Salary: £23,154 per annum (Pro Rata) Location: Contractually based in our Hwb in: Pontllanfraith Contract Type: Temporary - Maternity Cover- 9 months (with possibility of extension) - Workplace based Hours & working Pattern: 21 hrs per week (Part Time) 3 x days a week (Must include a Monday) Flexible start and finish times that incorporate the hours of 9.30am to 4.30pm and a minimum of 30 minutes unpaid break during shift All team members must work flexibly on occasions to meet the needs of the Charity and the people we support Accountable to: Assistant Support Services Manager Purpose of the post: To provide responsive, trauma-informed administrative and frontline support to individuals accessing Cyfannol Women’s Aid services. Working closely with the Assistant Support Service Manager, you will support the safe and effective delivery of services by receiving referrals, offering immediate information and safety planning, providing practical support, signposting and ensuring high-quality administrative processes are maintained. This role plays an important part in creating a welcoming, safe and inclusive environment for everyone accessing our services Specific responsibilities: Hwb Responsibilities: Collaborate with team members to deliver high quality, specialist, trauma informed VAWDASV services Provide a tidy, organised and informative Hwb whilst assisting in setting up any assessment, counselling and training rooms ready for appointments, meetings, training or events Act as a welcoming, calm and respectful first point of contact for individuals attending or contacting the service whilst providing for their immediate comfort needs of those visiting us in person and seeking our support (for example offer refreshments, toilets, toys and conversation) Respond to visitors and in person/ phone or email enquiries in a non-judgemental and compassionate manner, ensuring people feel heard, safe and treated with dignity. Connect individuals to the appropriate colleague or sensitively signpost to relevant external agencies based on their needs and choices Maintain a clear and up-to-date understanding of the services delivered within Cyfannol, enabling you to provide accurate, accessible information and support individuals to make informed decisions about the support available Coordinate the effective and confidential use of office systems, including diaries, internal communications, directories and team member whereabouts, helping to ensure smooth service delivery and a psychologically safe working environment Collaborate with team members to ensure safe and effective running of the services in line with health and safety requirements Manage incoming donations, in line with current needs and agreed processes Assist team members when required, with, for example, MARAC research or managing waiting lists Referrals and Allocations Receive and respond to initial referrals in a trauma-informed and strengths-based way, gathering information sensitively and at a pace that feels safe for the individual. Identify appropriate support options collaboratively and complete required documentation accurately and respectfully. Provide immediate safety planning for individuals making contact via telephone, email or drop-in. This includes discussing practical options to enhance safety and facilitating access to security measures where required Support individuals to explore their options in relation to domestic abuse, ensuring information is clear, inclusive and accessible. Promote autonomy by respecting each person’s right to make informed choices about the support they wish to engage with Where there is an immediate need for refuge accommodation, support individuals to understand the process and access appropriate provision in a timely and supportive manner Complete referrals to alternative or specialist services where identified, ensuring individuals are supported to access the most appropriate pathway for their needs Accurately record all referral and contact information on relevant monitoring systems, always maintaining confidentiality and data protection standards Administration and Service Support Provide responsive administrative support and assist team members with general administrative support (such as photocopying, bookings, updating our Case Management and other systems), as well as managing any incoming/ outgoing post. Contribute towards collecting and collating monitoring information from team members and entering data onto relevant systems Collaborate and keep in touch with all Cyfannol’s Hwb Assistants and Initial Contact Workers to ensure consistency of approach, sharing of information and resources, regular peer support, phone cover, and wider cover during absences. Monitor referral waiting lists with care and sensitivity. Maintain appropriate contact with individuals awaiting support, ensuring any changes or escalation in need are communicated promptly to the Assistant Service Manager. Maintain weekly and monthly oversight of stationery and essential supplies, including office equipment and PPE, ensuring the service remains well-resourced and safe. Organise and attend team and other meetings as required. Provide administrative support including agenda preparation and minute-taking and ensure meeting spaces (in person or online) are prepared and accessible. Engage in regular supervision, appraisal processes, team meetings and relevant training. Contribute to a reflective, learning-focused culture that prioritises wellbeing, equity and continuous improvement. General responsibilities: Actively contribute to the achievement of Cyfannol Women’s Aid’s Mission, Vision, Aims, Goals and Objectives ensuring your work reflects our commitment to trauma informed practice Demonstrate and positively promote Cyfannol’s core values of compassion, integrity, and equity in all aspects of your role Proactively promote equality of opportunity, challenging and addressing discriminatory practices wherever they arise Represent Cyfannol Women’s Aid professionally at external meetings, public events, conferences, and similar forums, safeguarding and enhancing the organisation’s reputation Participate fully in team meetings, management supervision, clinical supervision and relevant training to support continuous learning and development Work in accordance with Cyfannol’s policies and procedures, ensuring safe, ethical, legally compliant and consistent practice Contribute to Cyfannol’s environmental goals by participating in carbon-reducing initiatives, including the organisation’s pledge campaign Undertake any other reasonable duties required to support the effective delivery of support services and the wider aims of the organisation It may be necessary, following consultation, to amend the job description in light of experience and changing circumstances. This role requires frequent travel for business purposes. A current valid driving licence, access to a car and insurance covering business use Closing Date:20th March 2026 PLEASE READ THE DISCLAIMER DOCUMENT ATTACHED