Internship Opportunity: Call Centre Support Intern – National Shelters Network
Location: Kajiado Ongata Rongai, Kenya
Duration: 6 Months (Renewable)
Reports to: Gender and protection Officer
About CDTD
CDTD is a women’s rights organization committed to advancing the rights, safety and dignity of vulnerable women and girls through prevention, protection, advocacy and survivor-centred services. CDTD coordinates the National Shelters Network to strengthen referral pathways and access to safe shelter and essential services.
Position Summary
The intern will support the management of the National Shelters Network call centre by handling inquiries, coordinating referrals, maintaining databases and supporting communication with shelters and partners.
Key Responsibilities
Receive and respond to calls, emails and online inquiries professionally and confidentially.
Coordinate referrals to shelters and service providers.
Maintain an updated directory of shelters, police stations, GBV recovery centres, hospitals, social workers and legal aid providers.
Maintain call logs, referral records and databases.
Support mapping and verification of shelter information.
Escalate high-risk cases in line with safeguarding procedures.
Prepare weekly and monthly reports.
Support awareness and outreach initiatives.
Maintain confidentiality and comply with safeguarding policies.
Undertake other duties assigned.
Qualifications
Diploma or Bachelor's degree in Social Work, Psychology, Gender Studies, Community Development, Counselling or related field.
Strong communication and interpersonal skills.
Computer proficiency including Microsoft Office.
Fluency in English and Kiswahili.
Interest in women's rights and GBV programming.
A resident of Ongata Rongai or nearby locality.
What You Will Gain
Practical experience managing a national support call centre.
Exposure to referral coordination and survivor-centred programming.
Mentorship from experienced professionals.
Certificate of service upon successful completion.