Helpline Practitioner

Background

Join South West Grid for Learning Charitable Trust and contribute to our two-decade legacy in online safety. We're seeking individuals passionate about digital well-being to join our team. Your role here will be more than a job; it will be a part of a mission to make the internet a safer place.

As a member of our team, you'll collaborate with experts, gain knowledge, and contribute to impactful projects. We offer opportunities for professional growth and the satisfaction of making a real difference.

Joining the company offers a comprehensive benefits package including continuous support and training, increasing annual leave (up to 30 days), a generous pension plan, and a wide-ranging Employee Assistance Program covering health and therapy treatments. Additional perks include an employee discount platform, family-friendly policies, annual flu jabs, and eco-friendly commuting schemes like Cycle to Work. This package aims to support employees' well-being and professional growth.

If you're committed to online safety and eager to shape the future of digital health, we welcome your expertise. Join us in our continued journey to create a safer digital world. Your skills are crucial to our ongoing mission. Together, let's build a responsible online environment for future generations.

The role

This role will involve working with clients needing support having got in touch via one of the SWGfL helplines (Revenge Porn Helpline and Report Harmful Content). The successful candidate will be responsible for responding to calls and emails supporting victims of intimate image abuse and other forms of abusive and harmful online behaviour. Clients are mostly adults, but we also support children aged 13+ in some specific cases.

The role will involve responding to client reports, offering advice, practical assistance and support that will help to resolve the issue. Significant time will be spent searching for content such as images and video and reporting this to the platforms for removal. The successful applicant will be exposed to content which will vary from low level harmful to highly graphic, and at times distressing, content of a violent and/or sexual nature while undertaking this work, often hosted on adult websites. Appropriate support and clinical supervision will be offered to staff to help deal with this. While we are always supportive and empathetic to the people who come to us, our focus is on offering a practical service rather than counselling.

SWGfL Helplines are constantly working to improve outcomes and offer protective solutions and preventative technologies to online issues such as StopNCII.org. This role would suit someone with knowledge of, and an interest in, the development of innovative technologies to keep people safe online.

Responses to clients will be both written and verbal. It is anticipated that in order to help clients, liaison with a range of external organisations and stakeholders will be required, such as internet industry platforms including Facebook, X, Instagram, adult sites, police, legal services and other support partners.

Key responsibilities

Creativity and Innovation

• Seek out new ways of reporting illegal and harmful content within remit which needs removal ?
• Liaising with colleagues in the UK Safer Internet Centre, SWGfL project teams, stakeholders
• Internet industry platforms, adult industry platforms, project partners and other support partners to maintain effective and efficient working relationships.
• Support delivery of specific project areas. This can include tasks within one or more key strategic areas: training (both internal and external), communications, research engagement, tech liaison, stakeholder relationships and operational and funding delivery. (Strategy Outcome (c)1) & AOSC Pillars/Secondary Pillars)

Contacts and relationships

• Adult victims of intimate image abuse
• Victims of harmful content online, aged 13 +
• UK Safer Internet Centre team ? South West Grid for Learning and consortium partners; Childnet and IWF (Internet Watch Foundation)
• Industry platforms (eg. Facebook, X, etc)
• South West Grid for Learning project team (delivering components to the UKSIC)
• Stakeholders (Industry supporters, Partner charities/NGOs, Government organisations)

Decisions – Discretion

• Using experience, supported by internal policies and processes, offer advice to people contacting the helplines
• In line with procedures, decide if the issue requires escalation, perhaps due to complexity, impact or risk
• Undertake such duties and work hours as agreed with the Helpline Manager.

Resources

• Responsible for recording and maintaining a database of all communications
• Responsible for understanding and using different communication platforms, such as Facebook Messenger and web-based portals
• Phone, email and case management systems to communicate with stakeholders.

Work Environment

• Work is mostly office based at the SWGfL Office with high keyboard and telephone usage – some travel across the UK and Europe as necessary.

Knowledge and Skills

The knowledge and skills required are set out in attached person specification. Key tasks include:

• Responding to inbound telephone calls and email
• Basic use of spreadsheets and Microsoft 365 products for reporting
• Prioritising, managing and organising work, in conjunction with the Helpline Manager/Team Leader/Senior Helpline Practitioners based on urgency as required
• To be able to handle difficult and emotional calls and/or complaints in a professional, polite, calm and empathetic manner
• To provide professionals with clear, appropriate and effective advice and support
• To escalate calls as required to the Helpline Manager/Team Leader/Safeguarding Lead as appropriate
• Liaising with stakeholders, professional associations, unions and service providers in certain circumstances to progress and resolve issues as required
• Promote the Helplines via social media and other channels ? Assisting in the preparation of reports
• To provide support to other members of the team when requested.

KEY DIMENSIONS

• Providing victims with effective support and advice
• Awareness of the Safeguarding agenda
• Liaison with stakeholders, partners and internet industry platforms
• Clear communication skills ? Use of online research/technical skills to locate and identify online content for removal.

Starting salary of £26k, rising to £28k upon successful completion of a six-month probationary period.

Job Type: Fixed term contract

Pay: £26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay

Work Location: In person