Base Location: Peshawar
Number of Positions: 01
Gender: Male/Female
Reports to: GBV Project Officer
Job Purpose: The Referral Officer will play a key role in strengthening referral and support mechanisms within the Bolo Helpline system. The position is responsible for managing and coordinating referrals to appropriate service providers, ensuring timely, effective, and sensitive responses for individuals seeking support through the helpline. This role will contribute directly to the helpline’s capacity to respond to diverse social protection concerns, including gender-based violence, child protection, and mental health
Key Accountabilities:
The job holder is accountable for fulfilling his or her roles and responsibilities in line with organization’s values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff.
- Coordinate referral services with government and non-government stakeholders
- Maintain updated referral database and assess caller needs
- Follow up on cases to ensure closure and client satisfaction
- Adhere to safeguarding, confidentiality, and survivor-centered principles
- Maintain proper referral tracking and reporting systems
- Ensure timely and appropriate case documentation
- Develop caller assessment and feedback mechanisms
- Liaise with Social Welfare Department and other partners
- Demonstrate organization’s values and ensure survivor dignity and confidentiality
- Promote inclusive and ethical referral systems aligned with organization’s safeguarding protocols
- Support integration of referral mechanisms within helpline operations
- Represent organization positively and professionally in all internal and external interactions
- Abide by organization's zero-tolerance policy toward bribery and corruption
- Represent organization’s positively and professionally at the grassroots level.
- Receive and assess helpline callers’ needs to identify required services
- Match cases with appropriate service providers and initiate referrals
- Provide guidance and emotional support to callers during referral process
- Ensure referral services are timely, confidential, and culturally sensitive
- Maintain and update referral database regularly in line with case trends
- Document all referrals and follow-ups using standard organizational tools
- Coordinate with the Social Welfare Department, NGOs, and service networks
- Track feedback from both clients and service providers for quality improvement
- Analyze trends in referrals and support in updating referral protocols
- Support internal and donor reporting related to referral outcomes
- Uphold organization’s safeguarding, PSEAH, and Do No Harm principles in all communications
- Ensure respectful and confidential communication with all stakeholders
- Promote organizations’s commitment to ethical, rights-based, and survivor-centered programming
- Participate in training, coordination meetings, and capacity building sessions
- Assist in identification & documentation of best practices and success stories
- Represent organization in a professional and respectful manner during internal and external engagements
- Abide by organization’s zero tolerance policy towards bribery and corruption, and empower communities to safely report any wrongdoing
- Person Specification
- It is essential that the post holder shows a good understanding and sympathy with the organizational values & principles, vision and mission as well as commitment to its PSEAH (preventing sexual exploitation abuse and harassment) and Safeguarding protocols. Organization has a zero-tolerance policy towards SEAH and don’t support any action that promotes or encourages SEAH/Safeguarding.
- organization is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom organization engages. Organization expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.
Qualification:
- Masters/Bachelor’s degree in Sociology, Social work or relevant fields.
Experience:
· Minimum 2–3 years’ experience in referral coordination, case management or helpline support
· Experience working with vulnerable populations and social protection services
· Prior work in GBV, child protection, or mental health will be an advantage
· Familiarity with referral protocols, SOPs and local service directories
· Previous experience with NGOs/INGOs or outreach programs is preferred
Computer Skills:
· Proficiency in MS Word, Outlook, Excel
· Knowledge of digital case tracking and referral systems
Language:
· Fluency in Urdu and local languages (Pashto) is essential. Proficiency in English is required.
Key Personal Qualities:
· Strong interpersonal, listening, and communication skills
· High level of empathy and professional integrity
· Ability to handle emotionally sensitive calls and cases
· Organized, self-driven, and calm under pressure
· Open to learning and committed to continuous improvement
Please note, we are only able to accept applications from candidates who are eligible to live and work in the Pakistan. We are unable to progress applications which would require sponsorship.
Value Added Skills:
· Training in GBV case management or referral systems
· Experience with helpline operations or crisis response
· Familiarity with safeguarding, PSEAH protocols
· Coordination or capacity-building experience with stakeholders
Our values and commitment to safeguarding
- The organisation is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom the organisation engages. The organisation expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.
- The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation.
- All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records checks. The organisation also participates in the Inter Agency Misconduct Disclosure Scheme.
- In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment.
- By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.
Pre-employment Checks:
Any employment with organization will be subject to the following checks:
- Screening clearance
- Receipt of satisfactory references
We are an equal opportunities employer.
DECLARATION:
By applying for this position with the organisation;
Declarations # 1: “I hereby confirm that I have never been involved and/or charged in violation of SEAH (Sexual Exploitation Abuse & Harassment) related concerns in my career.”
Declarations # 2: “I confirm that the above information in the CV/Application is complete and correct and that any untrue or misleading information will give my employer the right to terminate any employment contract offered.”
Declarations # 3: “I agree that information contained within this application and supporting documents (including "sensitive information”) may be accessed, stored and used and by the organization in accordance with the Data Protection Act 1998.”
