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Helpline Coordinator

Strengthening Participatory Organization Verified

Multan , Pakistan

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Posted Mar 12, 2026 165 views

The coordinator manages a multidisciplinary team and ensures seamless referrals to DWPOs and other service providers, monitors case follow-ups, and ensures adherence to protocols and confidentiality standards.


Responsibilities
  • Supervise all helpline staff including operators, psychologists, legal advisors, and technical support teams.
  • Ensure all calls are attended to promptly, documented accurately, and referred appropriately based on the nature of the case.
  • Manage the scheduling and availability of psychologists and legal advisors on shift.
  • Ensure cases requiring immediate rescue or intervention are escalated and referred to the relevant DWPOs or emergency services.
  • Maintain a real-time tracking system for high-risk or urgent cases.
  • Conduct regular debriefings and case reviews with helpline staff to ensure emotional support and accountability.
  • Facilitate coordination between helpline operators and DWPOs to ensure timely follow-up on referrals.
  • Ensure on-call professionals (psychologists and legal advisors) are accessible and respond within defined timelines.
  • Identify capacity needs of helpline staff and organize regular training sessions on trauma-informed response, GBV case handling, legal protocols, and helpline ethics.
  • Mentor and support team members to ensure professional growth and improve service quality.
  • Maintain updated and secure records of all helpline interactions in line with data protection policies.
  • Generate weekly and monthly reports on call volumes, case types, response time, and referral outcomes.
  • Ensure all helpline operations align with PWPA’s policies, national GBV protection laws, and survivor-centered principles.
  • Contribute to the development and revision of SOPs, case classification systems, and referral mechanisms.
  • Liaise with law enforcement agencies, emergency responders, shelter homes, health service providers, and DWPOs to ensure coordinated responses.
  • Represent the helpline in provincial coordination forums or technical working groups as needed

Job Requirements:

  • Master’s degree in Psychology, Social Work, Gender Studies, Law, or related field.

Please Note:

  • Candidate who tries to influence the recruitment process will be automatically disqualified.
  • Ready to work immediately.
  • SPO strongly prohibits Sexual Exploitation, Abuse and Harassment (SEAH), accordingly; candidate background and reference check will be conducted

Skills

Crisis Intervention Communication Skills Conflict Resolution Empathy and Active listening Documentation and Reporting

Job Details

Job Channel:
Women Jobs
Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
Multan, Pakistan
Gender:
Female
Minimum Experience:
5 Years
Apply Before:
Mar 19, 2026
Posting Date:
Mar 12, 2026

Strengthening Participatory Organization

· 51-100 employees - Multan
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