Project Title

Helpline Officer – (1094 Helpline, WDD Sindh) (Short-Term Employee)

Business Unit

Program

Deadline

April 13, 2025

Country(s) Supporting

Karachi – Pakistan

Reporting Relationships

Reports to

Manager – (1094 Helpline, WDD Sindh) /Assistant Project Manager - Pathfinder International

Direct reports

N/A

Pathfinder Overview

Pathfinder International is a global leader in sexual and reproductive health. We place reproductive health care at the center of all that we do—believing that it is not only a fundamental human right, but is critical for expanding life opportunities for women, families, communities, and nations, and paving the way for transformations in environmental stewardship, decreases in population pressures, and innovations in poverty reduction. Pathfinder provides women, men, and adolescents with a range of quality health services—from contraception and maternal care to HIV prevention and AIDS care and treatment. Pathfinder strives to strengthen access to family planning, advocate for sound reproductive health policies, and, through all our work, improve the rights and lives of the people we serve.

Background

 The 1094 Helpline & Women Complaint Cells – WDD Sindh

The 1094 Helpline and Women Complaint Cells were established by the Women Development Department (WDD), Government of Sindh, to provide immediate support, guidance, and legal assistance to women facing violence, harassment, discrimination, or other forms of gender-based injustice. These services are designed to ensure that women across Sindh, particularly those in vulnerable situations, have access to a reliable and responsive complaint mechanism.

1094 Helpline

The 1094 Helpline serves as a 24/7 toll-free emergency support service, offering confidential assistance to women in distress. It connects callers with trained professionals who provide legal aid, psychological support, and referrals to relevant authorities, including law enforcement agencies, social welfare organizations, and shelter homes. The helpline plays a crucial role in responding to cases of domestic violence, harassment, workplace abuse, forced marriages, and other violations of women’s rights.

Women Complaint Cells

Women Complaint Cells operate at the district level across Sindh, providing in-person complaint registration and case management services. These cells collaborate closely with the police, judiciary, legal aid providers, and social service organizations to ensure effective case resolution. Women seeking help can visit the complaint cells to receive legal assistance, counseling, and support for filing cases against perpetrators.

Key Functions of the 1094 Helpline & Women Complaint Cells:

• Receive and register complaints related to gender-based violence and discrimination.
• Provide referrals to victims for further assistance.
• Consult with law enforcement agencies to ensure swift action on reported cases.
• Offer psychosocial support and counseling to women in distress.
• Conduct awareness campaigns to inform women about their rights and available resources.
• Monitor and follow up on cases to ensure accountability and justice.

The 1094 Helpline and Women Complaint Cells are critical initiatives under WDD Sindh. They aim to empower women, improve access to justice, and create a safer society by addressing gender-based violence at both individual and systemic levels.

 Job Purpose

The Helpline Officer is responsible for handling data of the 1094 Helpline data dashboard, with district officers of WDD all over the province by providing technical support and training of the staff of WDD maintaining the data dashboard and website. The Helpline Officer should be a troubleshooter to resolve all day-to-day IT-related issues. The Helpline Officer ensures that all interactions are managed with confidentiality, professionalism, and sensitivity, contributing to the overall goal of empowering and protecting women across Sindh. Additionally, the role requires maintaining accurate records, following up and visits of all WDD district officers for monitoring of the data, and providing support in compiling and generating reports of helpline 1094 data.

Key Responsibilities:

Technical Support

▪         Provide daily technical support to WDD staff.

▪         Maintain and update of the Data Dashboard

▪         Ensure the proper maintenance of IT equipment.

▪         Provide immediate assistance to staff as required.

1. Case Documentation & Follow-Up

▪         Accurately log all data, complaints, and actions taken in the system.

▪         Maintain confidentiality and ensure secure data handling.

▪         Conduct follow-ups with relevant staff of all the districts to track the updates and progress of 1094 data dashboard Helpline.

Awareness & Outreach

▪         Assist in awareness campaigns to promote the 1094 Helpline.

Compliance & Quality Assurance

▪         Assist in providing training to WDD staff.

▪         Participate in training sessions to enhance skills in crisis intervention, legal frameworks, and case management.

Support to Manager & In-Charge

▪          Assist the Manager in tasks related to maintaining the quality and efficiency of the 1094 Helpline and Women Complaint Cells.

▪          Support the In-Charge by coordinating with district teams to gather information and ensure accurate documentation of complaints managed by Women Complaint Cells and the 1094 Helpline.

▪          Serve as the primary point of contact between the In-Charge and district teams.

▪          Address any operational challenges faced by district teams and escalate critical issues to the In-Charge.

▪          Provide regular updates to the In-Charge regarding the status of complaint handling at the district level.

▪          Assist in organizing field visits and compiling reports on the findings.

▪          Prepare and submit fortnightly reports to the Manager, highlighting:

▪          Resolved and unresolved complaints

▪          District-wise performance of complaint cells

▪          Identified challenges and recommendations for improvement.

▪         Collaborate closely with the Manager to implement measures that enhance the overall effectiveness and accessibility of the helpline.

Any additional duties assigned by the Women Development Department, Govt. Sindh.

Education and Work Experience:

• Bachelor’s degree in social sciences, Psychology, Law, Gender Studies, Public Administration, or a related field from a recognized institution.
• Minimum 2-3 years of experience in helpline operations, case management, social work, gender-based violence response, or a similar role.
• Experience in crisis intervention, counseling, or legal aid services will be preferred.
• Prior work experience with government institutions, NGOs, or social welfare organizations dealing with women’s rights and protection services is an asset.
• Strong knowledge of gender-based violence laws, protection mechanisms, and referral pathways in Pakistan, especially in Sindh.
• Experience in handling sensitive information, maintaining confidentiality, and collaborating with diverse communities.

Skills & Competencies:

• Excellent communication skills in Sindhi, Urdu, and English (both verbal and written).
• Empathy and active listening skills to manage distress calls effectively.
• Ability to manage high-pressure situations and provide immediate assistance to callers.
• Strong case documentation, data management, and reporting skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and case management software.
• Ability to consult with law enforcement agencies, legal aid organizations, and social welfare institutions.
• Collaborator with the ability to collaborate effectively with district teams and stakeholders.

This role is ideal for individuals enthusiastic about women’s rights and committed to providing immediate support and assistance to women in distress.

Other Information:

• Travel required (20% or less)
• Uses cellular and office phone, laptop, or desktop computer.
• This job description format focuses on the main duties of the position and is not intended to list every potential task or assignment.
• Duties can and will change to meet the changing priorities of the department and organization.