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Helpline Manager (Muslim Women's Network Helpline) Back to Jobs Page
Closing Date: 20/11/17
Salary: £25,440 to £29 558 Employer: Muslim Women's Network UK
Job Type: Full Time Hours: 37 hours per week
Location: Birmingham Interview Date: W/C 27.11.17

Summary
Salary: £25,440 to £29 558 (only highly experienced and exceptional candidates would qualify for the higher salary band)
Hours: 37 hours per week (negotiable)
Location: Birmingham
Job Type: Permanent (subject to funding)
Category: Project Management, Frontline Service Support
Job Detail Sectors: Social Welfare
Job Reference : HManager
Deadline: Monday 20th November 2017 (noon)

About Us
The Muslim Women's Network (MWNUK) is a registered charity (1155092) and independent national network of individual Muslim women and Muslim women’s organisations across the UK. MWNUK empowers Muslim women and girls by researching and raising awareness of their experiences, views and rights through advocacy and campaigning. In January 2015, MWNUK launched the Muslim Women’s Network Helpline. 

Job Description

Purpose of the Role:

The Helpline Manager will manage and provide support and advice to a team of Helpline Support Workers and Helpline volunteers who will be handling calls. The role will also include answering other external calls during some of the helpline sessions. The helpline supports women on approximately 40 different issues including support to women and children escaping domestic violence and other forms of violence and abuse. 

You will be required to ensure the service is culturally sensitive and be able to respond to a diverse population of women with complex needs. You will also be required to manage staff / volunteer rotas, monitor staff performance, identify and manage safeguarding issues, ensure that the helpline database is being maintained and provide statistics for the helpline evaluation. The role will also include attending external stakeholder meetings and raising awareness of the helpline service. You will work on other MWNUK projects, services and activities as required. The role requires a proactive, organised and practical approach to ensure MWNUK’s projects are delivered effectively and efficiently, providing high quality support and customer service across the organisation, both internally and externally.

Main responsibilities

Managing, supporting and supervising a small team of staff and volunteers to ensure:

  • High-level support on the Muslim Women’s Network Helpline. This will include responding to requests for information, advice and support via email, phone and webchat; updating clients in a culturally sensitive manner, taking account of their faith and according to MWNUK policies and procedures.
  • Identification, handling and recording of all safeguarding risks and issues for both children and adults, including in instances of domestic abuse, forced marriage, honour based violence, female genital mutilation.
  •  Maintenance of accurate records, online databases, filing systems and computer files and gathering of statistics as required by the Executive Director and external evaluating consultant.
  • Maintenance of all information in line with confidentiality and data protection policies while observing professional boundaries at all times.

Other duties
 
  • Keeping up to date with helpline issues such as forced marriages, domestic violence, honour based violence, sexual violence, female genital mutilation, mental health, discrimination and women’s rights – including assisting with projects and services on these issues.
  •  Attending meetings e.g. MARAC meetings, engaging with police and social services.
  • Promoting the helpline's services to a range of stakeholders.
  •   Occasionally (if required) delivering workshops and leading discussions in schools, colleges, and community organisations on issues such as forced marriages, domestic violence, FGM, honour based violence, child sexual exploitation etc.
  • Carrying out duties to support to the Executive Director.
  • Attending training as required.
  • Undertaking outreach work if required.

Person Specification

The ideal candidate will have:

  • Strong experience of dealing with South Asian / Muslim women who have suffered domestic violence and other forms of abuse such as forced marriage, honour based violence, sexual violence, mental health problems etc.
  • Knowledge of key issues that will arise on the helpline such as domestic violence, forced marriage, honour based violence, sexual violence, mental health, hate crime etc.
  • Strong experience of identifying and handling safe guarding issues for both children and vulnerable adults.
  • Experience of managing, supporting and supervising a small team.
  • Second language such as Urdu, Arabic, Punjabi or Bengali.
  • Excellent IT skills (word processing, databases, spread sheets and Outlook).
  • Able to build relationships with whilst maintaining professional boundaries.
  • Proactiveness, enthusiasm and commitment along with an honest and trustworthy approach to the role.
  • High level of professionalism when dealing with internal and external stakeholders.
  • Strong organisational and interpersonal skills with solid communication skills – written and verbal.
  • Experience of effective teamwork.
  • Ability to work independently without supervision.
  • Understanding of and adherence to confidentiality and data protection issues and an understanding of maintaining professional boundaries.
  • Understanding and knowledge of the Third Sector.
  • The ability to work in a positive manner, under tight deadlines.
  • Drive and willingness to go above and beyond role and be able to demonstrate a commitment to women’s rights.

Application Process
 
  • 1st Stage: Please email your current CV and a cover letter outlining your suitability for this role to contact@mwnuk.co.uk by midday on 20 November 2017.
  • 2nd Stage: Shortlisted individuals will be invited to attend an interview in week beginning 27th November 2017 
(Please note we will be unable to provide feedback at stage 1 of the application process)

Further Information
 
  • DBS enhanced clearance is required.
  • Please note that in accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only.

This role is funded by the Big Lottery Reaching Communities Grant  

 
 
 
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Address


Muslim Women's Network UK
The Warehouse
54-57 Allison Street
Digbeth
Birmingham
B5 5TH

Registered Charity No. 1155092

Contact Details


Tel: 0121 236 9000
Mobile: 07415 206936
Email: contact@mwnuk.co.uk

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