Terms of Reference for Telephone Operator/Toll free Operator (ToR)

Terms of Reference for Telephone Operator/Toll free Operator (ToR)

Background:

The COVID-19 pandemic has fundamentally shifted Nepal’s socio-economic outlook and its efforts to achieve Agenda 2030 for Sustainable Development, including SDG 5 on gender equality. Women, in particular single women, and adolescent girls have also had to bear a disproportionate burden of unpaid domestic work, hampering their work and leading to reduced opportunities for economic activities and education. The impacts on health, economy, security and social protection are all compounded for women and girls. Adding to the health crisis, is the devastation brought by floods and landslides resulting from heavy monsoon rains. In Nepal, GBV also manifests itself through context- specific forms such as harmful practices, which include child marriage, dowry, and witchcraft accusations. Crises change social and cultural structures quickly, which can serve as opportunities to redefine gender norms and contribute to addressing deep-seated power inequalities and harmful practices.

Center for Dalit Women Nepal (CDWN) and Nepal Dalit Sewa Samaj is jointly implementing a project entitled “Pathways from Trauma to Empowerment-Fostering Social Norms Change through Storytelling and Collective Mobilization (Hamro Sahakarya)” in six local Government Units (LGUs) of Bagmati (Banepa Municipality and Mahabharat Rural Municipality) and Madesh Province (Barahathawa, Malangwa, Haripurwa Municipality, and Bhramhapuri Rural Municipality. The project is funded and supported by UN Women and Government of Finland. The overall goal of this project is to enhance collective leadership and socio- economic opportunities for the women and excluded groups to respond to post COVID-19 impact and tackle structural gender inequalities. In this context, the project “Hamro Sahakarya” include initiatives to strengthen the availability and accessibility of helplines and counselling, including through community-based networks and counsellor. It will also promote help-seeking behavior by conducting sensitization, training and providing referral pathways among women, girls and excluded groups experiencing GBV, or those at risk of GBV.

In this context, CDWN seeks enthusiastic person to provide a critical first point of contact for survivors of Gender-Based Violence (GBV) seeking support through the toll-free helpline.

The role involves offering empathetic listening, immediate guidance, psychosocial support, and effective linkage to appropriate services while maintaining confidentiality and professionalism.

Key Responsibilities (Siraha Based)

1. Call Handling and Client Support:

• Respond to incoming calls promptly and provide empathetic, non-judgmental, and professional support to GBV survivors.
• Listen actively to callers' concerns, assess their immediate needs, and provide appropriate information or guidance.
• Offer basic psychosocial support to distressed callers, stabilizing emotions and providing reassurance.

2. Service Linkage and Referral:

• Identify the services required by survivors, including legal aid, medical care, shelter, psychosocial counseling, or safety planning.
• Facilitate timely referrals to appropriate service providers based on the caller's needs and preferences.
• Follow up with service providers and clients to ensure survivors access the services they need effectively.
• Maintain accurate and confidential records of all calls,
• Stay calm under pressure and prioritize the safety and well-being of survivors
• Collaborate with other team members and stakeholders to ensure survivors receive comprehensive and coordinated support.

Qualifications and Skills

• A certified degree in Psychology, Social Work, Communication, or a related field.
• Basic understanding of GBV issues, survivor-centered approaches, and available support services.
• Enthusiastic with ability to provide emotional stabilization and build trust with survivors.
• Excellent verbal communication, active listening, and problem-solving abilities.
• Proficiency in Bajika, Maithali, Nepali and English.
• Strong documentation skills, with attention to detail and confidentiality.
• Proficiency in using basic computer applications (e.g., Microsoft Office).
• Ability to handle high-pressure situations and respond effectively to emergencies.
• Flexible with field mobility as required.(project locations)

Submission to cdwn2021@gmail.com

• A cover letter (max 1 page)
• Updated CV (max 3 pages), with Minimum of two reference contact details (mobile and e-mail), including the current employer.

Deadline for submission: 21st December 2024. Only shortlisted candidates will be contacted for the selection process. Telephone enquiries will not be entertained.

Note: Candidates from local dalit, marginalized, ethnic communities and women are encouraged to apply.