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

• Act as the initial Single Point of Contact for referrals and enquiries relating to domestic abuse.

• Provide a high-quality, proactive and responsive frontline service to victims and survivors.

• Manage referrals received by telephone, email and online platforms.

• Prioritise referrals according to the level of risk, ensuring high-risk cases are responded to within 24 hours wherever possible.

• Make multiple attempts to contact service users, using varied dates and times, in line with the referral pathway.

• Provide referrers with appropriate outcome information where required.

• Establish immediate safety and complete DASH risk assessments.

• Develop appropriate initial safety plans and ensure identified actions are followed through.

• Make relevant MARAC referrals and contribute to MARAC research, updates, actions and meetings where required.

• Provide clear information and guidance to help service users understand their options and make informed decisions.

• Offer advice and guidance to:

  • Victims and survivors of domestic abuse

  • Professionals supporting individuals affected by domestic abuse

  • Friends and family members

  • Members of the wider community

  • Individuals seeking information about domestic abuse or available services

• Complete an initial assessment of wider support needs, including:

  • Housing and accommodation

  • Physical and mental health

  • Substance use

  • Employment, education and training

  • Criminal and civil justice

• Ensure referrals are allocated appropriately and service users can access the full range of Women’s Aid services.

• Work collaboratively with external agencies and professionals to provide coordinated support.

• Maintain accurate, confidential and up-to-date electronic records and case files.

• Allocate and maintain unique reference numbers for service users.

• Prepare client reports and feedback when required.

• Participate in case file audits, spo