Relevant Experience:

Advanced degree in women's development, Psychology, gender, social sciences, or a related field.

At least 3-4 years of experience in managing GBV or related projects and coordination of helpline.

Strong understanding of GBV issues in Pakistan and globally.

Excellent helpline management skills, including budget management, data management, team management and risk management.

Strong interpersonal and communication skills, reporting with the ability to build effective relationships with stakeholders.

Proven ability to assess, supervise, and coordinate technical work related to helpline.

Experience in working directly with survivors of GBV, using a survivor-centered approach, GBV guiding principles (safety, confidentiality, respect, non-discrimination) is highly desirable.

Computer literacy, with proficiency in Microsoft Office applications.

Demonstrates commitment to gender equality.

Exhibits empathy and positive interpersonal skills, including cultural competence.

Understanding of GBV case management, and GBV call handling.

Proficiency in English, Urdu, Pashto and other  languages.

Job Description:

The responsibilities of the BOLO Helpline coordinator will be to:

• Prepare/ consolidate work plans and progress of the BOLO Helpline, ensure achievements of intended results and targets of the services.
• Supervise and manage the team to implement helpline activities and achieve desired targets through organizing regular staff meetings.
• Ensure the preparation, submitting monthly helpline data/records, verifying records maintained by the helpline staff, and data analysis maintained by the helpline team regarding caller/survivor gender aggregated information.  
• Maintain close coordination with other helplines and relevant departments.
• Guide referral coordinators for a strong referral mechanism and ensure that helpline is serving as a referral link to other protection centers and updating a referral directory.
• Ensure privacy and confidentiality of caller identifying information, according to ethical requirements, and SOPs and as safeguarded in the Prevention of Electronics Crimes Act 2016 and internal policies and procedures.
• Ensure mechanisms for helpline staff self-care (e.g., through supervision, team building, stress management activities, etc.) at work.
• Effectively manage conflict between staff at work.
• Ensure that all caller/survivor records are being properly maintained and all helpline resources are used as per the instructions provided by the department.

Consultation with Manager BOLO Helpline to facilitate and ensure capacity building of the staff.