Background: Aga Khan Health Service, Pakistan (AKHS, P) runs one of the largest not-for-profit private healthcare systems in the country, with a focus on the regions of Gilgit-Baltistan, Khyber-Pakhtunkhwa, Punjab, and Sindh. Its core focus includes initiatives for hard-to-reach populations through services like outreach clinics, training of community midwives to provide low-cost health services in remote areas, screening for non-communicable diseases, and digital health solutions.
Job Summary: The Helpline Coordinator will lead the operational and technical coordination of the mental health helpline, ensuring high-quality, confidential, and timely psychological support services. The role will oversee call centre operations, supervise case management processes, coordinate clinical referrals and crisis response, support quality assurance, and strengthen service delivery through data-driven monitoring and continuous improvement. Ensure strong coordination and collaboration across partner agencies of AKDN and support the case management officers in smooth operations. Data management, reporting and dashboard maintenance will be the key responsibility of this position.
Aga Khan Health Service, Pakistan, is looking for a competent Helpline Coordinator based at Helpline Centre, Gilgit, in Gilgit Region.
Key Responsibilities:
1. Helpline Operations and Service Coordination
- Oversee day-to-day operations of the mental health helpline and ensure smooth functioning of services.
- Supervise call flow, triaging, case allocation, referrals, and follow-up mechanisms through Case Management Officers (CMOs).
- Ensure implementation of SOPs for psychological support, crisis response, safeguarding, and emergency escalation.
- Coordinate with technical service provider for smooth operations of the services.
- Escalate issues with the management for timely addressal.
- Manage staffing schedules and ensure continuity of 24/7 service coverage.
2. Clinical Coordination and Case Management Oversight
- Coordinate with psychologists, counselors, and case management officers for timely case handling and referrals.
- Monitor allocation and escalation of high-risk cases, including suicide risk, trauma, abuse, and psychiatric emergencies.
- Support implementation of step-care pathways and referral protocols.
- Facilitate clinical coordinator for multidisciplinary case discussions and case reviews where needed.
- Ensure the proper use of centralize case management system and provide feedback for improvements on regular basis.
3. Supervision, Quality Assurance, and Capacity Building
- Provide supportive supervision to helpline staff and monitor quality of service delivery.
- Facilitate and conduct call audits, documentation reviews, and quality improvement exercises.
- Identify staff training needs and support ongoing capacity building in crisis intervention and helpline competencies.
- Promote staff wellbeing, debriefing, and burnout prevention mechanisms.
4. Monitoring, Reporting, and Data Use
- Oversee maintenance of call records, service utilization data, and case management system through dashboard maintenance and monitoring.
- Track key indicators such as call volumes, response times, referrals, risk cases, and service outcomes.
- Prepare periodic analytical and operational reports for program monitoring and decision-making.
- Use data to identify trends, service gaps, and opportunities for improvement.
5. Coordination and Partnerships
- Liaise with referral networks including AKDN partner agencies, emergency services, protection services (if any), and community resources/jamati institutions.
- Coordinate with technology and telecom support for helpline systems functionality.
- Support awareness and outreach activities related to helpline utilization and mental health promotion.
Qualifications & Experience:
- Master’s degree Social Sciences, management, Public Health, or related field.
- 3-5 years of relevant experience, experience in mental health programming, helpline/call center management, crisis response, or clinical service coordination, supervision, case management, and crisis intervention preferred.
- Knowledge of mental health and psychosocial support principles
- Crisis intervention and suicide risk management understanding
- Strong coordination, supervision, and team management skills
- Data management and analytical reporting skills
- Strong communication, confidentiality, and ethical practice
- Understanding of the local languages of Gilgit Baltistan and Chitral
AKHS is committed to reducing our impact on climate and the environment and have set ourselves the goal of striving for net-zero carbon operations by 2030. All staff is expected to take part in making this a reality. The Helpline Coordinator accompanied with his/her Line Manager is expected to identify and understand which aspects of his/her work have most impact on the environment, and define tasks, work, and personal goals within his/her work plan to reduce these impacts and bring AKHS closer to net zero.
Interested candidates meeting the criteria can apply latest by May15, 2026