Call Operator

Job Purpose:

Human Rights violation is a pervasive issue that requires immediate and effective response. The Ministry of Human Rights Pakistan has been mandated to address Human Rights violations from across the country in collaboration with the concerned stakeholders. For the same, a helpline has been established at the Ministry of Human Rights Islamabad for providing an immediate response to the victims of human rights violations from across the country through calling a nation-wide toll free hotline telephone number 1099 for free legal advice, counseling, and referral services.

The helpline call operators play a crucial role in ensuring that the victims receive the immediate necessary assistance and support, while listening attentively by keeping in mind physical/mental condition of the caller and pass all possible information confidentially to the concerned law officer or any other concerned authorities as per the requirement.

Qualifications and Skills:

16 Years of education in Social Sciences/Gender or a related field.

Excellent communication and interpersonal skills.

Ability to handle sensitive and confidential information with discretion.

Experience in customer services or call center operations is an asset.

Ability to work in a fast-paced environment and handle multiple tasks effectively.

Fluency in local languages and English is an asset.

Job Description:

The call operators will be responsible for the following tasks:

Caller Interaction

Treat all callers with respect, consideration, and sensitivity.

Dedicate adequate time to each caller to fully understand and address their concerns.

Maintaining confidentiality and safeguarding the privacy of the callers at all times.

Providing emotional support to the callers, including active listening and empathy.

Adhering to the ethical guidelines and code of conduct set by the helpline management.

Information Explanation

Clearly explain the process and purpose of requesting personal information to victims, family members, or complainants.

Call Documentation

Complete the call record form for every call, using the provided script for standard processing and data collection.

This form should include:

• Name of the caller.
• Age, sex, location
• Telephone or contact information for follow-up if needed.
• Information about the family member/victim, including addresses and telephone numbers.
• The reason for the call.
• The type of information provided/ grievances/complaints
• Name of the officer to whom the call has been forwarded/entrusted for further action shall be fed into the MIS.

Needs Assessment

Evaluate the emergency and non-emergency needs of callers.

Providing regular feedback to the helpline management on any issues or challenges faced during the calls.

Call Transfer

Transfer relevant calls to the concerned law officer as appropriate.