Helpline Support Worker, Caseworker, and Helpline Volunteers (paid and unpaid opportunities) 

Muslim Women’s Network UK (MWNUK) is looking for a Helpline Support Worker, Caseworker, and Helpline Support Volunteers. When submitting your application, please specify which role you are applying to. 

About Us:

MWNUK is an award-winning national charity (no. 1155092), with a membership across the UK.  We find out about the lived experiences of Muslim women and girls through research and from our helpline enquiries and use this knowledge to advocate and campaign for equality and social justice. See more on our website: 

About the MWN Helpline:

Our core service is the Muslim Women’s Network (MWN) Helpline which provides a national, bespoke, faith and culturally sensitive service that is confidential and non-judgmental. It was set up to offer information, support, guidance, and referrals to Asian and Muslim women and girls from diverse ethnic/faith backgrounds, who are suffering from/at risk of abuse or facing problems on a range of issues. Although our reach is primarily Muslim women, the helpline will accept calls from and support women of any faith or no faith. Men who are concerned about women and girls can also call the helpline. The helpline also acts as an interface or conduit between victims and services that offer a concrete response to a request for help. See more on the MWN Helpline website

About the role:

Helpline Support Worker/Volunteer: MWNUK are looking for Helpline Support Workers to work on the MWN Helpline on either a paid part-time or voluntary basis. You will be answering calls, emails, webchat, text enquiries, supporting service-users on a range of issues, in line with the ethos of MWNUK. You will maintain administration processes e.g., maintaining the helpline database, maintaining website resources, maintaining statistics, and promoting the service. You may also work on other MWNUK projects, services, and activities related to MWN Helpline issues as required.

You will need to maintain accurate records of the client cases on MWN’s bespoke online databases, and ensure data complies with GDPR requirements.

You will be joining a team of incredibly dedicated individuals who have supported over 4500 individuals through the MWN Helpline service. We are looking for an experienced and passionate individual to join our team and really make a difference.

Caseworker: We are looking to recruit a bi-lingual Case Worker to provide short-term specialist advice and support to those survivors of abusive situations and those with multiple complex needs. This will involve carrying out risk and needs assessments, safety planning, and individual support planning with survivors as well as advocating on their behalf with external agencies.

Job Descriptions: 

Paid Roles 

Salary: £22,183 (salary will be pro rata; calculation will be made depending on number of days worked - N.B. full working week is 37 hours)

Hours: Part-time up to 3 days / week (4-month probationary period) between 09:15 and 16:45 (30 minutes for lunch). 

Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB 

Job Type: Contract: 12 months (further fixed-term contracts may follow, subject to funding and performance.

Deadline for Applications:  9:00am on Monday 17th October 2022 

Interviews: Week beginning 31st October 2022

Start Date: 23rd November 2022

Voluntary Role

Hours: Flexible, but usually shifts are between either 09:15-12:45 or 13:15 – 16:45.

Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB 

Job Type: Voluntary – minimum 6 months

Deadline for Applications:  09:00am on Monday 17th October 2022 

Interviews: Week beginning 31st October 2022

Start Date: 23rd November 2022

For reasons of staff training both paid and voluntary applications are invited at the same time.

Training: Due to the variety of enquiries we receive and their sensitive nature, your first month of your role will involve specialised training.  You will be required to attend 3 mornings per week for 4 weeks. The provisional training dates are: November 23rd, 24, 29th, 30th, December 1st, 6th, 7th, 8th, 13th, 14th, 15th 20th . Please note these dates may be subject to change.

Helpline role main responsibilities:

  • Providing high level support on the MWN Helpline responding to telephone and electronic enquiries. Responsible for helpline case management including database inputting. 

  • Keep up to date with developments and legislation around the key issues such as forced marriage, violence against women, hate crime, Islamophobia, etc. 

  • Maintain all information in line with confidentiality and data protection policies at all times. 

  • Carrying out administrative duties and support to the Helpline Manager, Director, and Trustees. 

  • Attend training as directed.

Helpline role personal specification:

  • An individual with a keen interest in the charity sector and Racialised Minority Communities and Muslim women’s empowerment. 

  • The ability to work in a non-judgmental and culturally and faith sensitive manner. 

  • An individual with accurate listening and note-taking skills. 

  • An individual with an approachable and friendly manner, with solid communication skills.

  • Individual with a second language; Arabic / Bengali / Gujarati / Mirpuri / Pashtu / Punjabi / Somali / Urdu.

