Call Centre Support Intern - National Shelters Network
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Industry NGO / Non-Profit Associations Founded 2001 Type NGO Website https://www.cdtd.org/ Address Centre for Domestic Training and Development P.O. Box 16141 - 00100 Graceland Court Keiyo Rd, Nairobi
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Position Summary
- The intern will support the management of the National Shelters Network call centre by handling inquiries, coordinating referrals, maintaining databases and supporting communication with shelters and partners.
Key Responsibilities
- Receive and respond to calls, emails and online inquiries professionally and confidentially.
- Coordinate referrals to shelters and service providers.
- Maintain an updated directory of shelters, police stations, GBV recovery centres, hospitals, social workers and legal aid providers.
- Maintain call logs, referral records and databases.
- Support mapping and verification of shelter information.
- Escalate high-risk cases in line with safeguarding procedures.
- Prepare weekly and monthly reports.
- Support awareness and outreach initiatives.
- Maintain confidentiality and comply with safeguarding policies.
- Undertake other duties assigned.
Qualifications
- Diploma or Bachelor's degree in Social Work, Psychology, Gender Studies, Community Development, Counselling or related field.
- Strong communication and interpersonal skills.
- Computer proficiency including Microsoft Office.
- Fluency in English and Kiswahili.
- Interest in women's rights and GBV programming.
- A resident of Ongata Rongai or nearby locality.
What You Will Gain
- Practical experience managing a national support call centre.
- Exposure to referral coordination and survivor-centred programming.
- Mentorship from experienced professionals.
- Certificate of service upon successful completion.