Hotline Analyst and Counsellor
Position Summary Expectations - Duties, Responsibilities
Post level: Fixed term contract
Duration: 12 months (renewable)
Remuneration and Benefits:
- Competitive salary
- Health and accident insurance (NSSF)
- All other benefits provided based on the Cambodia’s Labour Law
- Duties and Responsibilities
- Assess and classify reported harmful media content following operational guidelines.
- Handle hotline inquiries, providing information, counselling, and support to callers while maintaining accurate records of interactions.
- Ensure compliance with privacy and security safeguards in line with national and international laws.
- Participate in case briefings and communicate issues related to media classification.
- Coordinate referrals for child support services based on individual needs.
- Provide and facilitate training, awareness-raising, and campaigning activities for children, youth, and parents.
- Core Values and Competencies
- Professionalism: Knowledge and understanding of theories, concepts and approaches that are relevant to the functional area or other specialized field.
- Teamwork: Ability to work collaboratively with colleagues for achieving the organizational goals; respect of other people’s ideas and expertise; and willingness to learn from others
- Planning and organising: Ability to develop consistent strategies, priorities and tasks, adjust priorities as needed and allocate appropriate amount of time for completing work
- Accountability: Ability to take ownership of all responsibilities and deliver results within the agreed time, cost and quality standards
- Commitment to continuing professional development: Ability to develop new knowledge and skills in their own job, actively seek learning opportunities and contribute to the learning of subordinates and other staff
- Technological awareness: Updated knowledge and understanding of available technology, applicability
- Bachelor’s degree in social work, psychology, or a related field
- At least two years of experience in relevant work, with a solid background in using the internet and digital technologies
- Demonstrated high level ability to gather and analyse information and possess good knowledge of English and laws
- Demonstrates a high degree of accuracy and attention to detail
- Must be compassionate and sincerely interested in helping those who reported illegal content.
- Strong motivation, flexibility, openness and creativity
- Strong command of written and verbal communication skills with ability to effectively engage with internal and external parties
- Willingness to sign and comply with APLE’s Child Safeguarding, PSEA, Code of Conduct, and Confidentiality policies
