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Telephone Hotline Operator – Garissa Job Zana Africa
Customer Service Jobs. Zana Africa Jobs
Duties and Responsibilities
- Respond promptly and professionally to calls during assigned 8-hour shifts.
- Provide calm, respectful, and non-judgmental support to callers, maintaining confidentiality at all times.
- Deliver accurate, factual, and rights-based information using approved scripts and resources.
- Assess callers’ needs and make safe and appropriate linkages or referrals to vetted service providers.
- Record each interaction accurately, including caller questions and any follow-up required.
- Document unanticipated or complex queries and escalate them to ZanaAfrica staff for guidance.
- Submit weekly call summaries and reports using ZanaAfrica’s reporting templates.
- Participate in training, refresher training and regular debrief sessions with the hotline team.
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Key Requirement Skills And Qualification
- Must have attained the Kenya Certificate of Secondary Education (KCSE).
- Must have a public/community health or social work background with demonstrated experience.
- Must be able to provide a certificate of good conduct at the time of hiring, if selected, provide references and complete a child protection documentation to demonstrate a clean record.
- Excellent oral and written communication skills, including the ability to have safe, rights-based conversations about stigmatized topics.
- Strong note taking and reporting skills with excellent attention to detail.
- Fluency in spoken English, Swahili and local vernacular languages spoken in the County one is applying for, as stated above.
- Familiarity with adolescent health and safety issues affecting the regions listed and in Kenya
- Must live in an area with a strong mobile network.
- Must live in the listed counties.
- Must have access to electricity to charge phone and/or laptop battery at all times during shifts
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How to Apply
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