The Ugandan Jobline

• Ensure all critical cases are followed up
  within 48hrs and written updates provided promptly
• Prepare and manage case summaries for
  further follow up of pending cases 
• Keep record of all closed cases with
  detailed history of the same
• Specifically the call center manager will
  execute the following duties
• Prepare weekly, monthly and other periodic
  helpline statistics with in depth analysis
• Produce initial monthly, quarterly and
  other periodic reports for the call centre manager
• Ensure cases reported through online chat,
  texts, emails and social media like Facebook and “speak-out boxes” are
  resolved
• Produce initial drafts of the work
  schedule and monitoring the attendance sheet on a daily basis while noting
  errant counselors for disciplinary action
• Ensure that all equipment is working
  (before shift starts) – computers, headphones, eyebeam, portal etc.
• Clean-up cases in the CRM and ensure call
  documentation is correctly done 
• Support in the continuous quality
  assessment and coaching of the counselors through sampling calls for each
  counselor to listen and check case documentation while recommending areas
  of improvement
• Prepare and submit periodic coaching
  reports to the call center manager for each key performance area assessed
  for each counselor
• Assist in planning for training, based on
  the needs identified during the coaching and assessment
• Be responsible for team members in the
  shift (whether day or night according to the prepared work schedule)
• Support in case follow-up which includes
  accompanying the children officers for social enquiries and rescue
  missions and offer one-on-one counseling services as need arises. 

• The applicant should hold a Degree in
  either Guidance and Community Counseling, Psychology, Education,
  Sociology, Social Work and Social Administration, Adult and Community
  Education or Community Based Rehabilitation.
• Must have worked consistently as a
  professional counsellor for at least three years.
• Knowledge and interest in Child Protection
  issues
• Good knowledge of basic computer
  applications
• Good report writing skills
• Excellent communication skills
• Knowledge and involvement in client
  support through the telephone is an added advantage
• Good command of English and any of the
  local language
• A strong and innovative team player.
• Good time management and ability to work
  under pressure
• Demonstrated maturity (i.e. good
  interpersonal skills, reliable and resolves conflicts amicably)
• Intrinsic motivation and ability to work
  with minimal supervision
• Good leadership skills

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