Call Centre Support Intern – National Shelters Network at Center for Domestic Training and Development

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.