Vacancies

Helpline Support Worker – Resilience Team

This is a flexible, occasional role, offering the opportunity to take on hours as they become available rather than on a fixed weekly basis.

 About Crime Victims Helpline

Crime Victims Helpline (CVH) is the national listening, information and support service for all victims of crime in Ireland. We provide people with time and space to talk about their experiences, practical information about the criminal justice system and victims’ rights, and signposting to victim support services and other relevant resources.

About the Resilience Team

The Resilience Team is a flexible group of trained Helpline Support Workers who strengthen CVH’s frontline service. Team members provide planned cover for extended service hours (5:00 pm – 7:30 pm), staff leave and periods of increased demand and may also support specific service projects or other short-term operational needs.

Hours are offered according to service need and are not guaranteed. Resilience Team members are usually advised of available hours around one week in advance, with shifts allocated in a fair and transparent manner. Team members are free to accept or decline any hours offered. There may be periods when no hours are available.

The Role

Helpline Support Workers provide compassionate, non-judgemental and practical support to people affected by crime by phone, email, text and webchat. The role requires careful listening, sound judgement, the provision of accurate information, appropriate referral and clear professional boundaries. Resilience Team members may also provide support and guidance to Helpline volunteers during their shifts.

Accountability

The Helpline Support Worker works closely with the Service Coordinator and reports to the Chief Executive.

Main Duties and Responsibilities

• Provide emotional support, information and appropriate referrals to victims of crime and others who contact the Helpline.
• Respond to service users by phone, email, text and webchat in line with CVH policies, procedures and service standards.
• Provide accurate, accessible information about victims’ rights, the criminal justice system and relevant support services.
• Recognise when a contact requires additional assessment, follow-up or escalation and act in accordance with CVH procedures.
• Maintain accurate, timely and confidential records of service-user contacts and any agreed follow-up actions.
• Support volunteers by answering queries, providing guidance and being available for debriefing where appropriate.
• Work collaboratively with CVH staff and other Resilience Team members to ensure continuity and consistency of service.
• Keep knowledge of referral options, CVH resources and relevant criminal justice information up to date.
• Participate in induction, training, supervision, team meetings and other learning activities required for the role.
• Follow CVH policies and procedures, including those relating to confidentiality, data protection, professional boundaries and safe service delivery.
• Carry out other reasonable duties relevant to the delivery of CVH’s service.

Person Specification

Essential

• Relevant experience providing emotional support, information, advocacy or other person-centred support.
• Strong listening and interpersonal skills, with the ability to communicate warmly and clearly with people who may be distressed, angry, frightened or uncertain.
• Excellent written communication skills and confidence communicating by email, text and webchat.
• Good judgement, tact and the ability to remain calm when dealing with sensitive or complex situations.
• A clear understanding of confidentiality, professional boundaries and respectful practice.
• Ability to work independently, follow procedures and seek guidance when needed.
• Commitment to CVH’s mission and to providing an inclusive, non-judgemental service to all victims of crime.
• Reliability in fulfilling agreed shifts and flexibility in responding to available hours.
• Applicants must be resident in Ireland and have the right to work in Ireland.

 

Desirable

• Experience working on a helpline or in a victim support, information, advocacy, community or similar service.
• Knowledge of issues affecting victims of crime.
• Knowledge of the Irish criminal justice system and victims’ rights.
• Experience supporting volunteers or colleagues in a frontline service.

Hours and Contract

This is a zero-hours contract. There are no guaranteed minimum hours of work. Hours are offered according to service need, and Resilience Team members are free to accept or decline any hours offered. Team members may be offered hours during daytime, weekend or evening service hours.

Location

The role is remote but must be carried out from within Ireland. The successful candidate will be required to complete an induction and training programme and must have a suitable, private workspace from which to carry out confidential helpline work. Attendance at the Crime Victims Helpline office in Dublin 2 may occasionally be required for training, meetings or other service needs.

Pay and Development

Hourly rate: €16.00 per hour

Role-specific induction, ongoing training and access to relevant staff development opportunities.

How to Apply

Please submit a CV and a short cover letter explaining your interest in the Helpline Support Worker-Resilience Team position and the experience you would bring to the role to recruit@crimevictimshelpline.ie.

Any application that does not include both a cover letter and CV will not be considered.

Appointment is subject to Garda Vetting.

Closing date: 25 September 2026 at 9:00am

Interviews will take place remotely on 1 October 2026.

 Crime Victims Helpline is committed to equality, diversity and inclusion and welcomes applications from suitably qualified candidates from all backgrounds.