Heka's Hope Haven Initiative is a survivor-centred organisation dedicated to providing free emotional support, legal guidance, and rights-based advocacy for individuals affected by violence, abuse, and criminal victimisation. Our work is rooted in empathy, confidentiality, and access to justice. We help individuals understand their rights, process trauma, and access safe justice pathways with safety, dignity and no judgment.

We are recruiting to fill the position below:

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