Helpline Call Centre Manager Job Vacancy: Childline Kenya

Childline Kenya is a local Non-Governmental Organization working to protect and promote a culture of children’s and human rights in Kenya.

The organization provides a nation-wide 24-hours toll-free helpline for counseling, advice, and referral services to children, young persons and their families in difficult situations.

The organization works very closely with a wide range of partners.

Childline Kenya is looking for a dynamic Kenyan who is committed to serving children to fill the position of a helpline call centre manager from February 2010.

Job Title: Helpline Call Centre Manager
Location: Nairobi, Childline Kenya Office, Nairobi
Reports to: The Executive Director

Purpose:

To coordinate counseling, referral services and strengthen partner relations for Childline Kenya by leading the national helpline team in providing quality psychosocial support to children, care givers and other callers.

The incumbent will be responsible for the management of the helpline call centre, all cases reported to the centre, and will work closely with the Department of Children Services officers and other partners to ensure effective child helpline support services.

Duties and responsibilities

• Acting as the lead counselor at the national Child helpline 116, ensure quality services are offered to children and other users of the helpline service
• Support the full time counselor and children officers based at the helpline to coordinate the day-to-day activities of the call centre and handling all difficult cases.
• Manage the volunteer counselors’ performance, while ensuring their periodic recruitment, training, induction, professional supervision and appraisals.
• Facilitate and coordinate appropriate referral of cases to the network of partners.
• Act as the liaise person for Childline Kenya and its referral partners as well participating in partnership and network meetings, events, etc to enhance Childline Kenya’s linkages and working relationships
• Maintain an effective call centre data base and referral directory both at the national and provincial call centers for ease in case management.
• Compile monthly/quarterly and other periodic reports on program activities related to the call centre.
• Take overall responsibility for effective management and operations of the helpline call centre.
• Support the Executive Director in identifying new opportunities for further growth of the helpline particularly where ICT innovations are concerned.
• As part of the program team, contribute to the overall design, planning, implementation and monitoring of project activities aimed to achieve organizational goals and objectives.
• Any other duties and tasks assigned by the supervisor.

Requirements

• Masters degree in Counseling Psychology, Social work or its equivalent.
• Experience in Project management and community education
• Excellent networking skills and ability to work with a wide range of partners
• A minimum of 3 years experience as a hands-on counselor. Experience with telephone counseling will be an added advantage.
• Experience working with children in difficult situations
• Excellent organization skills, self-driven, results oriented with a positive outlook and a clear focus on quality.
• A natural forward planner who critically assesses own performance
• Time management skills and ability to work under pressure
• Good command of English and Kiswahili and any of the local languages in Kenya
• Excellent report writing skills
• Knowledge and interest of development issues, particularly in relation to children.
• Ability to build effective relations with diverse people.
• A strong and innovative team player.
• Must be a Kenyan citizen.

Candidates who meet the above requirements should submit their written applications stating their capacities, skills and experience, their current salary.

In addition, they need to provide a comprehensive CV with their day time telephone contacts, those of three referees as well as copies of testimonials and certificates.

The applications should be addressed to:

The Executive Director,
Childline Kenya
P.O. Box 1003, 00100 (GPO)
Nairobi.
Childline Kenya

Tel: 020 3865690

Only hard copies of the applications will be accepted.

The closing date for receipt of applications is 14th December 2009.

Please note that only short listed candidates will be contacted.

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