Helpline/Referral Operator

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.