TELEPHONE COUNSELLOR

About the Role

ChildFund Papua New Guinea is seeking a compassionate and skilled Telephone Counsellor to join the 1-Tok Kaunselin Helpim Lain team. This vital role provides immediate and confidential support to survivors of Family and Sexual Violence (FSV), Gender Based Violence (GBV), Child abuse and exploitation and their families. The incumbent will offer crisis counselling, information, and referrals to essential services, ensuring survivors receive the help they need when they need it most.

Key Responsibilities

• Deliver telephone-based crisis and short-term counselling guided by the 1-Tok Kaunselin Helpim Lain Minimum Standards
• Provide survivors with accurate information, options, and referrals to services such as safe houses, health clinics, police, and legal support.
• Assess risk and assist clients in developing safety plans.
• Liaise with other agencies to advocate for survivor needs and systemic change.
• Maintain high standards of service delivery, professionalism, and confidentiality.
• Accurately record and report all calls using approved tools and complete timely intake documentation.
• Contribute to quarterly reporting and data analysis.
• Build respectful, trust-based relationships with clients.
• Ensure compliance with ChildFund policies and procedures.

Qualifications & Experience

• Tertiary qualifications in Psychology, Counselling, Social Work, or related field
• Minimum 3 years' experience in counselling
• 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.
• Ability to manage high-stress situations
• Willingness to participate in extensive training
• Flexibility to work shifts across a 24/7 schedule, including public holidays

Key Skills

• Strong negotiation, observation, and listening skills
• Critical thinking and analytical ability
• High level of confidentiality and credibility
• Non-judgemental approach and cultural sensitivity
• Adaptability and openness to change
• Understanding of development and child-focused, GBV, FSV programs in PNG.

Safeguarding Commitment

The successful candidate must remain alert 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/618