  • Excellent verbal and written communication.

  • Excellent IT skills (word processing, databases, spreadsheets, and outlook). 

  • Experience of liaising and dealing with Racialised Minority Communities including the Asian, Pakistani, and Muslim female community. 

  • Proactive, keen, and committed individual. 

  • High level of professionalism when dealing with internal and external stakeholders. 

  • Knowledge of key issues affecting Muslim women and girls, including domestic violence, sexual violence, forced marriage, honour-based violence, hate crime, Islamophobia, and mental health.

  • Experience of effective teamwork.

  • Ability to work independently without supervision in a highly organised manner. 

  • Drive and willingness to go above and beyond to provide the best service possible. 

  • Understanding and adhering to confidentiality, data protection, and maintaining professional boundaries. 

  • Understanding and knowledge of the Community Sector. 

  • The ability to work in a positive manner, under tight deadlines. 

Caseworker role main responsibilities: 

  • Provide a high-quality, short-term casework specialist advice and support to those survivors of abusive situations and those with multiple complex needs.

  • Engage with service users and assess their needs.

  • Be able to identify risks in relation to service users and inform the line manager of these risks.

  • To refer to or speak to specialist agencies (where appropriate as part of their support plan) on the service users’ behalf.

  • Accompany women to appointments if appropriate, by arrangement with the line manager.

  • Maintain accurate and complete case notes and client records.

  • Taking into account cultural and social issues when engaging with service users

  •  To attend any meetings or training (either internal or external) as requested by the line manager.

  • Provide updates to the line manager on a regular basis and engage with the wider MWNUK team.

  • Ensure effective implementation of MWNUK’s Equality and Diversity policies and awareness and integration of an equalities and human rights agenda in all your work

Caseworker role person specification:

  • Experience of working with Black, Asian, Minority Ethnic and/or Refugee and Migrant communities, particularly those from Muslim communities

  • Understanding of the practical, emotional, social and economic issues facing women and children affected by domestic abuse

  • Knowledge of key issues affecting Muslim communities, including domestic abuse, forced marriage, honour-based violence, discrimination, mental health etc.

  • Demonstrable understanding of the diverse needs of women and children experiencing domestic violence and the discrimination issues as they relate to women escaping domestic violence.

  • Knowledge of housing, welfare and policy relating to domestic violence

  •  Sound knowledge of safeguarding for adults and children

  • Ability to work sensitively and in a non-judgmental manner with vulnerable service users.

  • Understanding of issues of diversity and the principles of equal opportunities.

  • Understanding and adhering to policies e.g., confidentiality, data protection and maintaining professional boundaries

  • Ability to work flexibility

  • The ability to develop appropriate, professional, supportive relationships with vulnerable service users while maintaining professional boundaries with them

  • Strong organisational skills with ability to independently manage own caseload, working under pressure and prioritising workload

  • Proactive, keen and committed individual and able to use own initiative

  • Able to work under pressure and meet tight deadlines

  • Problem solving skills – be able to find solutions to problems that service users may have

  • High level of professionalism when dealing with internal and external stakeholders

  • Honest and trustworthy individual

  • Drive and willingness to go above and beyond role

  • Committed to the ethos and principles of MWNUK.


Basic DBS clearance. 

Application Process

Stage 1

Please send a CV and cover letter demonstrating your suitability for the role, relevant experience and additional language spoken to by 9am Monday 17th October 2022 

CV including (no more than two sides of A4 paper).

  • Name / contact details e.g. address / email / phone number.

  • Education history (with key dates and qualifications).

  •  Job / voluntary work history (with key dates).

  • Languages spoken.

A covering letter which covers the following points (no more than one side of A4 paper).

  • Why do you want this role.

  • How you meet the criteria specified in the job description/person specification.

  • Consider the transferable skills that will help you in the role you are applying for.

Stage 2

Final shortlist of individuals will be invited to attend a face-to-face interview week beginning 31th October 2022. 

We will be unable to provide feedback at Stage 1 of the application process.

*Please note that in accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only*  

*Please note that in the interests of complying with the legal duties’ incumbent upon MWNUK as a charitable company, all job applications (successful or otherwise) will be retained for such period of time as deemed necessary and at least for a minimum of six months. Applications will be immediately deleted once it has been determined that its retention is no longer necessary. For further information please refer to our privacy policy:


Share This Vacancy

Join Our Movement

Raise your voice and get connected