Female Helpline Support Worker

(Return to Work Programme)


Job Description: Female Helpline Support Worker

Salary: £22,183 (i.e. £11.53 / hr) pro rata - (N.B. full working week is 37 hours)

Hours: Part-time (1 position for 7 hours (1 day); 1 position for 14 hours (2 days) /week between 9:15am and 4:45pm (30 mins for lunch). Days on offer are Mondays, Thursdays, Fridays - office-based role

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

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

Deadline for Applications: Monday 9th October 2023 at 9:00am

Interviews: Week commencing 16th October 2023

Start Date: Monday 6th November 2023


MWNUK is looking for 2 Helpline Support Worker. We currently have funding for two people who are committed to at least 12 months with the organisation under a Return-to-Work Programme. Under this programme we particularly want to support women who are looking to return to work after a career break or time out caring.


The Return-to-Work Programme has been devised as MWNUK appreciate the difficulties faced by those returning to work after career breaks (for caring or other responsibilities) and would particularly like to invite individuals who are in this position to apply for the role. As the role is a fixed term part time contract of 12 months this would enable MWNUK to help introduce the individual into the workplace and develop their skills and experience in this type of work.


About Us

Muslim Women’s Network UK (MWNUK) (www.mwnuk.co.uk) is a small charity (no.1155092) that works to improve social justice and equality for Muslim women and girls. We find out about the experiences of Muslim women and girls through research and helpline enquiries. We identify policy and practice gaps and use this information to inform decision makers in government and to inform our community campaigns. We also develop resources and train women so they are better aware of their rights.


About the MWN Helpline

Muslim Women’s Network (MWN) Helpline one of the initiatives set up by MWNUK. It is a faith and culturally sensitive service which includes a counselling service. The helpline provides, information and advice on support available, safety and legal remedies. It also makes safeguarding assessments, makes internal referrals and involves other agencies / organisations for specialist in depth support, which includes finding emergency / refuge accommodation. The helpline works with other agencies and charities and advocates on behalf of service users when required. Support provided may be short or long term lasting many months.


Although the helpline received calls on any issues, two thirds of the calls are regarding some form of abuse against women and girls. Although the callers are primarily Muslim women, the service also receives calls from non-Muslim women and also men in need to help. Further information can be found on the MWN Helpline website: www.mwnhelpline.co.uk


Purpose of the Role

Full training will be provided. The role will involve providing handling calls from our service users who need help on a range of issues. Calls are received on more than 40 different types of issues and examples include: as domestic abuse, forced marriage, honour based abuse, sexual abuse, intimate image abuse, depression, discrimination, relationship / marital issues including divorce, financial worries, bereavement etc. The Helpline Worker will taka non-judgemental approach and provide confidential support which can range from listening through to bespoke advice / information through to finding the right service externally or making internal referrals for in depth holistic support for complex cases. You will handle service users contacts through a range of methods such as phone, email, text and webchat. You will be expected to keep accurate records.


All calls handled will be in line with the ethos of MWNUK which protects people from discrimination, harassment and victimisation, according to the Equality Act 2010. The 9 protected characteristics of the Act are: age, disability, gender (reassignment, expression and identity), marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation).


You may also work on other MWNUK projects, services, and activities related to MWN Helpline issues as required.


Main responsibilities

• Handle service user contacts via telephone, email, text, webchat and domestic abuse safety mobile app;

• Taking accurate notes and updating the database;

• Maintain all information in line with confidentiality and data protection (GDPR) policies at all times;

• Keep up-to-date with knowledge on issues handled on the helpline including developments in legislation as directed by management;

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

• Attend training as directed.


Personal Specification

• Have a keen interest in the charity sector and issues affecting women from racialised minority backgrounds;

• Have the ability to work in a non-judgmental and culturally and faith sensitive manner;

• Be able to listen empathetically in a non-judgemental manner;

• Be able to accurately take notes and add information to the database accurately;

• Have an approachable and friendly manner with solid communication skills;

• Have a second language; Arabic / Bengali / Gujarati / Mirpuri/ Pashto / Punjabi / Urdu

• Have excellent IT skills (word processing, databases, spread sheets, and outlook);

• Have experience of engaging with and dealing with problems faced by minority ethnic women and girls through a previous job, voluntary role or through helping friends and family;

• Have knowledge of key issues affecting minority ethnic / Muslim women and girls, such as domestic violence, sexual violence, forced marriage, honour-based violence, hate crime, Islamophobia and mental health;

• Have understanding and knowledge of the Community Sector;

• Be a proactive, keen, and committed individual;

• Have the confidence to be engage with external professionals and agencies such as police, social workers and support workers from other charities and do so in a professional manner;

• Have experience of working in a team;

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

• Have the drive and willingness to go above and beyond to provide the best service possible;

• Have an understanding and adhering to confidentiality, data protection, and maintaining professional boundaries;

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


Essential Basic DBS clearance will be required.

Training Helpline training will be provided.


Application Process


Stage 1

Please send a CV and cover letter demonstrating your suitability for the role, relevant experience and additional language spoken to contact@mwnuk.co.uk by Monday 9th October 2023 at 9:00am


Stage 2

Final shortlist of individuals (paid role) will be invited to attend a face-to-face interview week commencing 16th October 2023


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

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