Call Centre Coordinator

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 Coordinator

. 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.

CALL CENTER MANAGER

• Responsibilities.

• Supervising call center staff, including training, mentoring, and evaluating their performance.

• Ensuring that all calls, messages, and requests for support are responded to in a timely and compassionate manner.

• Developing and implementing policies, procedures, and protocols for the call center

• Managing the call center’s database and ensuring accurate and confidential record keeping

• Collaborating with other organizations and agencies to provide referrals and support services to callers,

• Managing call center’s budget and resources.

• Developing and implementing quality assurance and improvements processes

• Representing the call center in community outreach, public education and awareness raising activities

• Ensuring compliance with all relevant laws, regulations, and standards

• Ensuring that all services are provided in a trauma informed and survivor- centered manner.

• Qualifications and skills required.

Education: Completion of grade 12 and a relevant degree in Social Sciences, psychology, counselling, or related field. Master’s will be an added advantage.

Experience: At least 5 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.

• Performance Evaluation Regular performance evaluations will be conducted based on established criteria, including call quality, adherence to protocol, and client satisfaction by the supervisor.

• Reporting and Supervision

The Call Centre Manager will report to the Head of Planning under Gender Division and to the GEWEL Project coordinator once recruited following the establishment of a PIU.

Office of the President Cabinet Office,

New Secretariat Building

P.O Box 30208

Lusaka

Tel: +260977218434

E-mail: [email protected]