Call Centre Support Intern – National Shelters Network

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. Primary duties include receiving and responding to calls, emails, and online inquiries professionally and confidentially; coordinating referrals to shelters and service providers; maintaining an updated directory of shelters, police stations, GBV recovery centres, hospitals, social workers, and legal aid providers; maintaining call logs, referral records, and databases; supporting mapping and verification of shelter information; escalating high-risk cases in line with safeguarding procedures; preparing weekly and monthly reports; supporting awareness and outreach initiatives; and maintaining confidentiality while complying with safeguarding policies. The role involves practical experience in managing a national support call centre, exposure to referral coordination and survivor-centred programming, and mentorship from experienced professionals.

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; residency in Ongata Rongai or nearby locality.