Senior Counsellor Position in Nairobi
Childline Kenya works in partnership with the Government to STOP child abuse and provide a safe environment for all children. We offer the only nationwide helpline service dedicated to children that runs 24 hours toll free, and is accessible by simply dialing 116. The helpline provides counselling, rescue, safe shelter, medical care and legal support. We also actively educate the public on child safety, working with key government agencies and child protection partners in all the 47 counties. Childline is a lifeline for children in distress!
Childline Kenya is looking to recruit a Senior Counsellor for its Nairobi Office. S/he will be responsible for coordinating telephone counseling and referral services for Childline Kenya and to lead the team of counselors in providing quality psychosocial support to children, care givers and other callers. The Senior Counselor will manage counsellors and volunteer counseling (VC) team members, be responsible for all line management duties i.e. appraisals of VC and rota management. The incumbent will support the Programme Coordinator Child Helpline to manage cases reported to the centre.
Roles and Responsibilities
Manage the Helpline
§ Ensure Call Centre operational strategies through needs assessments, performance reviews, capacity planning, quality assurance, and customer-service standards.
§ Maintain and improve Call Centre operations by monitoring system performance; identifying and reporting challenges met; preparing and completing action plans; completing operations audits and analyses; process improvement and quality assurance system.
§ Maintains professional and operational knowledge
§ Entrench Risk management principles and practices in Call Centre operations.
Supervise Helpline Staff
§ Maintain Helpline staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
§ Assign Staff through Maintenance of a Monthly Roster, that allows rotation
§ Ensure staff performance by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
§ Provide Helpline communication systems by identifying needs; evaluating options; maintaining equipment; approving invoices.
Helpline Data Base Management
§ Overlooking Database Design
§ Training and managing Helpline Staff
§ Monitoring Database Efficiency
§ Designing and preparing Reports for Management
§ Developing protocols for Data Processing
§ Training colleagues in how to input and extract data
Maintain Helpline Efficiency
§ Plan and implement office systems, layout and equipment procurement
§ Maintain and replenish inventory
§ Check stock to determine inventory levels
Skills and Competencies
§ 3 Years’ Experience and a Masters’ degree or Bachelors’ Degree in Social Sciences from a reputable institution.
§ People Management Skills and Ability to build effective relations with diverse people.
§ Excellent networking skills and ability to work with a wide range of partners
§ Good time management and ability to work under pressure with minimal supervision.
§ Excellent communication and report writing skills
§ Knowledge and interest of development issues, particularly in relation to children.
§ Experience in Project management and community education
§ Good knowledge of computer applications
§ Strong Team Leader
Interested applicants should send their application letters and Curriculum Vitae, including names of three referees to: firstname.lastname@example.org on or before January 20, 2017. Only shortlisted candidates will be contacted.
The application should be addressed to the
Executive Director, Childline Kenya,
P.O Box 10003-00100,