Terms of Reference (ToRs) HELPLINE OPERATOR

language : Pashto & Dari ,Urdu and English

Gender : preferred to female

Purpose of the Position:

The Helpline Operator will be responsible for managing incoming calls related to GBV, providing immediate
emotional support, assessing survivor needs, and connecting them with appropriate services. The operator
plays a key role in ensuring timely, respectful, and confidential support for GBV survivors and contributes to
overall prevention and response efforts.

Responsibilities

• The Helpline operator will be responsible for managing incoming calls related to GBV, providing immediateemotional support, assessing survivor needs, and connecting them with appropriate services.

The responsibilities shall include:

• Respond to helpline calls promptly, empathetically, and in a professional manner.

• Operate the assigned helpline(s) during scheduled working hours (e.g., 9:00 AM to 5:00 PM), ensuring full
  coverage and timely response to all incoming calls.

• Provide psychological first aid and immediate emotional support to survivors of GBV and other vulnerable
  callers.

• Conduct needs-based assessments to identify risks, urgent needs, and appropriate interventions.

• Facilitate internal and external referrals in accordance with caller needs and eligibility, using the
  standardized referral directory.

• Accurately complete the standardized call record form, documenting the presenting issue, safety assessment, referrals provided, and actions taken.
• Maintain strict confidentiality and adhere to data protection protocols in all documentation and communication.
• Stay informed about services in the referral directory and report outdated or inaccurate information to the GBV Supervisor.

Qualification:

Minimum diploma or bachelor’s degree in social work, psychology, counseling, gender studies, B.A or a closely related field.