Location:                              London

Full/Part time:                     No fixed hours

Contract:                              Sessional, Casual Work Agreement

Salary:                                 £14.21 per hour

Closing date: 1 March 2020 (please note, we reserve the right to commence interviews prior to this closing date).

Please express your interest in and suitability for this position by sending in your CV and a supporting letter to [email protected] no later than 1 March 2020. Applications without a covering letter will not be considered.



The National Stalking Helpline is run by Suzy Lamplugh Trust. Suzy Lamplugh Trust is the UK’s pioneering personal safety charity and leading stalking authority, established in 1986 following the disappearance of 25-year-old Suzy Lamplugh whilst at work. We work towards creating a society in which people are safer - and feel safer - from the prevalence of stalking, harassment, aggression and violence, achieved through Supporting people; Education; and Campaigning. Our stalking helpline advice and advocacy service offers support and advice to thousands of victims of stalking every year.


Purpose of Job:

To provide guidance and information, by telephone and email, to those affected by stalking.


Duties and Responsibilities:

  1. To respond as quickly and efficiently as possible to requests for help, which may be received via email or telephone, giving appropriate guidance to victims of stalking
  2. To deliver robust risk assessment and safety planning for clients, along with advice and information regarding stalking legislation
  3. With the consent of service users, liaise with the police and other appropriate agencies to help the caller achieve a positive outcome in their case
  4. To identify and maintain appropriate boundaries for all enquiries and recognise when and where to signpost enquirers for further help/information as appropriate
  5. To keep professional and accurate records for each client
  6. To ensure safeguarding issues are addressed robustly and swiftly in line with Trust policies
  7. To proactively continue to develop appropriate knowledge, attitudes and skills through regular reading of information and attending training courses
  8. To assist volunteers with complex helpline enquiries
  9. To work at all times within the policies and procedures of Suzy Lamplugh Trust




Skills, Knowledge and Experience



  • Experience of working with people experiencing stalking or domestic abuse
  • Experience in delivering a telephone helpline or advice service
  • Excellent communication skills, both verbal and written
  • Excellent listening skills
  • A thorough understanding of risk assessment and safety planning in stalking or domestic abuse
  • Good IT skills, including Microsoft Word, Excel, and experience using databases
  • Ability to understand and interpret legislation in order to guide clients
  • Ability to recognise and act upon safeguarding concerns
  • Ability to maintain confidentiality and work in a non-judgmental manner
  • Ability to reflect on and develop own professional practice
  • Ability to work independently and as part of a team
  • Ability to interact and network with stakeholders


Personal Attributes

  • Able to manage and prioritise workload
  • Calm and confident
  • Good attention to detail
  • Proactive self-starter with a desire to develop all areas of the role
  • Empathy with issues relating to personal safety and stalking and harassment
  • Ability to maintain professional boundaries
  • Willing to work within the policies and procedures of Suzy Lamplugh Trust
  • Commitment to the work of Suzy Lamplugh Trust