Help Desk Officer Job in Kenya

Terre des hommes Foundation

Job Title: Help Desk Officer

Job ID : 20230501

Categories: Collaboration

Reports to (Hierarchically): Empowerment Senior Officer

Number of subordinates:

  • 1 Social Empowerment Assistants,
  • 51 child protection volunteers

Location: Dadaab

Working time in %: 100%

Context: Terre des hommes Foundation is an independent, neutral, and impartial Swiss organization founded in 1960, dedicated to bringing about significant and lasting change in the lives of children and young people, especially those most at risk.

Tdh ensures their well-being and the effective implementation of their rights as defined in the Convention on the Child's Rights and other human rights instruments.

To make a difference, Tdh focus our efforts on maternal and child health, children and young people in migration situations, and access to justice. Tdh promotes the active participation of children and young people to empower them.

We advocate for their rights and support them in expressing their needs and interests. Tdh works in fragile contexts and conflict zones, as well as in more stable environments.

Tdh is present in Kenya since 2011. Currently Tdh is providing protection services for children and families affected by migration, natural crises and poverty in Dadaab refugee camps, in Garissa County, and in Korogocho informal settlement in Nairobi.

The intervention in Dadaab refugee camps is focused on prevention and response to child protection needs while strengthening protection community-based mechanisms in the refugee operation and its host communities.

In Korogocho informal settlements, Tdh implements early child development activities and child protection activities with a strong community-based approach aiming at decreasing violence against children and strengthening child protection mechanisms.

Tdh will complement the Ministry of Health efforts to contribute to reduction in morbidity and mortality by early detection, referral and provision of appropriate treatment/management to severe malnourished children (6-59 months), pregnant and lactating women (PLW). In complement, a WASH component will be
integrated in the activities.

The project will be implemented in three sub-counties in Garissa County: Dadaab, Garissa Township and Lagadera. Tdh will work with Community Health Volunteers at community level, in health facilities staff and with Sub-County Health Teams to improve early detection, management, and referral of SAM (Severe Acute Malnutrition) children.

General description of the position: The main purpose of the position is to carry out an array of age and gender appropriate Advocacy and empowerment interventions targeting children, parents, caregivers, community leaders, religious leaders, adolescent boys and girls in both Dadaab Refugee Camps and the neighbouring eight host community villages while respecting their culture and contextual sensitivities.

The activities are integrated in the Dadaab protection system and humanitarian coordination practices and guidelines. The Helpdesk Officer will work closely with the child protection volunteers(community workers) who will report directly to him/her.

The main mandate of the Help Desk Officer will be to ensure that community receive information through awareness and advocacy campaigns conducted at the help desks and the block level.

The purpose of his/her interventions are to strengthen the beneficiary’s ability to develop the necessary skills and knowledge in prevention of violence, abuse, neglect and exploitation of children while in the camps also after repatriating to their country of origin.

