National Programme Manager - Elder Helpdesk | HelpAge India
- Helpage India
- 5 - 10 years
- Delhi, NCR
- 7 months ago
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Job Description
National Programme Manager Elder Helpdesk National Programme Manager Elder Helpdesk National Programme Manager Elder Helpdesk Reports to: Mission Head Agecare
Key Responsibilities: - Design strategies to establish and expand Elder Helpdesks across different states and hospitals.
- Develop a SOP with reporting formats and establish a plan for overall monitoring and evaluation.
- Explore and facilitate the setup of new helpdesks in other locations, ensuring uniform service standards.
- Develop partnerships with Old Age Homes (OAHs), hospitals, and other key stakeholders to expand outreach services.
- Recruit, train, and manage a national team of Helpdesk assistants.
- Assign tasks, supervise, and ensure the smooth functioning of helpdesk teams.
- Organize team meetings and manage team duty charts and screening.
- Supervise the daily operations of helpdesks, ensuring the provision of effective services like health and social counselling for elderly individuals.
- Develop JD, TOR and KRA s for the Helpdesk team.
- Oversee case interventions, including distress cases, legal aid, and emergency services.
- Coordinate with Old Age Homes, hospitals, psychologists, legal experts, and government officials to facilitate holistic care and ensure linkages.
- Linkages with govt. schemes and benefits of the elderly.
- Set up and maintain basic infrastructure for managing information and knowledge.
- Carry out impact study across the various helpdesk locations.
- Ensure timely collation, supervision of data entry, and updating of records for all helpdesk locations.
- Prepare monthly performance reports, case studies, and ensure compliance with standard protocols.
- Develop and implement strategies to raise awareness about Elder Helpdesk services.
- Organize outreach programs in partnership with local communities, healthcare institutions, and social welfare departments.
- Establish and maintain relationships with local police, social welfare departments, BSNL, and healthcare providers for emergency services and distress interventions.
- Act as a liaison between HelpAge India, government bodies, and partner institutions.
- Linkages with stakeholders specifically linking the beneficiaries with various Government schemes.
- Conduct regular reviews of helpdesk performance and develop strategies for service improvement.
- Submit periodic reports to senior management, detailing the performance of helpdesks and documenting new initiatives.
- Manage all MIS-related documentation, including data presentation and report generation.
- Establish MIS and work with the technical team to integrate it with larger software and a national level dashboard.
- Identify and maintain partnerships with organizations that can provide emergency support.
- Ensure that the network of support partners is regularly updated and expanded.
- Continuously explore new opportunities for service expansion, particularly in rural and under-served areas.
- Develop innovative solutions to meet the evolving needs of elderly individuals, particularly the disabled, disadvantaged, and marginalized.
- Third party evaluation.
- Proven experience in managing large teams and projects especially in Helpline and Helpdesk programs, preferably in healthcare or social service sectors.
- Strong leadership and organizational skills with the ability to coordinate with multiple stakeholders.
- Excellent communication and interpersonal skills for engaging with government officials, healthcare providers, and the elderly population.
- Proficiency in data management, report generation, and presentation skills.
Job Classification
Industry: NGO / Social Services / Industry AssociationsFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: Helpage IndiaLocation(s): Delhi, NCR+ View Contact
Keyskills: Team management Helpdesk Networking Data management MIS Strategic planning Healthcare Counselling Monitoring Data entry
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