Frontline Services Officer (Helpline)

Are you passionate about protecting older people from harm and ensuring their voices are heard?

Join Hourglass – the UK’s only charity dedicated to ending the abuse, harm, and exploitation of older people. As a Frontline Services Officer (Helpline), you will be the first point of contact for older individuals at risk, providing life-changing advice, safeguarding interventions, and emotional support.

This is a rewarding, dynamic role that puts you at the heart of creating safer ageing for all. If you’re empathetic, resilient, and ready to make an impact, we’d love to hear from you.

Key Responsibilities:

Helpline Support

• Respond to helpline calls, emails, and digital enquiries with compassion and clarity

• Provide emotional support, practical advice, and guidance to older people at risk

• Conduct safeguarding triage, escalate urgent concerns, and make appropriate referrals

• Explain safeguarding options in a respectful and empowering way

• Follow up with service users to assess outcomes and ongoing needs

Information and Advocacy

• Signpost callers to relevant statutory, voluntary, or local services

• Advocate on behalf of service users when liaising with local authorities or healthcare professionals

• Assist with public awareness efforts, identifying potential service user case studies

Record Keeping

• Maintain accurate records using CRM systems

• Share information with colleagues in line with GDPR and safeguarding policies

Team Collaboration

• Support helpline volunteers and provide debriefing when needed

• Participate in team meetings, training, and charity events

• Contribute to service development and continuous improvement

Person Specification:

Essential

• 1+ year of experience in helpline or advice/support services

• Sound knowledge of adult safeguarding procedures

• Excellent communication and active listening skills

• Empathetic, non-judgmental, and able to handle distressing calls professionally

• Strong written skills and experience using CRM systems and Microsoft Office

• Ability to manage time and competing demands effectively

Desirable

• Experience working with older people or vulnerable adults

• Training in mental health first aid, trauma-informed care, or suicide risk

• Knowledge of the health and social care sector

• Experience in advocacy or working with safeguarding teams

Benefits:

• £24,050 salary

• Company pension scheme

• Health & wellbeing programme

• On-site parking

• Meaningful, purpose-driven work

Additional Information:

• Must have the right to work in the UK

• Must be able to commute to our Sudbury office

• This is an in-person role (not remote)

• Fixed-term contract: 12 months

How to Apply:

To apply, please submit your CV and complete any required application questions, including:

• Do you have experience working with older people?

• Can you commute to our Sudbury office?

 Deadline to Apply: 01 July 2025
 Expected Start Date: 11 July 2025

Make a difference. Become a voice for older people. Join Hourglass.
Apply now and help shape a safer future for older adults across the UK.

---

APPLY