaries
• Commitment to equality, diversity, and anti-oppressive practice

Desirable

• Experience in domestic abuse, housing, health, or community services
• Experience working in a helpline or triage environment
• Knowledge of DASH RIC (or willingness to train)

Our Values

Safer Wales is committed to:

• Trauma-informed, strengths-based practice
• Removing stigma for male victims of abuse
• Empowering individuals and respecting autonomy
• Partnership working across sectors
• Supporting staff wellbeing through supervision and learning

Role Scope

This role focuses on risk triage, access, and coordination only.

It does not include long-term casework, advocacy, or MARAC responsibilities.

How to Apply

Complete the application and equal opportunities forms via the Safer Wales website and then send.