Accessibility Analyst (Services)
Type: Volunteer
Engagement: Four hours per week delivered flexibly
Location: Remote (UK-based candidates only)
Reporting line: Head of Accessibility
The Cyber Helpline
The Cyber Helpline is a movement created by the information security community to step in and fill the gap in support for victims of cybercrime & online harm. It is a UK-based charity that provides free, expert help to victims by helping them understand, contain, recover and learn from experiencing a malicious online issue. We have helped over 100,000 individuals and families in the UK & the USA.
Role Summary
The Accessibility Analyst (Services) will own the service accessibility domain within The Cyber Helpline’s accessibility team. They will review and advise on the accessibility of our helpline and user-facing services, ensuring that people can access support safely and equitably regardless of disability, neurodivergence, language barriers, or the impact of trauma.
This role sits within a small, collaborative accessibility team led by the Head of Accessibility. Whilst services is their primary domain, they will maintain a broad enough understanding of accessibility to support colleagues across digital and content, and contribute to organisation-wide awareness and policy work.
Key Responsibilities
Service Accessibility
Review helpline intake processes, scripts, volunteer guidance, and user-facing resources for accessibility across disability, neurodivergence, limited English proficiency, and the needs of people in crisis or trauma.
Recommend practical adjustments that improve access without compromising safeguarding or service quality.
Advise on accessibility considerations when new services are launched or existing ones updated.
Bring a user-centred perspective to service design discussions, ensuring that the experiences of people with access needs are represented.
Flag where service delivery may unintentionally exclude or disadvantage certain groups.
Policy
Lead the drafting of The Cyber Helpline’s service accessibility policy, including reasonable adjustments guidance, working to templates and timelines agreed with the Head of Accessibility.
Review and provide feedback on accessibility policies drafted by other analysts before escalation.
Awareness
Help volunteers understand how accessibility shows up in direct support work, through practical guidance and informal knowledge sharing.
Act as a point of contact for questions relating to service accessibility and reasonable adjustments.
Continuous Improvement
Encourage and gather feedback from service users about accessibility barriers, and bring findings to the Head of Accessibility.
Keep up to date with relevant developments in inclusive service design and trauma-informed practice, and share updates with the team.
Contribute to periodic progress reporting to the Head of Accessibility.
Requirements & Experience
Candidates must be 18 years old or older and residents of the UK. Successful candidates will need to have their background and criminal record checked.
Essential
Passion for our mission of supporting victims of cybercrime, digital fraud and online harm.
A basic understanding of cybercrime, digital fraud and online harm.
Background in health, social care, safeguarding, helpline, or a related environment.
Strong understanding of the access needs of people with disabilities, neurodivergence, or limited English proficiency.
Commitment to equity, inclusion, and victim-centred support.
Ability to assess processes and recommend practical, realistic improvements.
Clear written and verbal communication skills.
Comfortable working collaboratively in a volunteer-led environment.
Preferred
Knowledge of trauma-informed practice.
Lived experience of disability or accessibility barriers.
Knowledge of assistive technology and experience using them for testing.
Familiarity with inclusive or universal service design principles.
Experience in a charity or voluntary sector environment.