Crisis Line Assistant at Medecins du Monde (MdM)

Medecins Du Monde is an international non-governmental organization, whose mission is to treat the most vulnerable populations in crisis and exclusion situations around the world. Medecins du Monde (MdM) has been active in Nigeria since August 2016 in the fields of primary healthcare (PHC), nutrition, gender-based violence (GBV) and mental health and psychosocial services (MHPSS). MdM aims to respond to the emergency situation caused by the violent armed conflict in the North-eastern part of Nigeria.

We are recruiting to fill the position below:

Job Title: Crisis Line Assistant

Location: Maiduguri, Borno
Employment Type: Full-time

Main Responsibilities

S/He provides short-term active listening, crisis intervention support and referrals to callers on the MdM crisis line.
S/He will support callers to deal with the immediate aftermath of a crisis/sexual assault situation, regain a sense of safety, encourage survivors to adopt empowering help-seeking behaviours by immediately going to the closest MdM clinic for CMR within 72Hrs, MHPSS and case-management services, as well as to report incidences of Sexual Exploitation and Abuse (SEA).
The crisis line attendant is to create a crisis-line environment that supports all survivors of violence, especially women and girls survivors of violence, using a non-judgmental and woman-friendly approach.

Tasks Description
Crisis Line Response:

Respond to diverse women, men and children callers with demonstrated empathy over the telephone.
Provide empowerment driven crisis support to diverse women, men and children callers using a survivor-centred and rights-based approach.
Comprehensively identify and assess callers€™ needs and prioritize, above all, the individual safety of the callers (physical, psychological, sexual and reproductive safety).
Assess safety risks to callers€™ situations and engage in safety planning with callers in the event of a crisis/GBV incident.
Support diverse women, men and children callers immediately following an abusive/violent incident with stabilization and first aid psychological care.
Prevent caller suicide and self/harm using a suicide first-aid and prevention model.
Provide immediate referrals to MdM clinics for emergency GBV & PHC medical response and referrals to other partners when necessary.
Engage in child abuse reporting procedures when required.
Provide information to callers about types of GBV, its consequences, sexual and reproductive health and rights, human rights, various other GBV/PSEA-related topics and services available to them in all MdM clinics as well as in the community.
Maintain strict professional boundaries with callers over the telephone.
Maintain strict confidentiality with all calls received while also adhering to the limits of confidentiality when required.

Reporting and Information Management:

Confidentially record data and interventions provided over the crisis line using the appropriate intake and referral forms.
Confidentially record GBV data and interventions provided over the crisis line using the appropriate GBV data collection forms.
Confidentially record PSEA reports and interventions provided over the crisis line using the appropriate PSEA reporting forms.
Communicate immediately with key MdM clinic staff (medical supervisors/head medical supervisor) to follow up on CMR and other GBV referrals made over the crisis line.
Communicate immediately with PSEA focal points in MdM office to submit and follow up on PSEA reports received.
Brief other crisis line attendants with key information during shift replacement to ensure switch is implemented smoothly.
Compile crisis line data on a daily and monthly basis and submit to Deputy GBV Advisor.
Identify, analyse and communicate arising trends, needs, issues observed over the crisis line to Deputy GBV Advisor in monthly report and contribute to identified solutions.
Participate in weekly GBV briefings, monthly meetings and clinical supervision with GBV team members.
Participate in internal MDM meetings.

Others:

You will be committed to MdM’s values and be motivated by its non-statutory, Not-For-Profit model.

Requirements

Higher Diploma in Social Work, Gender Studies, Public Health, Counselling, Education or another related field.
2-3 years professional experience working in gender-based violence field, provision of psycho-social support services, provision of basic counselling or community mobilization.
Availability to work day and evening shifts required.
Demonstrated ability to handle high levels of stress and traumatic material.
Demonstrated ability to react immediately, yet calmly, to crisis situations and quickly build rapport with callers.
Demonstrated ability to express compassion and understanding for individuals dealing with gender-based violence, mental health concerns and other potentially life-threatening situations.
Demonstrated ability to positively engage with and build rapport with diverse populations over the telephone.
Demonstrated sensitivity to child issues and child abuse.
Demonstrated ability to engage in positive conversations with children and youth.
Demonstrated ability to apply the best practice principles of the following theoretical approaches: Survivor-Centered Approach and Rights-Based Approach.
Demonstrated experience working to empower women, girls and understanding of gendered norms and GBV dynamics.
Demonstrated ability to multitask; engage with geographical maps while simultaneously supporting callers on the crisis line.
Strong understanding of gender, human rights and women€™s empowerment.
Excellent interpersonal and communication skills.
Required Languages: Hausa, Kanuri and English. Other local languages are considered an advantage (Marghi, Shuwa, Arabic).