Call Centre Officer

(CONSULTING SERVICES INDIVIDUAL) GIRL S EDUCATION AND WOMEN EMPOWERMENT AND LIVELIHOODS FOR HUMAN CAPITAL DEVELOPMENT PROJECT (GEWEL2.0 No. 181391) ASSIGNMENT TITLE: Call Centre Officer Introduction A Gender Based Violence (GBV) toll-free line is important for GBV prevention and response. It serves as a confidential and accessible platform for individuals to report cases of GBV, seek counselling and support, and receive information about available services and resources. The hotline aims to ensure that survivors of GBV have access to the help they need, regardless of their location or circumstances. It plays a critical role in connecting survivors to medical services, legal aid, counselling, and other forms of support. The hotline also assists in coordinating emergency response and facilitating access to shelter for those in immediate danger. In this regard the Government of Zambia is setting up a government operated GBV call center. The call center will serve both GBV prevention and programming and support the operations of Grievance Redress Mechanisms under the Girls Education and Women's Empowerment and Livelihoods (GEWEL) Project. The call center will be in the Gender Division and will be set up with support from the GEWEL Project. The Gender Division is mandated to coordinate GBV prevention and response and will therefore host the call center and refer to the appropriate service providers. This will help strengthen the role of the Division in coordinating GBV response. Further, the GBV service directories and the dashboard will enable efficient referrals of cases and enhance GBV case management. This document outlines the terms of reference for the GBV call center operators and Call center Manager at the National GBV Call Centre located in the Gender Division, Cabinet Office. These operators will provide critical support to survivors of GBV by offering crisis intervention, information, and referrals to essential services while the call center Manager will provi