Helpline Shift Lead Vacancies: 2 x 08.00 20.00 (working cycle: 4 days on, 4 days off) 2 x 20.00 08.00 (working cycle: 4 evenings on, 4 evenings off) Responsible to: Helpline Coordinator Location: Dependent on working hours Hybrid role with various shifts within each operating window: Office-based: 08:00 20:00 (Monday Friday) Home-based (remote): 20:00 08:00 (Monday Friday) Home-based (remote): 24/7 (Saturday and Sunday) Working Pattern: The DSA Helpline is a 24/7 service; therefore, weekend, bank and statutory holiday working will be required. Contract: Fixed Term (initially to 31st March 2029) Salary: £27,597 - £30,116 Role Purpose The Helpline Shift Lead provides operational leadership during allocated shifts, ensuring the safe, effective, and high-quality delivery of the helpline service. Acting as the on-shift lead, they supervise and support helpline operators, make real-time operational and safeguarding decisions, manage staffing and system issues, and maintain service continuity. Key Responsibilities 1. Operational Leadership Lead the helpline during allocated shifts. Provide immediate guidance and support to operators. Manage complex or high-risk contacts. Ensure safe and effective service delivery. 2. Safeguarding and Risk Management Act as the on-shift safeguarding lead, responding to safeguarding concerns and urgent escalations. Manage safeguarding concerns requiring immediate action, including those that cannot wait within the 72-hour response timeframe. Assess risk, make sound professional judgements, and take appropriate action to safeguard service users. Provide consultation and decision-making support for operators managing callers experiencing acute distress or crisis. Ensure all safeguarding concerns are accurately recorded and escalated to the Helpline Coordinator or senior management as required. 3. Line Management and Day-to-Day People Management Provide day-to-day operational supervision of helpline operators during shifts. Conduct regular one-to-one supervision and facilitate reflective practice and post-incident debriefs. Monitor staff wellbeing, recognising signs of distress, fatigue, burnout, or vicarious trauma, and respond appropriately. Address immediate performance or conduct concerns sensitively, escalating to the Helpline Coordinator where required. 4. Rota, Cover, and Staffing Management Manage short-notice staffing challenges, including sickness and emergency absences, and arrange or provide cover as required. Proactively source and confirm emergency cover where required to maintain service continuity. Implement rota adjustments linked to holiday approvals and sickness, in line with agreed processes. Communicate rota changes clearly and promptly to relevant staff. 5. Systems and Quality Oversight Act as the first point of contact for system or technical issues during shifts. Troubleshoot minor system problems where possible and escalate unresolved issues in line with procedures. Ensure accurate use of helpline systems, records, and data entry by helpline operators. 6. Communication and Reporting Ensure all calls are managed in line with organisational policies, procedures, and values. Promote best practice, ethical standards, and trauma-informed practice at all times. Monitor service delivery during shifts and raise any concerns or improvement suggestions with the Helpline Coordinator. Maintain clear, accurate, and timely shift records, including incident logs, safeguarding notes, and operational updates. Provide feedback to the Helpline Coordinator on emerging trends, recurring issues, staffing pressures, or training needs. Participate in team meetings, reflective practice sessions, and service reviews as required. 7. Continuous Improvement and Team Development Contribute to the ongoing development of the helpline service through feedback, ideas, and shared learning. Support new staff or volunteers during shifts, including informal mentoring and role modelling good practice. Engage in training and development opportunities relevant to the role. Essential Criteria Educated to an A-Level standard or equivalent. At least 1 years experience of managing/supporting a team (staff and/or volunteers). Excellent communication and interpersonal skills, with a calm, warm, and empathetic approach. Proven ability to support, guide, and mentor others in a pressured environment. Strong decision-making skills and the ability to remain composed under pressure. A thorough understanding of safeguarding principles, procedures, and thresholds. High level of integrity, professionalism, and commitment to confidentiality. Ability to work flexibly, including responding to short-notice issues. Strong organisational skills, with the ability to manage competing priorities during shifts. Commitment to equality, diversity, and trauma-informed practice. Desirable Criteria Previous experience in a helpline, call centre, support service, or crisis response setting. Experience of rota management or shift-based supervision. Familiarity with helpline or case management systems. Experience of supporting staff wellbeing and reflective practice. Values and Professional Standards All staff are expected to: Uphold the principles of safety, empowerment, dignity, and respect. Work in a survivor-led, trauma-informed, and ethically grounded manner. Maintain high standards of professional conduct and accountability. Promote a culture of safeguarding, learning, and continuous improvement. Application details ? CV Application requirements ACCESS NI (Criminal Conviction Checks for Regulated Activity Posts) The successful applicant will be subject to an Enhanced Access NI check. The Access NI Code of Practice is available to applicants on request. Having a criminal record does not automatically prevent a person being employed by Nexus NI. If you are unsure what this is, please consult this website: As per Access NI Code of Practice Nexus NI has a policy on the recruitment of Ex-offenders which is available on request by sending an email to: All information disclosed will be handled in accordance with the Nexus NI policy on Keeping Information Safe which is available on request by sending an email to: A full, clean driving licence is required for this role due to the need to travel between locations as part of normal duties. We are committed to equality of opportunity and welcome applications from individuals with disabilities. If a disability prevents you from holding a driving licence, we will consider reasonable adjustments in line with our obligations. However, applicants should be able to demonstrate that they can meet the mobility requirements of the post through alternative means, such as access to public transport or other suitable travel arrangements. This job description is not incorporated into the employees contract of employment. It is intended as a guide and should not be viewed as an inflexible specification. It may be varied from time to time in the light of strategic developments following discussion with the post holder. Please visit our website for more information. To Apply Please send your CV to by 12th May at 12 noon. Please visit our website for more information.