Location: East Sheen

Company:  Missing People

Hours: Part Time

Salary: £14,400 a year

Date Posted: 30/08/18           Closing Date: 12pm Monday 10th September 2018

Job Description:

You will be on the frontline of a dynamic, award-winning Helpline team that offers emotional and practical support to young people, vulnerable adults and their families 24 hours a day by phone, text and email on the Runaway Helpline and Missing People Helpline as well as the 1-2-1 Chat service for young people.

Key Accountabilities:

  • Respond to service users of Missing People’s Helpline via phone, email, text, 1to1 Chat, any other means of contact;
  • Work as part of a team to effectively respond to contacts from young people who have run away/been forced to leave home who approach us via the Runaway Helpline promotion and vulnerable adults who are missing/away from home;
  • Respond to young people who contact us because of the Say Something Campaign and wish to talk about child sexual exploitation, and offer the opportunity to pass information for them to Police contacts;
  • Work actively and liaise with families and carers of missing children, young people and adults, assisting them to explore their circumstances and the options that are open to them;
  • Handle sensitive calls, deal with crisis intervention situations, assess risk within Missing People policy and consult where appropriate;
  • Be aware of the boundaries of the service and criteria for cases and directing service users to and/or locate appropriate resources in response to the needs of service users, including signposting to alternative sources of help when necessary;
  • Work on the cases of missing people to include producing publicity posters, making web appeals, conducting enquiries and taking sightings;
  • Work and liaise effectively with external agencies including social services, police, Children’s Homes and other voluntary sector organisations and agencies.

About you – you will have experience of

  • helpline work either as a volunteer or a paid worker and/or advice or support work with children, vulnerable adults and/or families;
  • understanding of safeguarding vulnerable adults and young people;
  • handling complex and sensitive calls and being able to deal with crisis intervention; (desirable)
  • teamworking
  • working flexibly in a changing environment;

Abilities, skills and knowledge:

  • Knowledge and understanding of the voluntary sector;
  • Concern for the welfare of all missing people and an awareness of issues affecting adults, children and young people who go missing and the families/carers left behind;
  • An effective listener, capable of communicating with people from varying different backgrounds, ages and cultures;
  • Excellent communication skills, both written and oral, to communicate effectively and appropriately with service users;
  • Able to maintain a calm and considered approach, to evaluate situations objectively, consult effectively and give appropriate advice and guidance;
  • Able to address issues that may arise using the appropriate internal channels and identify and contribute to the development of new systems and procedures;
  • Aware of and sensitive to the impact of class, gender and race and to be willing and able to act appropriately;
  • Able to work independently and with initiative and consult when appropriate;
  • Fully computer competent, particularly Microsoft Office (especially Outlook) and data entry. Ability to learn new database systems quickly and operate a digital 1-2-1 chat platform;

Department info


Our Services team delivers direct help and support to missing children, vulnerable adults and families left in limbo. Staff and volunteers do this by assisting the search and by providing the channels for people to make contact; from public sightings generated via media appeals to our helplines for missing adults and children to access free and confidential support 24/7.

About Missing People

Our Vision is that every missing person is found safe.

We are a non-judgemental, highly skilled team of staff and volunteers working around the clock for everyone who needs us. We provide free 24 hour confidential support, help, advice by phone, email, text and online, including the opportunity to reconnect. We also coordinate a UK wide network of people, businesses and media to join the search for the estimated 250,000 people who go missing each year.

Missing People is an independent charity that relies on donations.


Closing date: 12pm Monday 10th September 2018

First Interviews (Phone): Monday 17th & Tuesday 18th September 2018

Second Interviews: Friday 21st September 2018

Start date: As soon as possible.

How to apply

For more information and details on how to apply, please CLICK HERE

If you would like to find out more about this role, please contact Paul Joseph, Head of Helplines on 0208 392 4595

Please ensure you include your CV as well as a Supporting Statement that demonstrates how you meet the criteria listed in the person specification. This statement is crucial to help us consider you for the role, so don’t forget to address each criterion in the person specification and specifically highlight any relevant experience and skills you have, and why you want to work at Missing People.