Jobs at Childline Kenya

Job Details

Type of Contract: Full time upto April 2020

Purpose of the Role

To manage and coordinate all ICT resources (human, information, technological and infrastructure) and also relationships with IT related external suppliers, in order to guarantee high quality design, development, and implementation in line with Helpline policies and standards and; identify opportunities for improving the helpline’s ICT functions.

Key Performance Objectives:

• To Coordinate ICT projects and ensure the delivery of quality solutions
  according to predefined customer requirements, deadlines and budget, and provide adequate support to all personnel.
• To develop and implement an ICT security strategy which manages risk and safeguards the Helpline’s information assets.
• To define, develop, maintain and document ICT processes
• Monitor and control ICT activities at the Helpline through appropriate supervision, efficient resource utilisation, controls and timely delivery of services to clients and resolution of issues raised
• Assess and recommend investments on the basis of desired technological advances
  geared towards improving the Helpline’s efficiency
• Manage performance of ICT staff and efficiently implement Performance Management System within the section.

Key Tasks:

• Prepare and manage annual budget for ICT business requirements.
• Manage relationship with external ICT suppliers to safeguard Helpline interests.
• Define the ICT strategy to ensure alignment with Strategic plan.
• Supervise development of Information systems, assess and recommend investments on the basis of technological advances opportunities or new business opportunities.
• Provide staff with appropriate support, relevant information and instructions from an ICT point of view.
• Provide major input in the establishment, management and reporting of ICT activities to ensure top management awareness of activities, issues and outcomes

Skills and Competencies

• Degree in Information Technology , Computer Science or related field
• Three years of ICT hands-on experience
• Knowledge of asterisk and open source call management system is desired
• Experience working in a call centre environment
• Excellent Written and Oral Communication skills in English and Kiswahili
• High level presentation skills

go to method of application »

Job Details

Type of Contract: Full time upto April 2020

Background Childline Kenya is a local Non-Governmental that runs the National Child helpline 116 service in partnership with the Department of Children’s Services. The Helpline provides a nation-wide 24-hours toll-free service for counseling and referral services to children, young persons and their families in difficult situations through it strategic and referral partners as well as child protection networks across the country.

Childline Kenya is looking for qualified candidates to work as Child Helpline Counselors based at the 116 child helpline Call Centres in Nairobi and Eldoret. The persons must be able to both work in a team and alone with minimal supervision; passionate and committed to upholding and promoting the rights of children, as well as human rights in general. Purpose:
The Counselors will offer counseling services through the helpline service, which includes telephone and one-on-one/walk-in cases, give information on child protection and facilitate referrals to other service providers through officers of the Department of Children Services.
Qualifications and working experience  Degree in Counseling/Psychology with experience in counseling and client management OR  Higher Diploma in counseling with a minimum of 2 years’ experience in counseling and client management. OR  Holders of Education, Sociology/Social Work degree and Higher Diploma with experience in working with young people and children and additional qualification in basic counseling skills.  Membership in a recognized professional body will be an added advantage Knowledge

• Knowledge of Child Protection
• Computer literacy and proficiency in MS office
• Good report writing skills
• Excellent communication and people skills
• Data analysis and report writing Personal competencies
• Good command of English and Kiswahili and one of the local languages in Kenya
• Ability to empathically handle difficult clients and relationships
• Good time management and ability to work under pressure

Responsibilities Child Helpline 116 is a 24 hour service, the schedules for the counsellors run 24 hours i.e. Day and night shifts including weekends and holidays as per the monthly work schedule. The input for the counsellors is a minimum of 40 hours a week. The holders of this position may also support officers of the Department of Children Services, when called upon, to participate in:

• Rescue, and reintegration of children
• Social enquires with Department of Children Services
• Training partners in child protection
• Data analysis and report writing