Shakti Shalini is a Helpline Coordinator! Apply Now! (Women Only)
Shakti Shalini is a Delhi-based NGO founded in 1987 that works for gender equality. Shakti Shalini responds to sexual and gender-based violence (SGBV) through support services for survivors of violence and their children, working with marginalised communities to prevent violence, media outreach for gender equality, and a mentorship program.
Job Status and Type: On-Site, Full Time, 4 to 5 Days per Week, 40 Hours per Week, Morning/ Evening/ Night Shifts
Job Title: Helpline Coordinator, Crisis Intervention and Counseling Centre, Shakti Shalini
Job Location: Jangpura and Ashram Chowk, New Delhi
Job Remuneration: Rs. 40,000 per month (Rs. 38,000 in first six months of probation and Rs. 40,000 per month once permanent).
Reporting:
Reports to the Coordinator, Crisis Intervention and Counseling Centre, Shakti Shalini.
Joining Date: Monday, 28th July, 2025
Important Note: This job will allow early morning shifts, day shifts, and full night shifts limited to 40 hours per week. Travel and safety will be ensured by Shakti Shalini. Please only apply if you can work in shifts across 24 hours.
About Shakti Shalini’s Crisis Intervention and Counseling Centre (CICC)
The Crisis Intervention and Counseling Centre (CICC) is the first point of contact for a survivor of gender/ sexual violence seeking support at Shakti Shalini. It provides counseling, crisis intervention and rescue support, a helpline service, facilitates shelter, mental/ physical/ sexual and reproductive healthcare, legal counseling and litigation aid, rehabilitation and/ or reintegration, and follow-up. CICC is equipped to respond to all forms of gender/ sexual violence. It provides services to all survivors irrespective of their gender, sex, and sexual orientation who have experienced or are facing abuse, whether physical, sexual, psycho-emotional, financial, social, or institutional. Survivors reach out to Shakti Shalini from different sources including helpline courts, police-stations, other government bodies, partnering NGOs, website, and social media. CICC supports survivors across the national territory of India. CICC operates on the principle of individual agency, choice, and dignity.
About the Helpline:
CICC currently has two operational PAN India helpline numbers for survivors of gender/sexual violence that operate from 10am-6pm on all days: 011-24373737, 7838957810 (Call/WhatsApp). The Crisis Intervention and Counseling Centre (CICC) is the first point of contact for a survivor of gender/ sexual violence seeking support at Shakti Shalini.
Responsibilities of the Helpline Coordinator:
- Understand the vision and mission of Shakti Shalini.
- Understand the vision and mission of the CICC within the umbrella of Shakti Shalini.
- Understand the vision and mission of the Helpline within the umbrella of CICC.
- Answer all calls coming to the helpline during respective work hours.
- Separate between the calls that are by survivors and calls that are not.
- Make sure survivor calls are answered with particular care, sensitivity, and skill.
- Document both types of calls as per the respective formats provided.
- Make sure to take down all survivor data required by the documentation system in each call.
- Coordinate and lead a team of 5 Helpline Social Workers.
- Lead the Helpline Team with a balance of trust, sensitivity, and accountability, which requires good inter-personal, relational, communication, and boundaries management skills.
- Manage the logistics of leading the Helpline Team which includes creating monthly rosters for a 24/7 helpline, managing leaves and attendance, etc.
- Compile all survivor data and documentation from the Helpline Social Workers, clean it up, streamline it, and refer it to the Coordinator of CICC for further action and interventions on a daily basis.
- Submit a monthly report to the CICC Coordinator containing qualitative and quantitative reporting.
- Analyse the data emerging from the helpline calls and patterns and trends. This may include creating formats, data inputting, clean-up, and analysing to aid with surveys and research as directed by the Helpline Coordinator.
- While stationed at the CICC support the CICC team in their activities including home/ court/ police visits, making survivor documentation, aiding survivor admissions and livelihoods applications, when the traffic on the helpline is low and time permits.
- When stationed at the shelter home, support the shelter team in operations of the shelter home and daily activities or requirements of the shelter home, when the traffic on the helpline is low and time permits.
- Maintain a care-driven, empathetic, compassionate, non-judgmental, and sensitive approach to all stakeholders including the children, partners, colleagues.
- Handle all material, stationery, and equipment with care and responsibility.
- Follow the accounts and administrative processes of the organisation.
- Work in close coordination with the concerned teams within the organisation.
- Work in careful synchronisation with the protocols, guidelines, ethics and policies governing the organisation.
- Participate in all team and pan-organisation activities/ meetings/ trainings/events.
Necessary Skills:
- Strong understanding of gender, sex, sexuality, SGBV.
- Strong understanding of mental wellbeing, basic counseling skills, and social work.
- Strong team leadership skills that balances trust and accountability, inter-personal and relational skills, communication and boundary skills.
- Very organised, well structured, and systematic and strong work ethic.
- English speaking, writing, reading, comprehending skills.
- Hindi speaking, writing, reading, comprehending skills.
- Good computer skills including google docs, google sheets, google drive, mails, and if possible, canva.
- Able to carry out quantitative and qualitative documentation, analysis of data, and writing of creative and well structured reports.
- Committed to gender equality and elimination of violence, and to supporting survivors of SGBV.
- Creative, sensitive, non-judgmental, hardworking, team-worker, and independent.
- Self-reflective and open to feedback.
Eligibility:
Education: Must have a postgraduate degree, preferably in social work and/ or counseling.
Work experience: Must minimum 2 years of work experience, preferably in counseling, survivor support, and/ or gender.
Selection Process:
Screening of application documents and interviews.
To apply: Fill this assessment form: https://forms.gle/nyjEVsuwensBQcFN7
Application deadline: 18th July, 2025.
To know more about Shakti Shalini visit: www.shaktishalini.org