Project Title

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

Job Family

Program

Deadline

April 13, 2025

Country(s) Supporting

Karachi – Pakistan

Reporting Relationships

Reports to

Incharge Helpline 1094, Women Complaint Cell, Women Development Department 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 Women Development Department (WDD) established the 1094 Helpline and Women Complaint Cells, Government of Sindh, to provide immediate support, guidance, and legal assistance to women facing violence, harassment, discrimination, or other forms of gender-based injustices. 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 legal 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 a critical initiative under WDD Sindh, aiming 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 Manager of the Women Development Department (WDD) Helpline, Sindh, is responsible for ensuring the 1094 Helpline and Women Complaint Cells operate efficiently across all districts of Sindh.

This role involves supervising helpline staff, reviewing and resolving complaints within set timelines, coordinating with law enforcement and social welfare agencies, and ensuring high-quality service delivery. The Manager will also oversee data management, conduct field visits to monitor performance, and provide regular reports to senior leadership. Additionally, the role requires developing awareness campaigns to enhance the helpline’s outreach and collaborating with key stakeholders to strengthen the response mechanism for women in need. The Manager must be initiative-taking in identifying service gaps and implementing improvements to ensure the helpline remains a reliable support system for women across Sindh.

Key Responsibilities:

1. Helpline & Complaint Cell Operations Management

• Ensure the 1094 Helpline and Women Complaint Cells operate efficiently and effectively at the provincial level, covering all districts in Sindh.
• Supervise daily operations, ensuring staff adhere to established procedures and provide high-quality services.
• Implement and maintain quality control mechanisms to ensure accuracy, consistency, confidentiality, and efficiency of complaint handling.
• Conduct regular field visits to districts to monitor and improve the functioning of WDD Cells and the 1094 Helpline.
• Ensure compliance with privacy and data protection laws in all complaint-handling processes.

2. Complaint Assessment & Resolution

• Review and assess complaints to ensure accurate resolution within the timelines set.
• Oversee complaint documentation, investigation processes, and follow-up actions.
• Maintain detailed records of complaints, investigations, resolutions, and outcomes.
• Ensure smooth coordination between helpline operators, legal aid providers, law enforcement agencies, and social services to facilitate case resolutions.

3. Team Leadership & Capacity Building

• Manage and lead a team of helpline support staff, providing training, guidance, and performance assessments.
• Ensure staff have the necessary skills for effective case handling, including crisis management, legal awareness, and trauma-informed responses.
• Develop and conduct regular training sessions on gender-based violence (GBV), legal rights, and support services for helpline and complaint cell staff.

4. Stakeholder Coordination & Advocacy

• Strengthen partnerships with law enforcement agencies, legal aid organizations, and social welfare services to ensure effective support for complainants.
• Coordinate with other government departments, NGOs, and partners to enhance the helpline’s visibility and effectiveness.
• Represent the WDD Helpline in provincial-level meetings, advocacy campaigns, and policy discussions.

5. Data Management & Reporting

• Maintain accurate and comprehensive records of helpline and complaint cell activities.
• Prepare and submit regular reports to the relevant authorities on complaint trends, case resolutions, and service performance metrics.
• Provide a monthly report to the Secretary and Minister of WDD on data received from Women Complaint Cells and the 1094 Helpline.
• Analyze complaint trends to identify gaps in service delivery and recommend policy improvements.

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

Education and Work Experience:

• Minimum Bachelor’s degree in social sciences, Psychology, Law, Gender Studies, Public Administration, or a related field from a recognized institution.
• A master’s degree in a relevant field will be an added advantage.
• Strong understanding of gender-based violence (GBV) and women empowerment issues.
• Minimum 6-10  years of experience in managing helplines, social welfare programs, or complaint management systems.
• Experience in gender-based violence (GBV), legal aid, or women’s rights advocacy is highly preferred.
• Strong leadership, team management, and crisis response skills.
• Excellent communication, report writing, and stakeholder engagement skills.
• Proficiency in Sindhi, Urdu, and English languages.

Skills & Competencies:

• Proven experience in managing customer service or complaint management systems, preferably in a government or public sector setting.
• Excellent analytical, reporting, and communication skills.
• Experience in stakeholder coordination and policy compliance
• Empathy & Sensitivity: Ability to manage sensitive cases with compassion and professionalism.
• Problem-solving: Ability to make quick, effective decisions in crises.
• Team Leadership: Experience in managing and motivating diverse teams.
• Communication Skills: Strong verbal and written communication skills for interacting with stakeholders and preparing reports.
• Technical Proficiency: Familiarity with case management software and data security practices.

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.