Location: CIS Office, Milton Keynes
Hours: 30 per week
Salary: £20,186.40
Contract: Permanent
Closing Date: 4.11.2025
About Us
MK Act is a long-established domestic abuse charity with over 50 years’ experience supporting individuals and families across Milton Keynes. We provide safety, refuge, advocacy, crisis intervention and long-term support, helping survivors rebuild their lives with dignity and security.
We are seeking a compassionate and organised Triage & Helpline Advisor to join our Crisis Intervention Service. You will be the first point of contact for survivors seeking help—providing helpline response, triage, initial risk assessment, safety advice and access to appropriate services. This role suits someone calm under pressure, confident handling safeguarding concerns and committed to trauma-informed, survivor-centred support.
Why Join Us?
* Make a meaningful impact for individuals experiencing domestic abuse
* Supportive, specialist team
* Professional development and specialist training
* 25 days’ annual leave (pro rata) + bank holidays
* Additional paid birthday leave
* Free annual eye test
* Opportunity to grow within an expanding charity
Key Responsibilities
Client Support & Casework
* Answer the helpline as the first point of contact for survivors.
* Provide immediate advice, information and short-term follow-up support.
* Complete DASH risk assessments, safety plans and initial needs assessments.
* Support access to refuge accommodation locally or out of area.
* Provide clear information on housing, legal options, health services and signposting.
* Maintain accurate, confidential records and escalate risk appropriately.
* Promote a trauma-informed, survivor-focused approach.
Service Delivery & Teamwork
* Support the smooth running of the Crisis Intervention Service.
* Manage referrals, appointments and office systems.
* Contribute to service development and evaluation.
* Support volunteers and encourage inclusive practice.
Multi-Agency & Partnership Work
* Provide advice to professionals and promote MK Act services.
* Maintain positive working relationships with partner agencies.
Safeguarding & Compliance
* Work within safeguarding policies and make timely referrals.
* Liaise with managers and statutory partners on safeguarding concerns.
* Follow confidentiality, data protection and organisational procedures.
Administration & Professional Standards
* Complete administrative tasks, including data entry and diary management.
* Maintain required standards and attend training, supervision and performance reviews.
About You
You will thrive in this role if you are empathetic, organised and confident supporting people in crisis.
Essential
* Knowledge of domestic abuse and its impact on survivors and children.
* Understanding of risk assessment, safety planning and safeguarding.
* Excellent communication skills and confidence working with multiple agencies.
* Experience supporting survivors or vulnerable individuals.
* Ability to stay calm and professional under pressure.
* Strong record-keeping and IT skills.
Desirable
* Experience in domestic abuse services or crisis support.
* Experience completing risk assessments or working with voluntary/statutory agencies.