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Relevant Experience:

 

  • Bachelor's degree in psychology, social work, or a related field.
  • Excellent communication and interpersonal skills.
  • Ability to handle sensitive and confidential information with discretion.
  • Experience in customer service or call center operations is an asset.
  • Ability to work in a fast-paced environment and handle multiple tasks effectively.

Fluency in local languages (e.g., Pashto, Urdu) and English is an asset.

Job Description:

The helpline operators will be responsible for the following tasks:

  • Receiving incoming calls from survivors of violence and their families, as well as from concerned citizens, and assessing the nature of the call.
  • Transferring calls to the appropriate psychologists based on the caller's needs and the severity of the situation.
  • Maintaining confidentiality and safeguarding the privacy of the callers at all times.
  • Providing emotional support to the callers, including active listening and empathy.
  • Documenting calls and maintaining accurate records, as per the guidelines provided by the helpline management.
  • Providing regular feedback to the helpline management on any issues or challenges faced during the calls.
  • Attending training and development sessions to enhance their skills and knowledge on violence against women and psychological support.
  • Adhering to the ethical guidelines and code of conduct set by the helpline management.




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