Base Location: Peshawar

Number of Positions: 01

Gender: Male/Female

Reports to: GBV Project Officer

Job Purpose: The Helpline Operator will play a critical role in ensuring the smooth, responsive, and survivor-centered functioning of the Bolo Helpline. As the first point of contact for individuals seeking assistance, the Operator will provide empathetic, non-judgmental, and confidential support to survivors of GBV and other protection-related concerns. The role involves call handling, initial psychosocial support, needs assessment, and referral coordination with relevant services including legal aid, psychosocial counselling, shelters, and law enforcement. The Operator will uphold ethical standards and organizational safeguarding protocols to respond effectively to high-risk and high-volume calls

Key Accountabilities:

The job holder is accountable for fulfilling his or her roles and responsibilities in line with organization’s values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff.

-        Respond to calls related to GBV, harassment, child abuse, and other protection concerns.

-        Provide initial psychosocial support and assess caller needs.

-        Offer survivor-centered guidance and referrals to relevant services.

-        Maintain accurate, confidential call records in line with SOPs.

-        Coordinate with legal, psychological, and referral staff for case management.

-        Ensure timely data entry and reporting for monitoring and learning.

-        Demonstrate organization’s values and ensure survivor dignity and confidentiality

-        Participate in training, debriefings, and supervision sessions.

-        Contribute to team-based, multidisciplinary response efforts.

-        Represent organization positively and professionally in all internal and external interactions

-        Abide by organization's zero-tolerance policy toward bribery and corruption

-        Represent organization positively and professionally at the grassroots level.

-        Receive and respond to helpline calls with empathy and professionalism.

-        Identify caller needs and provide tailored referrals to appropriate services (legal, medical, psychosocial, or shelter).

-        Apply Psychological First Aid principles for distress calls.

-        Escalate high-risk cases to relevant technical leads or specialists.

-        Maintain a calm and non-judgmental tone during sensitive disclosure

-        Document all calls accurately in helpline logs or digital tracking tools.

-        Ensure data confidentiality and storage in accordance with organization and donor standards.

-        Coordinate with the Psychologist, Legal Expert, and Referral Officers for case follow-up.

-        Participate in regular reviews of call trends, challenges, and quality improvements

-        Uphold organization’s safeguarding, PSEAH, and Do No Harm principles in all communications

-        Promote organization’s commitment to ethical, rights-based, and survivor-centered programming

-        Engage in regular capacity-building sessions and internal briefings.

-        Support outreach and helpline promotion activities when required.

-        Represent organization professionally and ethically in all interactions.

-        Represent organization in a professional and respectful manner during internal and external engagements

-        Abide by organization’s zero tolerance policy towards bribery and corruption, and empower communities to safely report any wrongdoing

Person Specification

It is essential that the post holder shows a good understanding and sympathy with the organizational values & principles, vision and mission as well as commitment to its PSEAH (preventing sexual exploitation abuse and harassment) and Safeguarding protocols. Organization has a zero-tolerance policy towards SEAH and don’t support any action that promotes or encourages SEAH/Safeguarding.

-        Organization is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom organization engages. Organization expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us

Qualification: 

-        Masters/Bachelor’s in Social Sciences, Gender Studies, or related field.

Experience:

Minimum Minimum experience of similar role in NGO setup:

·       At least 1–2 years’ experience in call handling, community support, or social services roles.

·       Prior experience working with GBV survivors or protection-focused helplines is preferred

Computer Skills:

·       Proficient in MS Office and digital case tracking tools.

Language: 

·       Fluency in Urdu and Pashto is essential; working knowledge of English preferred.

Key Personal Qualities:

·       High emotional intelligence, active listening, and compassion.

·       Ability to handle sensitive calls with calmness and clarity.

·       Strong ethical standards and respect for confidentiality.

·       Ability to work in shifts and under pressure.

·       Commitment to gender equity, diversity, and survivor-centered support.

Please note, we are only able to accept applications from candidates who are eligible to live and work in the Pakistan. We are unable to progress applications which would require sponsorship. 

Value Added Skills:

·       Training in Psychological First Aid (PFA) or Safeguarding.

·       Familiarity with GBV response standards and referral pathways.

Our values and commitment to safeguarding

• The organisation is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom the organisation engages. The organisation expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.
• The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation.
• All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records checks. The organisation also participates in the Inter Agency Misconduct Disclosure Scheme.
• In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment.
• By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.

Pre-employment Checks:

Any employment with organization will be subject to the following checks:

• Screening clearance
• Receipt of satisfactory references

We are an equal opportunities employer.

DECLARATION:

By applying for this position with the organisation;

Declarations # 1: “I hereby confirm that I have never been involved and/or charged in violation of SEAH (Sexual Exploitation Abuse & Harassment) related concerns in my career.”

Declarations # 2: “I confirm that the above information in the CV/Application is complete and correct and that any untrue or misleading information will give my employer the right to terminate any employment contract offered.”

Declarations # 3: “I agree that information contained within this application and supporting documents (including "sensitive information”) may be accessed, stored and used and by the organization in accordance with the Data Protection Act 1998.”