Call Centre Support Intern – National Shelters Network

Role Overview

You will be the first point of contact for a national helpline that connects survivors of gender-based violence with safe shelter, legal aid, medical care, and counselling. Your daily work involves listening to callers with empathy, accurately recording their needs, and coordinating timely referrals to trusted service providers across the country. This role is essential because it keeps the network running smoothly, ensuring that vulnerable individuals receive the right support without delay or unnecessary exposure to risk.

Key Responsibilities

• Answer incoming calls, emails, and messages courteously and discreetly, assessing each caller’s situation and immediate needs.
• Connect callers with appropriate shelters, police stations, GBV recovery centres, hospitals, social workers, and legal aid services using verified referral pathways.
• Maintain and regularly update a comprehensive directory of available shelters and support providers, checking that contact details and capacity information remain accurate.
• Log every interaction thoroughly, including case details, actions taken, and follow-up requirements, using the network’s database systems.
• Contribute to mapping exercises that verify shelter locations, services, and accessibility, flagging any outdated or incorrect entries.
• Recognise and escalate high-risk situations immediately, following the organisation’s safeguarding and confidentiality protocols.
• Compile weekly and monthly activity reports that track call volumes, referral outcomes, and emerging gaps in services.
• Support outreach campaigns and awareness activities that promote the helpline and inform communities about available support services.

Requirements & Qualifications

• Diploma or bachelor’s degree in social work, psychology, gender studies, community development, counselling, or another directly relevant field.
• Demonstrated ability to communicate clearly and compassionately with people in distress, both verbally and in writing.
• Comfort using computers and standard office software, including Microsoft Word, Excel, and email tools.
• Strong spoken and written fluency in English and Kiswahili, with the ability to navigate sensitive conversations in both languages.
• Genuine interest in advancing women’s rights and a solid understanding of GBV response principles.
• Current residence in Ongata Rongai or the surrounding neighbourhood, as the role requires regular in-person presence.
• Ability to maintain strict confidentiality and handle personal information with the utmost care.

What We Offer / Why Join

This internship offers hands-on experience working as part of a national support call centre that serves survivors in real-time. You will gain practical familiarity with referral coordination, survivor-centred communication, and case documentation while being mentored by experienced professionals in GBV response. Upon successful completion of the internship, you will receive a certificate of service that recognises your contribution and the skills you have developed.