Referral Operator

Job Description:

To accurately record, manage, and maintain caller information and case data received through the helpline, ensuring timely documentation, and efficient support to the helpline team.

Main Responsibilities:

Caller Interaction

• Engage with all callers respectfully, with sensitivity and consideration for their emotional and psychological state.
• Allocate sufficient time to understand the caller’s concerns and provide appropriate support.
• Maintain strict confidentiality and safeguard the privacy of all callers at all times.
• Offer emotional support through active listening and empathetic communication.
• Uphold the ethical standards and code of conduct as outlined by helpline management.

Information Explanation

• Communicate the purpose and process of collecting personal information to victims, family members, or complainants.
• Ensure that callers understand how their information will be used and stored.

Call Documentation

• Accurately complete the call record form for each interaction using the standard script and data collection format.
• Record key details such as:
• Caller’s name, age, sex, and location
• Contact information for follow-up, if applicable
• Victim/family member information, including address and phone numbers
• Nature of the call (complaints, inquiries, grievances, etc.)
• Type of information shared or requested
• Name of the officer the call was transferred to, for MIS entry and follow-up

Needs Assessment

• Assess whether the caller's situation qualifies as an emergency or non-emergency.
• Identify immediate needs and recommend appropriate next steps or referrals.
• Provide ongoing feedback to helpline management on challenges, recurring issues, or potential improvements.

Call Transfer

• Appropriately forward calls to a designated law officer or other relevant personnel based on the nature of the case.
• Ensure a smooth and accurate transfer for timely action

Job Requirements

• Minimum Bachelor of Education in Social Sciences, Gender Studies, IT, or a related field
• Strong data entry skills with attention to detail and accuracy
• Ability to handle sensitive and confidential information with discretion
• Proficiency in MS Office, especially Excel; experience with MIS or data systems is an asset
• Good communication and coordination skills
• Ability to work under pressure and manage multiple tasks
• Prior experience in helpline support, data management, or administrative roles is preferred

Please Note:

• A candidate who tries to influence the recruitment process will be automatically disqualified.
• Ready to work immediately
• Women and minority candidates are particularly encouraged to apply
• SPO strongly prohibits Sexual Exploitation, Abuse or Harrasment (SEAH), accordingly; candidate background and reference check will be conducted