Volunteer, Helpline & E-Support Manager


20 – 30k GBP


South West

[Apply by]


Four Day Weeks




Volunteer, Helpline and E-Support Manager

Salary: £26,000 - £29,500 (Pro-Rata per annum), dependent on previous experience
Hours: P/T 30 hours per week
Responsible to: Head of Operations
Based: Bristol
Pension: 5%
Annual leave: 27 days + bank hols (pro rata)
Permanent Contract
Closing Date: 23rd October 2019 9.00am
Interviews will be held in Bristol on 6th November 2019. Please ensure you are available in person for an interview on this date

About You

We are seeking a Volunteer, Helpline and E-Support Manager to work alongside our Operations and Fundraising teams to oversee the recruitment and support of SARSAS volunteers. You will be passionate about building a strong team of diverse volunteers that will be engaged in providing trauma informed support to survivors of rape and abuse across Avon and Somerset.

You will be passionate about volunteering and considering the most effective approaches to how volunteers can enhance the services delivered to survivors of rape and abuse. You will enjoy the opportunity to work with your colleagues on the development and implementation of SARSAS’s volunteer strategy to support this.

You will have the leadership and training experience to induct and support a team of volunteers across several service areas and a wide geographical region. You are compassionate with an understanding of the impact of vicarious trauma and transference, with the ability to support volunteers around this.

You’ll be excited by the opportunity to oversee the SARSAS Helpline and E-Support service which answered over approximately 7000 calls from survivors last year, and to work in a varied and busy role within a collaborative and supportive environment


SARSAS exists to relieve the trauma and distress and help rebuild the lives of survivors who live in Somerset, Bristol, South Gloucestershire, North Somerset and BANES, who have experienced any form of sexual violence, at any point in their lives.

SARSAS also campaigns and raises awareness about rape and sexual violence to change the narrative about sexual violence enable survivor’s voices to be heard. Partnership work with a range of agencies locally and nationally is a priority to enable social change.

SARSAS works to feminist principles: this underpins both what our service is and how it is run. Our work is guided by a trauma-informed approach which understands how traumatic experiences can impact on survivors and keeps an awareness of the effects of trauma at the forefront of our approach to support.

Key Responsibilities (Volunteer and Staff Management – Helpline & E-Support)

- Manage and strategically develop all volunteer services within SARSAS, leading and supporting volunteer services in line with best practice
- Lead on recruitment, training and induction of new volunteers ensuring volunteer opportunities are accessible and that volunteers at SARSAS receive excellent support, supervision and personal and professional development opportunities
- Work with the SARSAS team to develop and deliver systems to build a strong team of volunteers. This will include; support and supervision, training, feedback and consultation with volunteers and undertaking annual appraisals
- Ensure volunteers have all the tools, knowledge and skill set to deliver their role
- Further best practice amongst the team and continually strive to improve the working experience for the volunteers and service users of SARSAS
- Ensure effective communication between SARSAS and the volunteers, and within the volunteer team
- Develop and maintain a culture of reflective practice and excellent self-care within the SARSAS volunteer team including pre briefs, debriefs, external group supervision, peer supervision and valuing personal self-care techniques, offering individual support to volunteer support workers who are delivering specialist telephone and email services
- Develop, coordinate and manage volunteer opportunities and role descriptions based on organisational need
- Recognise and celebrate the value of volunteers; championing their voices and rights within the sexual violence sector
- Assist the Support Work Manager to match service users requiring direct support to the most appropriate volunteer support worker as required
- Develop alternative pathways for volunteers to support the work of the organisation e.g. fundraising volunteers
- Oversee, coordinate and line manage the SARSAS Helpline and Email Support (E-Support) services including managing the Helpline & E-Support Shift Supervisors to ensure effective delivery of the Helpline and E-Support service
- Ensure that all Helpline and E-Support work adheres to the Safeguarding and Data Protection guidelines as described in SARSAS Safeguarding Policies including alignment with local authority guidelines where necessary.
- Act as one of the Designated Safeguarding Champions, along with the Head of Operations, to lead on safeguarding compliance, safeguarding decisions and to support staff and volunteers in safeguarding situations
- Ensure that the shared purpose, ethos, values and integrity of SARSAS are clearly understood and that the volunteer, Helpline and E-Support team works within the policies and procedures of the organisation.
- Ensure all staff and volunteers maintain up to date knowledge of relevant legislation, relevant evidence bases and good practice guidelines
- Oversee the clinical supervision process for the Volunteer, Helpline and E-Support team managing the contracts and relationships for Clinical Supervision as required
- Oversee the recruitment of the Helpline and E-Support staff and volunteers

Key Responsibilities (Volunteer Training)

- Coordinate and deliver the initial training for volunteers alongside team members
- Plan and coordinate additional volunteer training, alongside team members
- Alongside the appropriate service manager, develop appropriate training for new volunteer posts within the organisation e.g. fundraising

Key responsibilities (Monitoring and Evaluation and Service Development)

