ChildFund PNG is seeking a principled and accountable leader to manage the 1-Tok Kaunselin Helpim Lain, a national 24/7 counselling, information, and referral service supporting survivors of gender-based violence and children in need of care and protection. This role carries significant responsibility for the quality, safety, and integrity of service delivery, requiring decisive leadership, sound judgement, and a strong commitment to safeguarding and survivor-centred practice. The Helpline Service Manager is accountable for leading and supporting the helpline team, driving performance and continuous improvement, and ensuring compliance with organisational standards, policies, and donor requirements. The successful candidate will demonstrate proven leadership in high-pressure environments, a commitment to ethical practice, and the ability to lead with empathy, clarity, and purpose.

PURPOSE OF THE POSITION

As the Helpline Service Manager, you will provide operational leadership for the 1-Tok Kaunselin Helpim Lain, a national 24/7 counselling, information, and referral service supporting adolescents and adult survivors of gender-based violence, as well as children in need of care and protection.

This role is responsible for leading the implementation of the helpline service’s strategic plan and ensuring the delivery of high-quality, survivor-centred support services. The position requires strong leadership in, team management, budget oversight, learning and development, partner coordination, Safeguarding and timely evidence decision making, while ensuring compliance with relevant standards and fostering a culture of empathy, accountability, and excellence.

Service Leadership & Management

• Lead and manage the Helpline Team, ensuring alignment with the 1-Tok Kaunselin Helplim Lain Minimum Standards, Operational Parameters, and Strategic Plan.
• Manage high-risk cases through robust risk assessments, escalation procedures, and strong referral pathways.
• Drive continuous improvement, quality assurance, and service performance monitoring.
• Lead Budget planning, expenditure tracking, and compliance with organizational and donor requirements.
• Foster a safe, inclusive, and respectful working environment grounded in ChildFund values and safeguarding commitments.

Staff Supervision & Development

• Provide supervision, coaching, and performance management for the Helpline Team.
• Lead learning and development initiatives, embedding trauma-informed and survivor-centred practice.
• Manage the Helpline internship program, including mentoring and monitoring learning outcomes.
• Cultivate a team culture based on empathy, accountability, wellness, and collaboration.

Data, Reporting & Compliance

• Oversee data collection, analysis, and reporting to inform service planning, improvement, and donor reporting.
• Ensure adhere to professional standards, confidentiality, and trauma-informed practice.
• Uphold compliance with ChildFund policies, including safeguarding, code of conduct, and operational requirements.

Qualification & Experience:

• Tertiary qualifications in Psychology, Counselling, Social Work, or a related field.
• Minimum 5 years’ experience in operational management or senior leadership within development or protection-focused organization.
• Proven experience in GBV or child protection response, safeguarding, or crisis service delivery.
• Strong understanding of trauma-informed, survivor-centred, and child-centred practice.
• Knowledge of GBV and child protection legislation, including cyber safety.
• Experience providing capacity building on counselling, GBV or child protection.
• Proficiency using client management systems, call centre software, and data analysis tools.
• Fluency in English and Tok Pisin; knowledge of Motu or other local dialects an advantage.

Desirable:

• Ability to manage high-stress situations effectively.
• Strong analytical skills and ability to use data to inform decision-making.
• Willingness to work after hours when required.

Skills:

• Strong leadership, communication, and stakeholder engagement skills.
• Project management, planning, and financial oversight capability.
• High level of confidentiality, professionalism, and ethical conduct.
• Adaptability, problem-solving, and a non-judgmental approach.
• Commitment to excellence in service delivery.

ChildFund Values & Safeguarding Commitment

ChildFund PNG is committed to creating environments where children, young people and survivors are safe, respected, and able to thrive.

All staff must remain alert to safeguarding risks, uphold ChildFund’s Safeguarding Policy, and act in a manner consistent with organizational values of Respect, Integrity, Collaboration, Change, Empowerment, and Excellence.

Appointment to this position is subject to criminal background checks and reference checks.

How to Apply:

To apply, please visit: https://teamchildfund.bamboohr.com/careers/632

Applications closing date: Friday 20 February 2026

Housing will not be provided by ChildFund.

This position is open to Papua New Guinea nationals only.

To Apply

To apply, email your CV and other relevant documentation to [email protected]. Please include the Job ID "#25943" in the email's subject to ensure your application is processed.