Job Description:

To ensure that all interactions with callers are survivor-centered non-judgmental and conducted in full compliance with organizational protocols and ethical standards. The Referral Operator serves as the first point of contact for survivors aggrieved individuals or concerned callers seeking information psychosocial support or referrals through the Women Protection Helpline.

Main Responsibilities:

• Greet respectfully maintain a calm non-judgmental and supportive tone during all interactions with callers.
• Provide Psychological First Aid PFA offer services and information that the helpline can provide.
• Conduct assessment of immediate needs and develop action plans in collaboration with the caller safety planning is important in cases of violence.  Offer information about legal rights provincial laws and available services for GBV survivors.
• After explaining the strength and limitations of services with the informed consent of the caller refer to the relevant services including DWPOs Psychologist legal advisor etc. and share required resources/information.
• If needed refer the caller to the relevant district Women Protection Centre by providing complete contact details.
• Update referral through coordination with service providers through referral protocols. with the support of the Helpline coordinator. Ensure that survivors understand their rights to confidentiality the purpose of the call and any limits to confidentiality mandatory reporting in case of immediate danger to the caller/survivor or others.
• Ensure record keeping and data management as per the internal process.
• Follow the SOPs code of conduct and other departmental policies and procedures.