Senior Counsellor Position at Childline Kenya 58 views0 applications


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

How to apply:

Interested applicants should send their application letters and Curriculum Vitae, including names of three referees to: [email protected] 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,

Nairobi, Kenya

More Information

  • Job City Nairobi
  • This job has expired!
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Childline Kenya's mission is to promote children's rights and enhance child protection in Kenya by delivering quality services through harnessing the power of ICT innovations. The organisation was established in 2004 with a remit to provide a 24-hour toll-free helpline for counselling and referral services to children, young persons and their families. We have since added chat and email counselling to our services and have developed a broad portfolio of outreach and educational projects. By offering a communication channel to children in distress, Childline Kenya aspires to become an organisation that not only extends support and sanctuary to victims of abuse, but one that adds weight to the message that crimes against children will not go unchallenged. To this end, we work with a network of members and partners from across the child welfare and children's rights community to offer the full spectrum of support and advice. Our vision is a society where every child is heard and children's rights and dignity are upheld at all times. The work of Childline Kenya is based on our core values of commitment, courage of conviction, integrity, competence, reliability and action.

Programs

Childline Kenya currently conducts 4 core programmes: 1. Childline 116 - Ending the Silence on Child Abuse This programme focuses on the strengthening of child protection initiatives, services and systems in Kenya. This entails enhancing of the child helpline 116 efficiency, diversification of Childline Kenya's scope of child protection services using ICT, and development of an efficient and effective response system. 2. Child Empowerment and Safety - Know Your Rights Through conferences, peer education programmes, and school and media outreach projects, Childline Kenya aims to empower children and provide them with unique opportunities to participate in their own growth and development without fear or inhibition. 3. Learning, Research and Action Childline Kenya's research aims to gather new information, enable a continuous analysis and good understanding of the current child protection needs, and inform new changes that can confer maximum benefits to existing programmes. This helps to ensure that Childline Kenya's programmes continue to be relevant to children's needs and aspirations. 4. Organisational Development For Childline Kenya to be recognised as an authority in child protection, it is important to invest in its management, resource mobilisation and development of policies for institutional growth. As part of this programme, we also develop strategic partnerships, support capacity building of partners and join networks and alliances in the child protection sector.

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0 USD Nairobi CF 3201 Abc road Full Time , 40 hours per week Childline Kenya

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

How to apply:

Interested applicants should send their application letters and Curriculum Vitae, including names of three referees to: [email protected] 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,

Nairobi, Kenya

2017-01-20

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