Call Centre Officer

REQUEST FOR EXPRESSIONS OF INTEREST

(CONSULTING SERVICES – INDIVIDUAL)

GIRL’S EDUCATION AND WOMEN EMPOWERMENT AND LIVELIHOODS FOR HUMAN CAPITAL DEVELOPMENT PROJECT (GEWEL2.0 No. 181391)

ASSIGNMENT TITLE: Call Centre Officer

Introduction

A Gender Based Violence (GBV) toll-free line is important for GBV prevention and response. It serves as a confidential and accessible platform for individuals to report cases of GBV, seek counselling and support, and receive information about available services and resources. The hotline aims to ensure that survivors of GBV have access to the help they need, regardless of their location or circumstances. It plays a critical role in connecting survivors to medical services, legal aid, counselling, and other forms of support. The hotline also assists in coordinating emergency response and facilitating access to shelter for those in immediate danger. In this regard the Government of Zambia is setting up a government operated GBV call center. The call center will serve both GBV prevention and programming and support the operations of Grievance Redress Mechanisms under the Girls Education and Women's Empowerment and Livelihoods (GEWEL) Project. The call center will be in the Gender Division and will be set up with support from the GEWEL Project. The Gender Division is mandated to coordinate GBV prevention and response and will therefore host the call center and refer to the appropriate service providers. This will help strengthen the role of the Division in coordinating GBV response. Further, the GBV service directories and the dashboard will enable efficient referrals of cases and enhance GBV case management.

This document outlines the terms of reference for the GBV call center operators and Call center Manager at the National GBV Call Centre located in the Gender Division, Cabinet Office. These operators will provide critical support to survivors of GBV by offering crisis intervention, information, and referrals to essential services while the call center Manager will provide day to day management support to the center.

A. CALL CENTER OPERATORS

• Responsibilities

Responding to crisis calls:

Actively listen to and offer emotional support to survivors of GBV.

Assess the immediate safety and needs of the caller.

Provide information on crisis options and available resources, including emergency shelters, legal aid, medical services, social services, and counseling as appropriate.

Safety Planning: Operators assist callers in developing safety plans to protect themselves from further harm. They provide guidance on steps to take to ensure their immediate safety and connect them with local resources for ongoing support.

Providing information and referrals:

Clearly explain the services available through the call center and other relevant organizations.

Assist callers in accessing appropriate services based on their individual needs and location.

Provide information on legal rights and procedures related to GBV.

Offer general information on GBV prevention and resource materials.

Refer all other cases which are not GBV related to relevant institution for appropriate action.

• Follow up support: Operators may provide follow-up support to callers ensuring that they have accessed the necessary services and are recieveing ongoing assistance. They may conduct safety checks to ensure the wellbeing of callers.

Documenting information and reporting:

o Securely record key details of calls, including caller information, nature of the incident, safety concerns, and requested services, while adhering to data privacy regulations and established protocols for documenting and reporting incidents of GBV. o Generate regular reports on call trends and service utilization for program monitoring and evaluation.

Maintaining professional conduct:

Demonstrate empathy, compassion, and cultural sensitivity in all interactions with callers.

Uphold the highest standards of confidentiality and ethical conduct.

Continuously update knowledge and skills through training and professional development opportunities.

Work effectively as part of a team and collaborate with other service providers.

3.Qualifications and Skills Education: Completion of Grade 12 and a relevant diploma/certificate in social work, psychology, counselling, or related field. A degree will be an added advantage.

Experience: At least 2 years of experience working with survivors of GBV in a crisis setting.

Skills: Strong communication, active listening, crisis intervention, and problem-solving skills.

Personal qualities: Compassion, empathy, cultural sensitivity, non-judgmental attitude, and strong emotional resilience.

Additional requirements: Language proficiency in [specify necessary languages], computer literacy, and ability to work in a high-pressure environment.

4.Training and Support

Call center operators will receive comprehensive training on GBV issues, crisis intervention techniques, resource utilization, and ethical practice.

Ongoing supervision and professional development opportunities will be provided to ensure continuous improvement of skills and knowledge.

A supportive work environment will be fostered, including access to psychosocial support for operators.

• Performance Evaluation

Regular performance evaluations will be conducted based on established criteria, including call quality, adherence to protocol, and client satisfaction.

Feedback will be provided to operators for continuous improvement.

• Reporting and Supervision

Call center operators will report to the Call center Manager.

Expressions of Interest must be delivered in a written form in sealed envelope must be deposited in the tender box and be clearly marked Application for Call Centre Operator for the GEWEL 2 Project.

Office of the President Cabinet Office,

New Secretariat Building

P.O Box 30208

Lusaka

Tel: +260977218434

E-mail: [email protected]