Job Title:                              Stalking Caseworker, National Stalking Helpline

Location:                              London

Reports To:                          Helpline Manager

Full/Part time                      5 days/week

Contract:                              Permanent

Salary:                                  £27,540  per annum

Purpose of Job:                 

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

To provide casework support and advocacy to victims of stalking, ensuring liaison with a range of appropriate agencies. 

To provide support and supervision to volunteers.

To support the Helpline Manager where required.

Duties and Responsibilities:

Service Delivery

  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. To manage a caseload and providing expert advocacy support to victims of stalking - including carrying out initial assessments, risk assessments, devising support plans and liaising with appropriate agencies
  4. Deliver client work which adheres to high service standards, ensuring compliance with all policies and procedures
  5. To keep and maintain accurate and confidential records of all work undertaken
  6. To identify and maintain appropriate boundaries for all enquiries and recognise when and where to signpost enquirers for further help/information as appropriate.
  7. To proactively continue to develop appropriate knowledge, attitudes and skills through regular reading of information and attending training courses.
  8. To support the recruitment and training of helpline volunteers
  9. To assist volunteers with complex helpline enquiries 

Service Development

  1. To work with the Helpline Manager to continue the implementation and development of the casework model.
  2. To seek support and information from other charities or agencies in order to ensure continuous improvement in service delivery.
  3. To assist helpline manager in maintaining, monitoring and upgrading service database as required.
  4. To assist helpline manager in the collection of service outcomes, and to use clear and coherent targets and monitoring systems to provide evidence that outcomes are met.


  1. Deputise for the Helpline Manager when required.
  2. Attend supervision meetings and appraisals.
  3. Attend case management and training sessions for staff. In conjunction with the Senior Advisor, to lead on case management meetings in the absence of a manager.
  4. Attend and participate in team meetings and strategic away days.
  5. To deliver training on stalking and/or personal safety as required.
  6. Undertake any other appropriate duties as requested by the Helpline Manager.
  7. Work at all times within the policies and procedures of Suzy Lamplugh Trust.


Senior Helpline Advisor

Skills and Experience


  • Considerable experience of working with people affected by domestic, sexual or other gender based violence.
  • Experience of managing own case load, working under pressure and prioritising workload
  • Experience of risk assessment and safety planning
  • Experience of delivering a telephone helpline or information service
  • Excellent communication skills, both verbal and written
  • Excellent listening skills
  • Effective negotiation, advocacy and interpersonal skills, at all levels
  • Good IT skills, including Microsoft Word, Excel, and experience using databases
  • 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
  • Strong crisis management skills
  • Ability to interact and network with stakeholders
  • Experience of multi-agency partnership working


  • Experience of working with issues of personal safety, stalking and harassment or similar
  • Experience of working with volunteers

Knowledge and Understanding


  • A sound working knowledge of the criminal and civil justice system, housing, welfare and policy relating to domestic, sexual or other gender based violence
  • A thorough understanding of risk assessment and safety planning in stalking or domestic abuse
  • A sound working knowledge of the practical, emotional, social and economic issues facing people affected by domestic, sexual or other gender based violence
  • Knowledge of Safeguarding (adults and children)

Personal Attributes
Shortlisted candidates will also have to demonstrate the following at the interview stage:

  • Able to manage and prioritise workload
  • Calm and confident
  • Good attention to detail
  • Ability and interest in developing a service
  • 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 boundaries
  • Willing to work within the policies and procedures of Suzy Lamplugh Trust
  • Commitment to the work of Suzy Lamplugh Trust

Please apply for this role by uploading a CV and covering letter on the Charity Jobs website: