Helpline Manager

2 days ago

Karachi, Sindh, Pakistan Pakistan Centre for Philanthropy Full time

Job Summary:

The Sindh Women Helpline is a critical initiative under the Women Development Department (WDD) that aims to provide immediate support and guidance to women facing gender-based violence and discrimination in Sindh province. The Helpline Manager will oversee the efficient operation of the helpline, ensuring that it remains a reliable support system for women across the province.

About the Role:

  • Supervise daily operations of the helpline, including staff management and performance evaluation.
  • Ensure accurate complaint documentation, investigation processes, and follow-up actions.
  • Maintain detailed records of complaints, investigations, resolutions, and outcomes.
  • Coordinate with law enforcement agencies, legal aid providers, and social services to facilitate case resolutions.

Key Responsibilities:

  1. Helpline Operations Management
    • Ensure seamless day-to-day operations of the helpline, including staff supervision and performance assessment.
    • Implement quality control mechanisms to ensure accuracy, consistency, and confidentiality of complaint handling.
  2. Complaint Assessment & Resolution
    • Review and assess complaints to ensure timely resolution within established timelines.
    • Maintain accurate records of complaints, investigations, resolutions, and outcomes.
  3. Stakeholder Coordination & Advocacy
    • Develop and maintain partnerships with key stakeholders, including law enforcement agencies, legal aid organizations, and social welfare services.
    • Represent the WDD Helpline in provincial-level meetings, advocacy campaigns, and policy discussions.
  4. Data Management & Reporting
    • Maintain comprehensive records of helpline activities and performance metrics.
    • Analyze complaint trends to identify gaps in service delivery and recommend policy improvements.

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