Online Ambulance Helpline Coordinator
Position Circumstances
- Career Category: Health / Medical - Psychology, Social Work
- Schedule:Full-time
- Salary: N/A
Location: Remote - based in Cambodia, with a 4-day workweek
Type: Full-time (12 months with potential extension)
As our OA Helpline Coordinator, you'll lead the daily operations of our helpline service, providing compassionate, immediate support to survivors of online harassment and TFGBV, and manage our social media presence to share awareness of our OA service. Your role will include:
Why join the team?
- Meaningful impact. Make a direct difference in the lives of survivors of online harassment
- Fully remote & 4-day work week. Enjoy the freedom of remote work and a shorter workweek - we're serious about work-life balance
- Professional development. Training opportunities and collaborative, mission-driven team environment
- Wellbeing matters. We trust you to manage your schedule and deliver your best
Duties & Responsibilities:
- Helpline management & direct support
- Lead the daily operations of the OA helpline, ensuring timely and compassionate responses to survivors
- Provide immediate guidance and accurate information to individuals experiencing online harassment and TFGBV
- Assess case urgency and severity to determine appropriate support pathways
- Maintain a survivor-centered and trauma-informed approach in all interactions
- Case coordination & management
- Oversee case management and outsource cases to relevant experts (cybersecurity professionals, mental health counselors, legal advisors) based on survivor needs
- Facilitate clear communication between survivors and support providers
- Track progress and follow up on open cases to ensure quality of care
- Social media management & community engagement
- Create and implement strategic social media plans to enhance visibility, engagement, and public education on online harassment and digital safety
- Develop engaging content promoting our OA helpline services and practical safety tips
- Monitor social media platforms to detect and respond to incidents of online harassment
- Analyze social media trends and engagement metrics related to online harassment
- Documentation & reporting
- Ensure accurate, confidential documentation of all helpline interactions and case data
- Prepare regular reports on case outcomes, service performance, emerging trends, and challenges encountered
- Track helpline metrics to inform program improvements
- Partner relations & collaboration
- Maintain regular communication with partner organizations and service providers
- Work closely with the Cambodia Program Manager and Myanmar OA helpline team to align helpline services with SOH's broader program goals
- Represent the program in meetings with stakeholders and partners
Expected Profile of Candidates
Languages:
- Khmer - Fluent
- English - Fluent
Skills & Knowledge:
General & Technical Skills
- Has a background in mental health support. Experience in counseling, social work, psychology, or related field is essential
- Thinks strategically. You develop and implement effective support strategies
- Understands trauma-informed approaches. Experience with case management and survivor-centered practices
- Is fluent in Khmer and English. You're comfortable working in both languages
- Bonus: Knowledge of TFGBV, experience managing helplines or crisis services, familiarity with social media management, understanding of cybersecurity/digital safety
Soft Skills
- Is organized and independent. You manage multiple priorities simultaneously and work effectively with minimal supervision
- Is compassionate and empathetic. You approach trauma survivors with genuine care and professionalism
- Has strong communication skills. You're excellent in both written and verbal formats
Mental Health and Psychosocial Support Responder
Position Circumstances
- Career Category: Health / Medical - Psychology, Social Work
- Schedule:Part-time
- Salary: Negotiable
Location: Remote - based in Cambodia
Type: Part-time (12 months with potential extension)
Schedule: Flexible, approximately 10-15 hours per week, Monday-Thursday, 9:00 AM - 5:30 PM
Compensation: Per case supported
As our MHPSS Responder, you'll provide trauma-informed, survivor-centered counseling and emotional support to help survivors cope with the psychological impact of online harassment. Your role will include:
Why Join the Team?
- Direct, meaningful impact. Provide life-changing support to survivors of online harassment
- Flexible schedule. Part-time hours that fit your life (10-15 hours/week)
- Per-case compensation. Fair payment for each case you support
- Professional development. Training opportunities and collaborative team environment
- Mission-driven work. Be part of a survivor-first, women-led organization
Duties & Responsibilities:
- MHPSS support
- Provide Psychological First Aid (PFA) and supportive listening to survivors experiencing distress, fear, or trauma
- Normalize and validate survivors' emotions, offering grounding techniques and coping strategies
- Share information about available mental health and psychosocial services
- Identify high-risk cases (e.g., suicidal ideation, severe trauma) and escalate immediately to referral partners
- Maintain an empathetic, non-judgmental, and trauma-informed communication style
- Coordination & teamwork
- Participate in weekly or bi-weekly coordination calls with the OA helpline team
- Share learnings, challenges, and feedback to strengthen the service
- Collaborate to update referral pathways and improve survivor support systems
- Contribute to debriefs and after-action reviews for complex or high-risk cases
- Availability
- Be available Monday through Thursday, 9:00 AM to 5:30 PM
- Respond to messages and new inquiries within 24 hours
- Maintain reliable internet connectivity and communication with the helpline team
Expected Profile of Candidates
Languages:
- Khmer - Fluent
- English - Fluent
Skills & Knowledge:
General & Technical Skills
- Has formal mental health training. Degree or certification in counseling, psychology, social work, or a related mental health field is essential
- Has experience in mental health support. Demonstrated experience providing counseling or psychosocial services in the Cambodian cultural context
- Understands trauma-informed care. Strong understanding of survivor-centered approaches and working with survivors of violence, abuse, or trauma
- Is fluent in Khmer and English. You're comfortable working in both languages
- Bonus: Knowledge of TFGBV, experience in crisis or helpline counseling, understanding of gender-based violence and feminist counseling approaches
Soft Skills
- Is an excellent listener. Strong active listening and empathetic communication skills
- Maintains healthy boundaries. Ability to maintain professional boundaries and self-care practices
- Is committed to ethics. Strong commitment to confidentiality and ethical practice
