5 Call Center Operators job at Gender Division
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24 Days Ago
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Vacancy title:
5 Call Center Operators

[ Type: FULL TIME , Industry: Public Administration, and Government , Category: Customer Service ]

Jobs at:

Gender Division

Deadline of this Job:
Friday, June 28 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Date Posted: Wednesday, June 19 2024, Base Salary: Not Disclosed

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Learn more about Gender Division
Gender Division jobs in Zambia


The Gender Division under Cabinet Office with support from the World Bank is implementing the Girls Education and Women's Empowerment and Livelihoods (GEWEL) Project. The Division is in the process of setting up a Gender Based Violence Call Center. 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, sock counselling and support, and receive information about available services and resources.
In this regard the Government of Zambia is setting up a government operated GBV call Center. 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.
Applications are invited from suitably qualified and experienced candidates to fill the following positions under Gender Division, Cabinet Office (GEWEL PROJECT)

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 counselling 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. e 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 receiving ongoing assistance. They may conduct safety checks to ensure the wellbeing of callers.

Documenting information and reporting:
• 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.
• 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.

Qualifications and Skills
• Grade 12 certificate with a relevant diploma/certificate in social work, psychology, counselling, or related field. A degree will be an added advantage.

• 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 English and other local languages, computer literacy, and ability to work in a high-pressure environment.

Work Hours: 8

Experience in Months: 24

Level of Education:
Associate Degree

Job application procedure

Interested candidates meeting the above requirements should submit application letters enclosing an updated CV and copies of academic and professional certificates not later than 28 June, 2024. Applications clearly indicating the positions can be submitted to: The Director, Human Resource and Administration, Cabinet Office, P.O Box 30208, Independence Avenue, Lusaka.

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Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: 28 June 2024
Duty Station: Lusaka
Posted: 19-06-2024
No of Jobs: 5
Start Publishing: 19-06-2024
Stop Publishing (Put date of 2030): 19-06-2068
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