Job Description

Role Overview:

The Frontline Services Officer (DA) based in Scotland will deliver one-to-one support for older victims of domestic abuse, including risk assessments, safety planning, and advocacy. The role involves casework, supporting the Helpline, raising awareness, and collaborating with multi-agency partners to ensure tailored support and improved outcomes.

If you have experience in domestic abuse casework, risk assessment, and multi-agency collaboration--and want to make a real difference--this is your chance to protect and empower older adults.

Job title:

Frontline Services Officer (DA) Scotland

Location:

Home-based initially - Will be expected to work from new office site in Fife once contracts completed and to be able to travel across the UK on occasion.

Duration:

1 year initially

Salary:

25,312.00 pa

Hours of work:

35 hours per week to be undertaken between Monday and Friday 9am to 5pm (with some occasional out-of-hours duties).

Reports to:

Frontline Services Lead (Scotland/NI)

Responsible for:

Local volunteers as required

last reviewed:

December 2025

Please send CV and cover letter to recruitment@wearehourglass.org

1. CONTEXT AND PURPOSE OF ROLE:

1.1 Hourglass is dedicated to calling time on the harm, abuse and exploitation of older people. We support older people experiencing (or at risk of) harm, abuse or exploitation, and work towards safer ageing and a fairer society for all older people.

1.2 Hourglass's integrated frontline service offers a unique and innovative solution to combat and prevent the abuse of older people. This service provides immediate assistance in times of crisis while also offering long-term, person-centred care that empowers older adults and ensures they are protected, valued, and connected to their communities.

1.3 The model will provide specialist domestic abuse support for older victims, families and professionals across Scotland , working towards a safer ageing society for all.

2. ROLE PROFILE

2.1 The Frontline Services Officer (DA) will be instrumental in ensuring older people experiencing domestic abuse receive the immediate, practical, and emotional support they need while working to improve awareness, prevention, and intervention services at a national level.

2.2 Delivering one to one case support for older victims and survivors of domestic abuse, including conducting risk and needs assessments, and advocating on their behalf. Collaborating with multi-agency partners to offer tailored support, mitigate risk, and ensure optimal outcomes for victims and survivors.

3. MAJOR DUTIES AND RESPONSIBLITIES

3.1

Hourglass Helpline

3.1.1 Supporting the UK-wide Helpline to provide support to callers across the UK. This will involve taking calls, as well as coordinating local volunteer availability.

3.1.2 To provide information, advice and support to older people relating to support options for older people experiencing (or at risk of abuse), and safer ageing. To provide accurate and appropriate information and support via telephone, email and other electronic methods, and assist callers to explore their options.

3.1.3 To provide practical and initial emotional support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner. To ensure service users receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.

3.1.4 To explain safeguarding approaches to service users in a way that they can best understand, respecting their needs to receive as correct and as full information or advice as they are able to do, providing them with emotional support, and treating them with dignity and respect.

3.1.5 To make safeguarding referrals and liaise on behalf of service users who request or require such support, pursuing conclusions that are satisfactory to the service user.

3.1.6 Promoting, raising awareness of the Helpline service across the outlined areas, and notifying the Fundrasing team of potential funding sources.

3.1.7 Regularly liaising with the Helpline team to ensure consistency of advice, support and procedures; and notifying the Frontline Services Lead or another member of management of any circumstance in which there may be an immediate risk to a service user and to act as authorised

3.2

Case work

3.2.1 Undertaking case work and follow-up work to support service users across the UK. Supporting older victims/survivors through risk assessments, distance travelled tools, safety planning, safeguarding referrals, and signposting to specialist agencies.

3.2.2 Collaborate with IDVAs and statutory bodies to ensure clients receive multi-agency support tailored to their risk level and needs.

3.2.3 Supporting the internal IDVA trained officers with the handover of low and medium risk clients and community for service users who require ongoing support.

3.2.4 Assess the safeguarding needs of service users using DASH Risk Assessment and escalating high-risk cases to the Frontline Services Lead (High Risk) ensuring all safeguarding processes are followed.

3.2.5 Develop comprehensive knowledge and understanding of the routes and support options open to those requiring casework support to provide a tailored and wide-ranging service, relevant to the unique circumstances of the outlined areas.

3.2.6 Updating our directory of support agencies across the UK, and ensuring these are available on our website, our online Knowledge Bank, information booklets and other materials.

3.2.7 Making adult safeguarding referrals where necessary (and/or support volunteers to do so) on behalf of callers/cases who request or require such support.

3.2.8 Developing a database of signposting agencies to ensure Hourglass can refer callers to other sources of support where we do not have the immediate expertise inhouse.

3.2.9 To support the Frontline Services Lead with the development and operation of the Frontline Services.

3.2.10 Developing a network of Pop-up Advice and Support clinics to ensure safer ageing is highlighted across the Scotland, and that Hourglass can bring its expertise to all communities.

3.2.11 Working with the Volunteer Coordinator to support volunteers, coordinating

tasks and supervising volunteers as required.