- Work within the SARSAS team to ensure best practice systems are in place and that all Helpline and E-Support activity is recorded, monitoring is collected, inputted appropriately onto the database and effectively evaluated to improve service provision.
- Work alongside the administrators and the Head of Operations and Service Development to ensure activity and outcome reports for Helpline and E-Support are relevant, accurate and timely.
- Work within the SARSAS team to ensure the trauma informed Helpline and E-Support services are safe, effective, responsive and ethical for all service users
- Operate quality assurance for Helpline and E-Support Services through regular monitoring and auditing of the service delivery data
- Work alongside the Head of Operations and Service Development to ensure the Helpline and E Support Services operate within agreed budgetary targets and costs are controlled
- Provide specific data as required and to write reports and presentations as necessary for internal and external stakeholders
- Develop and maintain strong and effective working relationships with key external partners, promoting positive working relationships, clear referral routes and access to appropriate venues for the best possible outcomes for survivors and their families.
- Consider and implement new approaches to Helpline and E-Support within SARSAS
- Work with the Head of Operations and Service Development in the development of new services to support the growth of SARSAS Helpline and E-Support Services to serve greater numbers in our communities and meet SARSAS’s future needs
- Alongside the Head of Operations and Service Development, lead and keep up to date with volunteering best practice including policy and legislation. Develop new policies and procedures as required

Key responsibilities (Communication and Networking)

- Ensure effective communication of information within SARSAS resulting in an accessible, reliable and smooth-running service for all service users
- Work in partnership with Rape Crisis England & Wales, The Sexual Violence Consortium and other rape crisis centres
- Promote a positive view of SARSAS when interacting with external partners and stakeholders
- Promote the service and raise the profile of SARSAS across the region through networking, partnership working and general promotion including presentations, delivering training and workshops, media interviews and publications as appropriate

Additional Information

- Undertake any other duties commensurate with the role
- Work as part of a team, promoting the ethos and values of SARSAS
- Ensure that all work is carried out in line with SARSAS policies and procedures and Rape Crisis England & Wales (RCEW) National Service Standards
- Attend all training, whether statutory or non-statutory, as required
- Participate in annual development and review process
- Adhere to SARSAS’s policies and procedures
- Actively participate in the risk assessment, management of risk process, and all aspects of Health and Safety
- Contribute to the ongoing development of the organisation by helping to improve systems and procedures

Person Specification

Training & qualifications

• Qualification in leadership and management



• Experience of working or volunteering in the voluntary sector
• Experience of delivering support to people that have experienced trauma
• Experience of staff management
• Experience of supervising and supporting volunteers
• Experience of volunteer recruitment and induction
• Experience of developing and delivering training to individuals and groups
• Experience of providing emotional support and supervision
• Understanding of and significant experience in working with safeguarding (adults and children) issues
• Experience of working in a system or organization that encourages peer support
• Experience of managing external relations with a range of statutory and non-statutory agencies
• Experience of risk assessment and risk management procedures
• Experience of and commitment to working with diversity

• Experience of supporting survivors who have experienced both current and historical sexual violence.
• Experience of monitoring and evaluating service delivery and producing reports to a high standard
• Experience of delivering person-centred listening and support services within appropriate boundaries

Knowledge & Skills


• Understanding of rape and sexual violence including causes and consequences and a feminist analysis
• Knowledge and understanding of the impact of the trauma of sexual abuse
• Understanding of the support needs of staff and volunteers working in a busy and emotionally stressful environment
• Knowledge of safeguarding issues
• Knowledge and understanding of relevant monitoring and evaluation frameworks
• Knowledge and understanding of issues involved in working in the voluntary sector
• The ability to provide a supportive coaching experience for staff and volunteer support workers
• Excellent communication skills both verbal and written
• A good level of IT skills and awareness of emerging technologies



• A sensitive approach to working within a specialist service of this nature
• A flexible and adaptable approach to work, with a willingness to take on new ideas and experiences
• The attitude, drive and resilience to lead, motivate and inspire others, with the ability to lead change where necessary
• Excellent interpersonal, relationship building, group facilitation and presentation skills (written and verbal)
• Ability to support and develop teams to ensure the highest levels of performance
• Skilled in maintaining boundaries and able to support volunteers and staff in this area
• Excellent time management skills with the ability to manage a complex and demanding workload
• An ability to manage a range of therapeutic styles and approaches
• Passionate about supporting women who have experienced sexual violence
• Commitment to own wellbeing and able to source support or ask for assistance
• Commitment to continuing own professional development
• Commitment to SARSAS’s values and keeping the service user experience and voice at the heart of all work

If you would like to apply please download and fill out an Application form and Equality and Diversity form, you can find them here - https://bit.ly/2S1zJ4s and return them to [email protected]

If you have any questions, please contact [email protected]

SARSAS values diversity and welcomes applicants from all sections of the community; especially from minority groups/groups with a protected characteristic such as BME, who are currently under represented at SARSAS. SARSAS are a Disability Confident Committed Employer. Our current premises are wheelchair accessible.

The post is subject to an enhanced DBS check and open to women only (exempt under the Equality Act 2010 Schedule 9, Part 1).