Helpline Caseworker

Role overview

FREEVA is hiring a Helpline Caseworker to deliver support for people affected by domestic abuse, rape, and sexual assault. The post is based in Indiana, United States and works on a full-time, on-site basis.

The service supports individuals in Leicestershire or Rutland who have experienced domestic violence, rape, or sexual assault, or who are unsure whether their experiences fit those categories. The Jenkins Project, operated by Freeva, helps people take steps away from abuse after an initial consultation and referral into the appropriate support programme.

Main purpose of the role

• Staff a public helpline on a rota basis, covering Monday to Friday from 8am to 8pm and weekends and bank holidays from 10am to 4pm.
• Offer prompt, practical support to survivors of domestic and sexual violence across phone, web chat, email, and text.
• Assess needs and vulnerabilities, create safety plans, and guide service users toward suitable support options.
• Keep the service centered on improving safety, health, and wellbeing while lowering risk.
• Respond to calls quickly, with a target that 80% of calls are answered within 20 seconds.
• Monitor shared inboxes and voicemail regularly, then manage enquiries and referrals in an appropriate way.
• Position the helpline as a key entry point for new service users and as an ongoing support resource that complements other activities.
• Maintain up-to-date information in line with current legislation and best practice.
• Complete helpline forms, risk assessments, and case records accurately after every interaction.
• Track voicemail messages through the designated log and maintain reliable records for monitoring and reporting.
• Collect data for evaluation, monitoring reports, and statistical analysis as needed.
• Invite service-user feedback and contribute to the ongoing review and improvement of helpline provision.
• Help uphold accreditation standards and service quality requirements.
• Support the delivery of volunteer training sessions.
• Contribute to regular updates of the helpline manual and add useful local and national resources when relevant.
• Carry out effective handovers and debriefs at the end of each shift so referrals and important updates are passed on correctly.
• Protect confidentiality and maintain professional boundaries at all times.
• Follow all organisational policies and procedures consistently.

Application notes

Applicants can request the full job description and person specification. To apply, send a CV and covering letter by email, or complete the application form provided by the organisation and return it using the details on the form.

Values

Freeva’s work is guided by the belief that everyone deserves to be free from violence and abuse, that relationships should be based on respect and equality, that education creates better futures, that people can change with the right support, and that integrity, honesty, trust, transparency, accountability, and sustainable change matter in service delivery.

Additional information

Freeva Helpline: 0808 802 0028. 24-Hour National Domestic Abuse Helpline: 0808 2000 247. Charity Number: 1122344.