Referral Support Worker - IDVA / Single Point of Contact (SPOC)
Location: Town Centre
Salary: £12.90 per hour (unqualified) - salary increase planned for September 2026
Hours: 37.5 hours per week, Monday-Friday, 9:00am-5:00pm
Additional: Approximately 2 on-call shifts per month
Reporting to: Support Manager / Head of Operations
About the Role
North East Lincs Women's Aid is looking for a compassionate, organised and resilient Referral Support Worker - IDVA / Single Point of Contact (SPOC) to provide an effective first point of contact for victims and survivors of domestic abuse.
The SPOC team plays a vital role in ensuring referrals are responded to promptly, risks are identified at the earliest opportunity and individuals receive appropriate support and access to services.
This is a fast-paced role requiring excellent communication, sound judgement, strong organisational skills and the ability to manage sensitive and sometimes high-risk situations. You will work directly with victims and survivors, as well as professionals, family members and other individuals seeking advice or support around domestic abuse.
The successful candidate will be committed to survivor empowerment and will work in a trauma-informed, non-judgemental and safety-focused way.
Key Responsibilities
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Act as the initial Single Point of Contact for referrals and enquiries relating to domestic abuse.
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Provide a high-quality, proactive and responsive frontline service to victims and survivors.
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Manage referrals received by telephone, email and online platforms.
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Prioritise referrals according to the level of risk, ensuring high-risk cases are responded to within 24 hours wherever possible.
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Make multiple attempts to contact service users, using varied dates and times, in line with the referral pathway.
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Provide referrers with appropriate outcome information where required.
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Establish immediate safety and complete DASH risk assessments.
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Develop appropriate initial safety plans and ensure identified actions are followed through.
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Make relevant MARAC referrals and contribute to MARAC research, updates, actions and meetings where required.
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Provide clear information and guidance to help service users understand their options and make informed decisions.
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Offer advice and guidance to:
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Victims and survivors of domestic abuse
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Professionals supporting individuals affected by domestic abuse
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Friends and family members
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Members of the wider community
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Individuals seeking information about domestic abuse or available services
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Complete an initial assessment of wider support needs, including:
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Housing and accommodation
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Physical and mental health
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Substance use
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Employment, education and training
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Criminal and civil justice
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Ensure referrals are allocated appropriately and service users can access the full range of Women's Aid services.
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Work collaboratively with external agencies and professionals to provide coordinated support.
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Maintain accurate, confidential and up-to-date electronic records and case files.
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Allocate and maintain unique reference numbers for service users.
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Prepare client reports and feedback when required.
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Participate in case file audits, spot checks, service evaluation and accreditation processes.
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Respond appropriately to crisis situations while maintaining professional boundaries and safeguarding responsibilities.
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Work independently and as part of a wider support team, following lone-working procedures.
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Participate in the organisation's on-call rota, approximately two nights per month.
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Complete IDVA training and participate in ongoing professional development and mandatory training.
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Attend supervision, team meetings, external meetings and training as required.
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Follow all Women's Aid policies, procedures and performance standards.
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Maintain confidentiality and comply with data protection and information-sharing requirements.
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Promote equality, diversity and anti-discriminatory practice at all times.
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Contribute to raising awareness of domestic abuse within the local community.
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Provide appropriate cover for colleagues during periods of absence when required.
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Undertake other duties appropriate to the level of the role.
About You
We are looking for someone who is:
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Compassionate, empathetic and able to build rapport quickly.
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Committed to empowering victims and survivors and respecting their choices and autonomy.
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Calm and confident when dealing with crisis, distress and challenging situations.
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Highly organised and able to prioritise competing demands.
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Comfortable working with sensitive information and maintaining confidentiality.
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Able to make sound professional judgements when assessing risk.
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Confident working independently while also contributing effectively to a team.
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Resilient and able to work effectively under pressure.
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Flexible and willing to respond to the needs of service users.
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Committed to safeguarding and maintaining professional accountability.
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Non-judgemental and committed to equality and inclusive practice.
Essential Experience
You should have experience of:
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Supporting individuals with a range of needs.
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Undertaking client needs and risk assessments.
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Safety planning and risk management.
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Liaising and working collaboratively with external agencies.
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Organising, planning and prioritising your workload.
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Working to performance indicators, service standards and deadlines.
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Maintaining accurate electronic case files and records.
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Preparing reports and presenting information.
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Supporting individuals experiencing crisis, conflict or distress.
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Managing your own workload or caseload effectively.
Essential Knowledge
You should have an understanding of:
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Domestic abuse and its impact on individuals, families and communities.
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Safeguarding practices.
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Homelessness and housing-related issues.
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Housing and welfare benefits.
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Education, training and employment opportunities.
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Local support services, agencies and resources.
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The impact of drug and alcohol use and mental health issues.
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The criminal and civil justice systems.
Essential Skills
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Excellent verbal and written communication skills.
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Strong organisational and time-management abilities.
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Good literacy and numeracy.
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Good computer skills and confidence using electronic case management systems.
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Strong interpersonal skills with service users and external professionals.
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Ability to manage crisis situations and emotionally challenging circumstances.
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Ability to work under pressure and meet deadlines.
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Ability to prioritise and manage a caseload.
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Ability to support and encourage positive progression.
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Ability to work both independently and collaboratively.
Qualifications
Any recognised professional qualification is desirable.
You will be required to undertake IDVA (Independent Domestic Abuse Advocate) training as part of the role.
Relevant qualifications or experience in domestic abuse, safeguarding, social care, counselling, housing, health or related fields would be advantageous.
Working Arrangements
This is a 37.5-hour-per-week role, normally Monday to Friday, 9:00am-5:00pm. Flexibility may be required to respond to client emergencies and service needs.
You will participate in an on-call rota of approximately two shifts per month.
On-call payments:
