Helpline Manager

ChildFund Papua New Guinea is seeking a dedicated and experienced Helpline Manager to lead the operations of the 1-Tok Kaunselin Helpim Lain - a vital child protection and support helpline. This role is central to ensuring vulnerable children and families receive timely, high-quality assistance through effective team leadership, data-driven decision-making, and strong coordination with internal and external stakeholders.

Key Responsibilities

• Supervise helpline staff and ensure adherence to the 1-Tok Kaunselin Helpim Lain Minimum Standards
• Develop and implement operational procedures aligned with ChildFund's Child Safeguarding framework.
• Monitor call volumes, response times, and service quality using CRM and call centre software.
• Provide coaching, mentoring, and performance evaluations for helpline staff.
• Manage escalated cases and ensure appropriate referrals to social services, police, or health providers.
• Coordinate with internal departments and external partners including UNICEF, UN Women, and others.
• Prepare months and quarterly performance and impact reports.
• Ensure compliance with PNG laws, donor requirements, and safeguarding policies.
• Build professional, respectful relationships with clients
• Uphold ChildFund's policies and procedures at all times.

SDG Impact