HELPLINE MANAGER

About the Role

ChildFund Papua New Guinea is seeking a dedicated and experienced Helpline Manager to lead the operations of the 1-Tok Kaunselin Helpim Lain - a vital child protection and support helpline. This role is central to ensuring vulnerable children and families receive timely, high-quality assistance through effective team leadership, data-driven decision-making, and strong coordination with internal and external stakeholders.

Key Responsibilities

• Supervise helpline staff and ensure adherence to the 1-Tok Kaunselin Helpim Lain Minimum Standards
• Develop and implement operational procedures aligned with ChildFund's Child Safeguarding framework.
• Monitor call volumes, response times, and service quality using CRM and call centre software.
• Provide coaching, mentoring, and performance evaluations for helpline staff.
• Manage escalated cases and ensure appropriate referrals to social services, police, or health providers.
• Coordinate with internal departments and external partners including UNICEF, UN Women, and others.
• Prepare months and quarterly performance and impact reports.
• Ensure compliance with PNG laws, donor requirements, and safeguarding policies.
• Build professional, respectful relationships with clients
• Uphold ChildFund's policies and procedures at all times.

Qualifications & Experience

• Tertiary qualifications in Psychology, Counselling, Social Work, or related field
• Minimum 3 years' experience in helpline or call centre management
• Strong leadership, communication, and crisis management skills
• Proficiency in CRM systems, call centre software, and data analysis tools
• Knowledge of PNG's Lukautim Pikinini Act and Children's Rights Act
• Fluency in English and Tok Pisin; knowledge of Motu or other local dialects is an advantage.

Desirable Attributes

• Experience working with NGOs in cross-cultural settings.
• High empathy and cultural sensitivity
• Ability to manage high-stress situations and work flexible shifts

Key Skills

• Crisis management and case handling
• Strong interpersonal and communication skills
• Leadership and coordination
• Confidentiality and credibility
• Non-judgemental approach
• Monitoring, evaluation, and reporting
• Digital and technical proficiency

Safeguarding Commitment

The successful candidate must remain alert and responsive to child safeguarding risks, understand and follow ChildFund's safeguarding policies, and conduct themselves in a manner consistent with these standards.

Appointment to this position is subject to successful completion of criminal background and reference checks.

All interested applicant must apply through the job link: https://teamchildfund.bamboohr.com/careers/619