JOB DESCRIPTION. Background and Context

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1 JOB DESCRIPTION JOB TITLE: DIRECTORATE: DEPARTMENT: HELPLINE PRACTITIONER NATIONAL SERVICES NSPCC HELPLINE Background and Context The NSPCC's mission is to end cruelty to children in the UK. Within the National Services Directorate our priority is to provide a range of universal national services, accessible anywhere in the UK, focused on protecting children and young people and preventing abuse especially at the times when they are most needed. Our universal national services include helplines, information and advice services for children and young people whatever they are feeling or facing, adults worried about a child or young person, professionals working with or on behalf of children and young people and organisations who work with or on behalf of children and young people. Our breadth of service offerings and expertise makes us integral to the child protection system. The NSPCC Helpline is a telephone and online service for adults who are concerned about the welfare of a child or young person. It provides adults with advice, guidance and support, and can take action on their behalf if they have concerns about a child who is either being abused or is at risk of abuse. Job Purpose Helpline Practitioners are at the forefront of child protection and are integral to the NSPCC Helpline to help protect children and young people from harm. The NSPCC needs to ensure that practitioners are in place as and when required, to manage the increasing demand of the Helpline. Helpline Practitioners will assist the Helpline Team Manager in providing assistance to those contacting the NSPCC while working within NSPCC Policy, Procedures and Standards. Practitioners will need to receive and respond appropriately to all forms of requests for service to the NSPCC Helpline by providing safe and effective child focused practice Obtain information which will enable an assessment to be made and action as appropriate to be taken by statutory agencies, recording all work undertaken and to process accordingly.

2 To contribute to the NSPCC s reputation and public relations through delivering a high quality customer service. Contribute to raising awareness of services some of which will relate to media related appearances and make a contribution to the development of best practice. KEY RELATIONSHIPS The post holder will report to a Helpline Team Manager and Assistant Team Manager. There will be extensive contact with professionals and members of the public. The post holder will be liaising with colleagues from other NSPCC directorates and external agencies such as Children Services and Police. In addition the post holder will work with the Head of Child Protection, Head of Child Protection Operations, Head of Knowledge and Information, Helpline Information team and other divisional staff. MAIN DUTIES AND RESPONSIBILITIES 1. Deliver services Engage with a range of different service users taking into account their individual needs, rights and current situation. Provide services to carers and adults counselling/advising them over the phone and s, in an appropriate professional manner adhering to effective safeguarding practice. Assess nature/content of the call/contact and take direction from the duty manager on what action is required on the basis of the information available, ensuring information is passed to the appropriate person/agency within time periods specified in procedures. Accurately record full details of all telephone and other contacts and further action recommended, on appropriate forms according to NSPCC procedures and NSPCC Helpline guidelines. Contribute to evaluation of services in order to promote good practice. Deliver services consistent with team and activity plans. Deliver services in line with equal opportunity practices; paying attention to issues of diversity.

3 2. Working within NSPCC Policy, Procedures and Standards Maintain the standard of professional service in line with the NSPCC Principles, Standards and Procedures documents. Comply with other relevant policies and procedures e.g. the NSPCC Health & Safety policy 3. Representing the NSPCC and promoting the work of the service Work with fundraising staff to promote the work of the service and the NSPCC to various audiences including supporters, fundraisers and volunteers. Attend meetings or appropriate external groups as directed by NSPCC Helpline management. Provide advice in answer to enquiries from inside or outside the NSPCC. Participate in media related activities as directed by your line management. 4. Work in partnership with staff from other organisations Maintain professional working relationships with staff from other agencies. Work alongside staff from other agencies or departments to deliver effective services. Work with external agencies on receiving and processing child welfare referrals. Liaise with colleagues and other professionals to promote good working relationships and safe child protection practices. 5. Contribute to personal and team development Actively participate in team meetings, briefings and training events. Contribute to the development of learning materials or other resources. Take responsibility for developing your own knowledge and skills. 6. Contribute to the development of best practice and service development Take the initiative in identifying opportunities to develop service activities. Contribute to service development. Contribute and assist in the updating and development of information and resources as required.

4 Keep informed about the policies of the NSPCC and the organisations strategies and campaigns and promote these to a variety of audiences. 7. Directly supporting the work of others in the delivery of services Provide support to other staff / volunteers working as part of the service. Any other duties that may be required commensurate with the grade and nature of the post. Responsibilities of all National Services Directorate Colleagues To uphold the NSPCC Values in the way we work To take personal responsibility for keeping up to date with and contributing to the development of best practice At all times to carry out the responsibilities of the post in a manner consistent with promoting equalities and diversity, and which demonstrates respect for children s rights. To actively participate in regular department and team meetings, contributing to strategy, discussions and decisions. To maintain an awareness of own and others health and safety and comply with the NSPCC s Health and Safety policy and procedures. Willingness to work flexibly in terms of approach to work.

5 PERSON SPECIFICATION Job Knowledge, Skills and Experience 1. An appropriate social care, health or education qualification AND postqualification experience of working where you have been required to respond to the needs of children in need of protection. 2. An understanding of the needs of children and their development. 3. Up to date knowledge and good understanding of current childcare legislation, research and best practice guidance 4. Experience of working in a high demand customer focused environment. 5. Well-developed written and verbal communication skills. 6. Proven ability to provide advice and assistance by telephone and in writing to children and adults 7. Ability to collect, assess and summarise essential and key information and record this succinctly in a written form. 8. Well-developed basic IT skills and experience of using a client information data base. 9. Ability and willingness to assist in the promotion of NSPCC services, principles and values to a variety of audiences, including fundraisers media and other professionals, including oral presentations. 10.Ability to use own initiative and effectively plan and prioritise work. 11.Ability to work effectively as a member of a team and with other agencies.