Helpline Service Manager

PURPOSE OF THE POSITION

As the Helpline Service Manager, you will provide operational leadership 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, as well as children in need of care and protection.

This role is responsible for leading the implementation of the helpline service’s strategic plan and ensuring the delivery of high-quality, survivor-centred support services. The position requires strong leadership in, team management, budget oversight, learning and development, partner coordination, Safeguarding and timely evidence decision making, while ensuring compliance with relevant standards and fostering a culture of empathy, accountability, and excellence.

KEY DUTIES

Service Leadership & Management

Lead and manage the helpline team, ensuring adherence to and guided by the 1-Tok Kaunselin Helpim Lain Minimum Standards, Operational Parameters and Guidance and Strategic Plan.

Oversee the management of high-risk cases, including leading risk assessments and ensuring appropriate escalation and referral pathways are followed.

Monitor service performance, quality assurance, and continuous improvement initiatives that uphold the rights, dignity, and voices of survivors.

Lead budget planning, monitoring, and expenditure tracking for the helpline, ensuring efficient use of resources and compliance with organisational and donor requirements.

Contribute to service planning and resourcing decisions using financial and performance data.

Ensure a safe, inclusive, and respectful office environment, promoting staff wellbeing, ethical conduct, and adherence to ChildFund’s values, code of conduct, and safeguarding commitments.

Staff Supervision & Development

Provide staff supervision, coaching, and performance evaluations facilitatingreflective practice and continuous learning.

Foster a collaborative and supportive team culture grounded in empathy and accountability.

Manager internship program.

Lead the learning and development strategy for the helpline team, including identifying training needs, coordinating capacity-building activities, and embedding trauma-informed and survivor-centred practice.

Foster a collaborative, supportive, and inclusive team culture grounded in empathy, accountability, and wellbeing.

Manage and oversee the helpline internship program, including mentoring, learning objectives, and performance monitoring.

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Stakeholder Engagement

Strengthen formal and informal referral pathway partnerships to deliver coordinated and comprehensive services and build new partnerships with identified stakeholders.

Represent the service in key external forums, working groups, and advocacy initiatives.

Facilitate periodic capacity strengthening for service partners

Data, Reporting & Compliance

Oversee data collection, analysis, and reporting on helpline performance and impact to inform service planning and funding requirements.  

Ensure the service’s commitment to excellence is upheld by leading a culture of professionalism, ethical practice, and trauma-informed care.

Oversee the consistent application of professional standards, relevant legislation and confidentiality protocols across all service interactions.

Ensure compliance with ChildFund’s policies and procedures.

QUALIFICATIONS & EXPERIENCE

Tertiary qualifications in Psychology, Counselling, Social Work or other relevant discipline.

Minimum 5 years’ experience in managing operational functions, senior leadership role at a national or international development organization, leading GBV or child protection response, safeguarding  work.

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

Deep understanding of the dynamics and impacts of gender-based violence.

Knowledge of rights and legislation related to GBV and child protection, including cybercrimes.

Experience providing quality training and capacity building on counselling, gender based violence, and child protection.

Sound knowledge  in using client management systems, call centre software, and data analysis tools

Proficiency in English and Tok Pisin is essential and some knowledge of local dialect like Motu would be an advantage.

DESIRABLE

Demonstrated ability to manage high stress situations.

Demonstrated ability to interpret service data to inform practice and reporting

Ability to work after hours if required

SKILLS

Project management, planning and financial management skills

Communication and interpersonal skills for engaging with diverse stakeholders

Strong leadership and team management skills

Maintain a high level of confidentiality and credibility

Non-judgment outlook and willingness to work with all kinds of people

Adaptable and flexible, driving and responding to change

Commitment to excellence in service