Protection Hotline & Referral Assistant (Openings: 2)

Humanities & NGOs

K sh 60,000 – 82,000 gross / month

Openings: 2 Location: Nairobi – Eastleigh Section 3 Overview: This is not just a job, it’s a chance to be the calm voice when someone’s world feels chaotic. You’ll answer calls from people navigating sensitive challenges, guide them to the right services, and log every interaction with precision and discretion. Nights and weekends are part of the rhythm, but you’ll always have supervision and structured debriefs to keep your own wellbeing intact. Accuracy matters as much as empathy. Following protocols isn’t bureaucracy; it’s the difference between a referral that works and one that doesn’t. You’ll be using a secure system to document cases, check consent, and escalate where needed, always keeping safety front and center. Confidentiality isn’t optional here; it’s baked into everything you do. Each call requires focus, tact, and the ability to hold space for someone else’s story without judgment. It’s demanding but incredibly rewarding, and the structured supervision makes sure you’re never carrying it alone. By the end of each shift, you’ll see the tangible impact of careful listening and precise action. This role trains you in navigating complex cases with compassion, keeping detailed records, and understanding the mechanics of social protection networks, skills that stick with you far beyond the call. Key Responsibilities: - Answer hotline; verify consent; log details securely. - Provide information; escalate cases; follow up. - Maintain updated referral directory. Education & Experience: - Diploma Social Work/Psych/Community; 0–2 years. Skills: - Calm listening, boundaries, accurate notes, confidentiality. KPIs: - Response time, referral completion, data quality, and caller satisfaction. Compensation (Kenya): - Base: KES 60,000–82,000. - Night/weekend premium: +10% when rostered. Client estimates; offers vary with language mix and shift coverage. Benefits: - Medical, counseling access, training. Growth Path; - Assistant → Case Worker → Protection Officer.