Key responsibilities

  • Provide capacity to the children, parents, their caregivers and community members to enhance their knowledge and ability to protect children from harm.
  • To be responsible to conduct proper recording, documentation for all the children and their caregiver seeking child protection services and information at the sectional level.
  • Provision and Dissémination of appropriate child protection information to support decision making on voluntary repatriation and sustained protection for the children remaining in the camps.
  • Provide trainings and monitoring to the Community’s-Own Resource Persons and help desk social workers on behavior change and General Child protection concerns.
  • Supervisers the Social Empowerment Assistants .
  • Review and develop child friendly and child focused protection messages on emerging concerns and threats (with an emphasis on concerns of undocumented children, children in the Voluntary repatriation process and special protection cases, specifically prevention of and support to survivors of harmful traditional practices and SGBV and inclusion of children with specific needs).
  • On a monthly basis, conduct organize information forums (information clinics) involving other protection partners and service providers to strengthen the support to individual children.
  • Conduct monthly radio shows to provide further information, and an opportunity to take questions and feedback regarding the information forums sessions for both Refugee and host communities.
  • Organize and facilitate separate adolescent boys and girls symposiums and peer to peer activities at the child friendly help desks.
  • Enhancing Empowerment, Partnership and Advocacy for Child Safe Repatriation, to access services including CP in camps and host communities.
  • Coordination with UNHCR, Department of refugee services (DRS) and other humanitarian actors to strengthen referral pathway.
  • Supports the recruitment of CP volunteers.
  • Reports incidents and difficulties encountered with any CP staff or community worker to Empowerment Senior Officer or CP project manager.
  • Ensure that assigned activities are appropriately implemented and, when necessary, ideas on amendments deemed will be shared with the Empowernment Senior Officer.
  • Sharing and provision of appropriate child protection information to support decision making on voluntary repatriation and sustained protection for the children remaining in the camp.
  • Organize and facilitate separate adolescent boys and girls symposiums and peer to peer activities at the child friendly help desks.
  • Supports in child led advocacy campaigns, mass awareness and special events throughout the project in close consultation with empowerment officer and Case work officer.
  • Conduct refresher training and mentorship for children (Child Council members, peer to peer support network members and Children Ombudsman) to reinforce knowledge on Child Protection topics and provide information on any emerging issues and camp consolidation to strengthen child participation on issues affecting them.
  • Life skills training for girl mother’s, adolescent boys and girls, foster parents and provision of start-up kits and nurturing kits for the girl mother’s babies (0-5). The aim of the training is to enhance the groups to start their own income generated activities as a source of livelihood support leading to their self relience.
  • Reinforce the capacity of vulnerable foster parents, UASC and other vulnerable families through cash transfer program, and life-skills education.
  • Participates in a base line, mid term and end term survey and evaluation of the CP project.
  • Facilitate and conduct Project Progress Review Quarterly meetings and feedback sessions with the various targeted beneficiaries.
  • Participates in the identification, mobilisation and training of community members and other actors to encourage their participation in different aspects of the project implementation (women, elders, leaders, youth, children, etc.) at sectional level.
  • Contributes and Participates in the preparation and implementation of special events at community level as well as adolescent boys and girls tournerment.

Education, technical Knowledge and Experience

  • • Two years work experience , including in community development , advocacy and networking.
    • University degree in Community development, Social Work, Social sciences, International studies and other relevant training qualification.
    • Trainings in Behaviour change communication, life skills, advocacy and empowerment is an added advantage.
    • Excellent oral and written communication skills in English and Kiswahili. Ability to communicate in Somali is a plus.
    • Proven ability in implementation community development or advocacy initiative.
    • Experience in designing and delivering trainings.
    • Good understanding of the rights –based approach , conflict sensitivity and DO NO HARM, and gender justice.
    • Strong analytical skills, with ability to think innovatively and operate strategically.
    • Flexibility ,stamina and ability to work under pressure and beyond regular working hours if necessary.
    • Personal qualities that ensure effective work with communities as well as self-management, including flexibility, respect for others , and sense of humour.


  • Required qualities: proactive, autonomous, rigorous, organized, good communication and interpersonal skills.
  • Competency in computer applications and packages with Good IT knowledge (Microsoft Office, Internet).

Abuse Prevention Policy - Operational Risk Management

  • Commit to respect Tdh Risk Management Policies including: Child Safeguarding Policy, Safety and Security Policy and Anti-Fraud/Corruption Policy, Whistle Blowing Policy
  • Commit to ensure the best implementation possible of the Tdh Risk Management Policies.
  • Commit to inform supervisors and to deal with any cases, allegations, or possibility of transgression, even potential, of the Tdh Risk Management Policies.

Staff employed to work in Tdh will be expected to have:

  • Professional conduct that reflects proper behavior in accordance with local culture and tradition.
  • Ensure the moral protection of the name of Terre des hommes and defend in all circumstance
  • Commits to observe discretion on any information related to the organization functioning and beneficiary related issues.
  • He/she will conduct his or her duties in respect of the Charter of Terre des hommes and the Tdh Child Protection Policy.


  • Knowledge of the Dadaab Refugee context.
  • Work with the Empowerment Senior Officer to provide accurate and timely activity reports.
  • Maintain and ensure a culture of strict confidentiality between Tdh staff and non Tdh employees

Application modalities:

Interested candidates who meet the criteria above are encouraged to send their applications letter and detailed CVs to Candidates are required to indicate the position title and location on the subject line of the email when applying.

Kindly note only applications sent to this email address will be considered.

Only shortlisted candidates will be contacted.

Female candidates are encouraged to apply.

Closing date for the application of this position is 18th May 2023.

Tdh’s recruitment and selection procedures reflect our commitment to protect children’s rights, which includes the prevention of all forms of child abuse.

Tdh is an equal opportunity employer