Helpline Advisors


Responsible to: Head of Therapy Department/CE Manager (in the case of members of a CE Scheme only)

Principle duties:

  • To answer all incoming calls to the therapy department-calls should be answered in rotation when more than one telephone advisor is available.
  • To be familiar with service available for children who have experience of abuse.
  • To take responsibility for keeping up to date with issues relating to child sexual abuse, including media reports and professional publications as well as current legal perspectives.
  • To assess the clients’ needs and to offer appropriate service.
  • To keep a clear, concise and accurate record of the telephone session in accordance with therapy department procedures.
  • To follow up the telephone session if appropriate.
  • To attend regular supervision as arranged by the Head of Therapy.
  • To attend training events as arranged by the Head of Therapy.

Secondary Duties:

  • To open the front door for client’s attending CARI for face to face counselling or assessment appointment.
  • To offer support to colleague who may have experience a difficult telephone call.
  • To check that therapy room is ready for sessional therapists prior to their arrival.
  • To ensure that department room is quiet and comfortable working space for everyone.
  • Any other duties as deemed necessary by the Head of Therapy in consultation with the telephone advisor.
  • Attend staff meetings.

All telephone advisers working in the therapy department at CARI are expected to comply with the code of ethics and practice of CARI Foundation which is made available to each person.

Our expert CARI Helpline advisors led by the Helpline Team leader are available from Monday – Friday, 9.30am – 5.30pm.

We give support, advice and most importantly, a listening service to all callers.  All our Helpline advisors have different qualifications and are professionally trained to deal with the silence and intense trauma that is often evident on calls.

The CARI Helpline advisors will, where necessary, organise face to face appointments for parents, carers and professionals who are seeking Advice and support.

Helpline Advisor Training

The CARI Helpline Advisors undergo training in the following key areas;

Listening Skills

  • Keys to Good Listening: Clarifying, acceptance and paraphrasing
  • Stages of call: Introduction, gathering information and bringing closure
  • Helping parents respond: Responding to signs and symptoms and responding to disclosure
  • Sexualised Behaviour: Normal V cause for concern
  • Challenging Calls: On-going callers, alarming calls, abusive calls and silent calls.
  • The dynamics of Sexual Abuse
  • Working with Adolescents on the Helpline
  • Supporting colleagues/self-care: In session, end of session, spill over in personal time, beginning of day/week, balance in own life, supervision, health and personal issues.

Child Protection Issues

  • CARI’s own policy
  • Role of the HSE and HSE Social Workers

Child Sexual Abuse Assessment

  • The role of the Child Sexual Assessment Teams

Domestic Violence and Sexual Assault Investigation Unit (DVSAIU), Harcourt Square, Dublin 2

  • Garda investigation of sexual crimes
  • Criminal law affecting child sexual abuse cases
  • Role of Gardai in child protection issues
  • Sexual Assault Treatment Unit (S.A.T.U.) Rotunda Hospital, Dublin 1
  • Examination and care following sexual assault

Women’s Aid

  • Affects and dynamics of violence on adults and children

Rape Crisis Centre

  • Counselling adults survivors of sexual assault or childhood sexual abuse

Northside Interagency Project (NIAP) & Southside Interagency Treatment Team (SIATT)

  • Adolescent offenders treatment programme


  • Childcare legislation
  • Workings of the court
  • Family law proceedings

Separation and Loss