Gender Based Violence Case Supervisor - Call Center
Edge Recruiter Nigeria Ltd.
Lagos, NG
1d ago

Job Description

Our client, who is a technology company that builds predictive models using expansive data on local contexts to keep people, businesses and governments ahead of pressing challenges is looking to hire a Gender Based Violence Case Supervisor - Call Center in Lagos Job Summary Their new mobile application Area! is a free to download incident sharing and verification tool to keep people safe.

Our client is using Area! as an AI mobile reporting tool to conduct data science into gender-based violence during and post-Covid in Nigeria to improve survivor access to justice and care.

The Case Supervisor will provide oversight and management of dedicated survivor call center. The responsibilities of a Gender Based Violence Case Supervisor include ensuring that all cases are appropriately addressed, prepare reports and ensure all referrals are attended to and cases appropriately closed.

Manager / Reporting Line : Chief Operations Officer Contract : Full Time Duties

  • Oversee and supervise GBV case officers and case management.
  • Train GBV call centre staff on SOPs and guiding principles for addressing GBV cases.
  • Provide counselling and psychosocial support to survivors on cases escalated beyond the call centre case officers.
  • Analyze trends of GBV and develop / adjust case management strategies to meet needs.
  • Manage staff roster to ensure the call centre constantly operates at full capacity.
  • Ensure timely and accurate information management, analysis, dissemination, and reporting through monthly and quarterly reports.
  • Strengthen internal and external referral systems for cases of GBV, ensure smooth interface with partner agencies / organizations.
  • Maintain flexibility to take on added responsibility when need be. Minimum requirements
  • Master’s degree or equivalent experience in Sociology, Gender Studies, Social Works, Public Health, International Development, etc.
  • At least 5 years' experience in counselling and supporting GBV survivors.
  • Supervisory experience both in direct and technical line management. Additional requirements candidates with the below qualifications will be preferred QUALIFICATIONS / EXPERIENCE
  • Minimum of 5 years demonstrated experience of supervising and overseeing S / GBV case management.
  • Familiar with the standards and guidelines of GBV programs and coordination, including Preventing Sexual Exploitation and Abuse (PSEA) and Sphere Guidelines. SKILLS / KNOWLEDGE
  • IT tool Microsoft Excel, PowerPoint, Sage, Power Bi, etc.
  • Communication Excellent written and verbal communication skills.
  • Fluency in English and any other local languages in Nigeria.
  • Excellent organizational, interpersonal and team working skills.
  • Good cultural awareness and sensitivity.
  • Clear understanding of gender abuse of power and issues surrounding violence against women and girls. BEHAVIOURAL COMPETENCES
  • Independence : Proactive and able to act independently while delivering tasks on time
  • Problem solving : Critical thinking, Analytical and Problem-solving skills
  • Team : Work effectively with a cross functional team.
  • Demonstrated commitment to helping others. *Proximity to V.I and its environs is an added advantage*
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