3.2.12 Ensuring Hourglass has a range of appropriate information materials relevant to the outlined area to meet the needs of various audiences and stakeholders, including online content, information booklets and other formats.

3.2.13 Identifying and providing information, reports, case studies and 'good news' stories for newsletters, our website and media etc. Working in collaboration with Hourglass External Affairs staff to identify older people who may be willing to speak to the media.

3.3

Other

3.3.1 Actively and regularly promoting the services of the Charity across the UK via various outlets, including information leaflets and posters, social media, websites, and delivering presentations/training.

3.3.2 Attending regular team meetings and other internal meetings across the Charity as required.

3.3.3 Regularly and proactively raising awareness of the abuse of older people, safer ageing and the work of Hourglass across the outlined areas, including:

developing and maintaining relationships with a range of stakeholder groups and agencies

proactively seeking opportunities for new areas and sectors in which to raise awareness of the abuse of older people and the work of the charity

delivering presentations and hosting information stalls to a range of audiences

attending meetings with various local and national groups and stakeholders

3.4.2 Supporting the planning and delivery of conferences, seminars and other ad hoc events when required across Scotland and when required across other nations.

4. GENERAL:

4.1 The Frontline Services Officer (DA) will also be expected to:

Travel throughout the UK as required.

Work unsocial hours on occasions and be flexible with working pattern as and when required.

Regularly liaise with other Hourglass staff and volunteers throughout the UK.

Commit to future training to become an IDAA, IDVA, ISVA and any other training required for their role. (terms and conditions apply, funded by Hourglass)

The postholder must maintain confidentiality and observe requirements of the Data Protection Act 2018.

The post holder must at all times carry out their responsibilities with due regard to Equality legislation and the charity's Equality, Diversity and Inclusion Policy

The post holder is required to be familiar with Health and Safety legislation and the Hourglass Health and Safety Policy and be aware of and observe any part of the policy related specifically to the duties and responsibilities of the post.

The duties and responsibilities highlighted in this job description may vary over time.

Postholders are expected to undertake other duties and responsibilities relevant to the nature, scope and grading of the post.

Promote the vision, aims and objectives of the organisation and ensure that all contacts with external people and organisations fully reflect the professional approach of the organisation.

Understand and comply with all relevant legislation and adhere to organisational and operational policies and procedures. This would include confidentiality protocols.

PERSON SPECIFICATION:

ESSENTIAL CRITERIA:

Experience of managing a caseload of domestic abuse victims, providing short to medium-term support, including risk assessment, safety planning, and advocacy. Experience in crisis intervention and risk assessment, including the ability to use the DASH risk checklist to assess the needs of high-risk victims. Knowledge of adult safeguarding procedures, legal protections, and civil/criminal justice remedies available to victims of domestic abuse (including, protection orders, non-molestation orders, and housing rights). Proven ability to work within a multi-agency framework, liaising with statutory and voluntary organisations (e.g., social services, police, local authorities, housing providers). Understanding of trauma-informed practice and survivor-centred approaches when supporting victims of domestic abuse. Excellent crisis management skills, with the ability to remain calm under pressure, prioritise cases based on risk, and respond appropriately in emergency situations. Self-motivated, confident, and requiring minimal supervision, with the ability to work remotely while managing time effectively. Excellent communication skills, including the ability to liaise with survivors, professionals, and stakeholders, and produce clear written case notes, reports, and risk assessments. Understanding of confidentiality, GDPR, and safeguarding regulations, ensuring case records are kept securely and information is shared appropriately. Ability to develop and maintain effective relationships with service users, stakeholders, and partner agencies. Strong IT skills, including the use of Microsoft Office applications, case management systems, and digital communication tools (e.g., email, video conferencing, online referrals). Willingness to travel within the UK, including occasional overnight stays and out-of-hours duties, when required. Commitment to professional development, including undertaking further study or qualifications relevant to the role (e.g., ISVA, safeguarding training, housing law training).

Desirable Criteria:

Experience of working specifically with older people in domestic abuse, safeguarding, or social care settings. Understanding of the intersection between domestic abuse and age-related vulnerabilities, including dementia, mobility issues, and social isolation. Knowledge of housing law, welfare benefits, and support pathways available to older survivors of domestic abuse. Experience of delivering training, awareness-raising sessions, or public speaking on domestic abuse-related topics. Ability to develop, coordinate, and supervise volunteers working within advocacy and helpline services. Experience of digital engagement in frontline services, including webchat, online referrals, and virtual casework support. Experience of securing funding, preparing grant applications, or working with fundraising teams. Experience working with diverse communities, including an understanding of how domestic abuse affects different ethnic, cultural, and faith backgrounds. Access to own vehicle and full driving licence (to facilitate travel to remote areas where public transport is limited).
Job Types: Full-time, Temporary
Contract length: 12 months

Pay: 25,312.00 per year

Benefits:

Company pension Health & wellbeing programme
Application question(s):

Do you have experience of working with domestic abuse victims/survivors
Location:

Fife (required)
Work Location: In person