Coordinator - Clinical Support & Case Managment

PURPOSE OF THE POSITION

The Coordinator – Clinical Support and Case Management provides specialist clinical leadership and case management oversight for the 1-Tok Kaunselin Helpim Lain, a national 24/7 counselling, information, and referral service supporting adolescents and adult survivors of gender-based violence and children in need of care and protection.

The role is responsible for strengthening the quality, safety, and consistency of counselling and case management practice across the helpline. Working closely with the Helpline Service Manager and counsellors, the Coordinator ensures trauma-informed, survivor-centred, and child-centred approaches are consistently applied, particularly in complex and high-risk cases. The position plays a key role in mentoring staff, supporting reflective practice, and promoting clinical excellence and safeguarding compliance.

KEY DUTIES

Clinical Leadership & Case Management

Provide clinical oversight and coordination of counselling and case management services delivered through the helpline.

Support the management of complex and high-risk cases, including GBV, child protection, and safeguarding concerns, ensuring appropriate risk assessment, safety planning, escalation, and referrals.

Review case files and counselling records to ensure quality, consistency, and compliance with minimum standards and professional practice.

Provide timely clinical advice and guidance to helpline counsellors to  improve of the counselling, case management and documentation

Ensure survivor-centred, child-centred, and trauma-informed practices are embedded across all case management processes.

Staff Support, Mentoring & Practice Development

Provide regular clinical supervision, coaching, and case consultations to helpline counsellors and case workers.

Promote reflective practice and support staff wellbeing, particularly in managing secondary trauma and high-stress situations.

Contribute to the design and delivery of internal learning and development activities related to counselling, GBV, child protection, and safeguarding.

Support onboarding and mentoring of new counsellors and interns, ensuring they understand clinical standards, protocols, and referral pathways.

Quality Assurance & Safeguarding

Support the implementation and consistent application of the 1-Tok Kaunselin Helpim Lain Minimum Standards, Operational Parameters, and Guidance.

Monitor clinical quality, identify practice gaps, and recommend improvements to strengthen service delivery.

Ensure safeguarding principles are integrated into all counselling and case management activities.

Escalate safeguarding concerns and critical incidents to the SMT in line with organisational procedures.

Referral Pathways & Coordination

Support effective coordination with internal teams and external service providers to ensure safe, timely, and appropriate referrals.

Maintain up-to-date knowledge of referral pathways and services available to survivors and children.

Contribute to strengthening partnerships through good communication and consistent application of referral protocols.

Data, Documentation & Reporting

Support accurate and timely case documentation in client management systems.

Contribute to analysis of case trends and service data to inform practice improvement and learning.

Provide clinical input into reports, reviews, and learning briefs as required by the Helpline Service Manager.

Monir quality of the documentation and provide ongoing mentoring support to improve the quality.

QUALIFICATIONS & EXPERIENCE

Tertiary qualifications in Psychology, Counselling, Social Work, or a related discipline.

Minimum three (3) years’ experience providing counselling and/or case management services within GBV, child protection, or safeguarding contexts.

Demonstrated experience managing complex and high-risk cases.

Strong understanding of trauma-informed, survivor-centred, and child-centred practice.

Sound knowledge of GBV dynamics, child protection systems, and safeguarding principles.

Experience providing clinical supervision, mentoring, or practice support to staff is highly desirable.

Experience using client management systems and case documentation tools.

Fluency in English and Tok Pisin is essential; knowledge of local languages such as Motu is an advantage.

SKILLS & COMPETENCIES

Strong clinical judgement and ethical decision-making skills.

Ability to support staff working in high-pressure and emotionally demanding environments.

Excellent communication and interpersonal skills.

High level of professionalism, confidentiality, and integrity.

Non-judgmental approach and respect for diversity.

Strong organisational and documentation skills.

Ability to work collaboratively within a multidisciplinary team