Our Phone Counselors
Child Helpline Cambodia’s phone counselors either hold university degrees in psychology, order social work, sociology, humanities or law, or, have significant related field experience. All phone counselors complete our own three month training program with topics including phone counseling, child protection and child rights, Cambodian law, frequently asked questions, how to deal with challenging calls and self-care. People who successfully complete the volunteer training program are then placed on a probation period and receive on-going support from our Counseling Supervisor. All phone counselors receive a full police criminal check and must comply with our Child Protection Policy before they commence work with us. Failure to comply with our Child Protection Policy will result in instant dismissal.
Every call to Child Helpline Cambodia is focused on the client. Because of this, phone counselors do not share personal details with clients. Phone counselors are also strictly prohibited from meeting clients face-to-face. If a phone counselor arranges to meet a client in person the action will result in instant dismissal.
We work very hard to support all phone counselors to ensure they do not suffer secondary trauma from their work. Self-care advice and regular one-on-one and group supervision is provided, and the Executive Director, Counseling Coordinator and Counseling Supervisor are always available to provide advice and support.
Our phone counselors work on the phones for 5 hours of their 8 hours on shift, and use the remainder of their time for case management, supervision, internal meetings and training, and breaks. They work morning, afternoon or overnight shifts and receive appropriate entitlements as per the Cambodia Labor Law.
You can read more about phone counseling here.
The Child Helpline Cambodia team consists of 17 professionals, each dedicated to preventing and protecting children and youth from abuse, exploitation and violence. Our staff includes an Executive Director, a Referral and Follow up Officer, two Counseling Supervisors, four full-time Phone Counselors, six part-time Phone Counselors, a Call Center Officer, a Finance and Administration Officer, and a Housekeeper.
Our Board of Directors
Our board of directors is comprised of five professional individuals representing government and civil society. All of our board members are committed to overseeing Child Helpline Cambodia operations and offer their time and expertise in a voluntary capacity. The board meets and serves under clear Terms of Reference.