Referral and Engagement Co-ordinator

At Vale Domestic Abuse Services (Vale DAS), we provide specialist support to women and children affected by violence against women, domestic abuse, and sexual violence (VAWDASV). Join us in empowering survivors and helping them build safer, healthier futures. Learn more about us here.

The Role

The Referral & Engagement Coordinator plays a vital role as the first point of contact for all new referrals into the organisation — including Police Protection Notices (PPNs) & Agency Referrals. 

This role ensures that every referral is received, reviewed, and handled promptly and compassionately. You’ll make initial contact with survivors, listen sensitively, gather key information, and ensure they are referred to the right team for next steps. 

It’s not a case-holding role, but it’s one that requires warmth, curiosity, and care. The first conversation you have can set the tone for someone’s whole experience of our service.

This role is open to female applicants only, as being female is deemed to be a genuine occupational requirement under Schedule 9, Paragraph 1 of the Equality Act 2010.

What this job does

Referral Management

• Receive and process all incoming referrals, including PPNs and agency referrals, within agreed timescales.

• Review each referral for accuracy, completeness, and urgency, escalating any safeguarding or high-risk concerns immediately.

• Make sensitive, trauma-informed first contact with survivors to confirm details, explain our service, and gather essential information for allocation.

• Maintain accurate, confidential, and up-to-date records in Oasis, ensuring compliance with GDPR and Vale DAS policies.

• Monitor referral volumes, trends, and response times, supporting effective workload planning.

• Ensure data integrity and address any gaps or errors in referral information.

   

Communication and Partnership Working

• Act as the first point of contact for professionals and agencies referring into Vale DAS.

• Provide clear, timely communication with referrers, survivors, and internal teams to ensure a seamless referral process.

• Respond promptly and professionally to telephone, voicemail, and email enquiries.

• Provide information about our services, eligibility criteria, and referral pathways in a compassionate and professional manner.

• Support strong, consistent relationships with external partners and promote a coordinated community response to domestic abuse.

Operational Support

• Work closely with service teams to support the allocation and handover of new referrals.

• Contribute to developing and maintaining referral and engagement procedures.

• Assist with compiling referral data, monitoring performance, and supporting quality assurance.

• Maintain awareness of local and regional support services for appropriate signposting.

Safeguarding and Data Governance

• Identify, report, and escalate safeguarding concerns in line with Vale DAS policies.

• Handle sensitive information responsibly, always maintaining confidentiality and professional boundaries.

• Support the Team Leader in ensuring referral processes meet quality, safety, and data protection standards.

Team contribution

• Be an ambassador for Vale DAS and work collaboratively across all Vale DAS Teams demonstrating our shared values of kindness, integrity, curiosity, inclusion and dedication

• Engage in supervision, reflective practice, and training opportunities.

• Participate in service development discussions and continuous improvement work.

• Represent Vale DAS positively in all interactions, upholding our trauma-informed and feminist approach.  

 Person Specification

 Essential Skills and Experience:

• Knowledge and understanding of domestic abuse and its impact on survivors and children.

• Experience working in an administrative, coordination, or first-contact role (preferably in a in a domestic abuse or VAWDASV Setting).

•  Strong interpersonal and communication skills, with the ability to hold sensitive conversations calmly and professionally.

•   Proven ability to manage high volumes of data accurately and efficiently.

• Understanding of safeguarding principles, confidentiality, and professional boundaries.

• Excellent organisational and time management skills.

• Confident IT skills, including database and Microsoft Office use (Oasis or similar CRM experience desirable).

• Commitment to equality, diversity, and inclusion in all aspects of work.

Desirable Skills and Experience:

• Accredited training in domestic abuse, sexual violence, or safeguarding.

• Experience of identifying client risk and needs in the context of VAWDASV...

• Understanding of local services and partner agencies.

• Knowledge of equality, diversity, and inclusion principles, and their practical application.

Personal Qualities:

• Compassionate, calm, and able to engage sensitively with survivors.

• Emotionally resilient and able to balance empathy with clear boundaries.

• Self-motivated, organised, and adaptable to changing priorities.

• Reliable, trustworthy, and a strong team player.

• A genuine alignment with the values and mission of Vale DAS

What we offer:

• Employer pension contributions

• 35-hour working week

• 25 days holiday (plus bank holidays), increasing with service

• Birthday leave

• Enhanced sick pay

• Health cash plan (for medical costs)

• Employee assistance programme

• Ongoing training and clinical supervision

• Agile working after probation

How to Apply

We use Applied, a platform that removes unconscious bias from recruitment. Instead of a CV, you’ll respond to skills-based questions. Your answers will be anonymised and reviewed impartially. You’ll also upload details of your work history and qualifications for safer recruitment purposes.