Gender Based Violence Case Supervisor - Call Center at eRecruiter Nigeria

Our client, who is a technology company that builds predictive models using expansive data on local contexts to keep people, businesses and governments ahead of pressing challenges is looking to hire a Gender Based Violence Case Supervisor - Call Center in Lagos

Job Summary

Their new mobile application – Area! is a free to download incident sharing and verification tool to keep people safe. Our client is using Area! as an AI mobile reporting tool to conduct data science into gender-based violence during and post-Covid in Nigeria to improve survivor access to justice and care. The Case Supervisor will provide oversight and management of dedicated survivor call center.

The responsibilities of a Gender Based Violence Case Supervisor include ensuring that all cases are appropriately addressed, prepare reports and ensure all referrals are attended to and cases appropriately closed.

Manager/Reporting Line: Chief Operations Officer

Duties

• Oversee and supervise GBV case officers and case management.
• Train GBV call centre staff on SOPs and guiding principles for addressing GBV cases.
• Provide counselling and psychosocial support to survivors on cases escalated beyond the call centre case officers.
• Analyze trends of GBV and develop/adjust case management strategies to meet needs.
• Manage staff roster to ensure the call centre constantly operates at full capacity.
• Ensure timely and accurate information management, analysis, dissemination, and reporting through monthly and quarterly       reports.
• Strengthen internal and external referral systems for cases of GBV, ensure smooth interface with partner agencies/organizations.
• Maintain flexibility to take on added responsibility when need be.

Minimum requirements

• Master’s degree or equivalent experience in Sociology, Gender Studies, Social Works, Public Health, International Development, etc.
• At least 5 years' experience in counselling and supporting GBV survivors.
• Supervisory experience both in direct and technical line management. Additional requirements – candidates with the below qualifications will be preferred

QUALIFICATIONS / EXPERIENCE

• Minimum of 5 years demonstrated experience of supervising and overseeing S/GBV case management.
• Familiar with the standards and guidelines of GBV programs and coordination, including Preventing Sexual Exploitation and Abuse (PSEA) and Sphere Guidelines.

SKILLS / KNOWLEDGE

• IT tool – Microsoft Excel, PowerPoint, Sage, Power Bi, etc.
• Communication – Excellent written and verbal communication skills.
• Fluency in English and any other local languages in Nigeria.
• Excellent organizational, interpersonal and team working skills.
• Good cultural awareness and sensitivity.
• Clear understanding of gender abuse of power and issues surrounding violence against women and girls.

BEHAVIOURAL COMPETENCES

• Independence: Proactive and able to act independently while delivering tasks on time
• Problem solving: Critical thinking, Analytical and Problem-solving skills
• Team: Work effectively with a cross functional team.
• Demonstrated commitment to helping others.

*Proximity to V.I and its environs is an added advantage*