PSS Officer
Organization: Moomken Organization for Media and Awareness
Reports to: Supervisors
Purpose of the Position
The PSS Officer is responsible for providing psychological first aid and psychosocial support. The role ensures timely support for individuals experiencing emotional distress during calls and conducts follow-up PSS assessments in a call center. Additionally, the PSS officer will provide internal well-being support to staff through individual and group sessions aimed at enhancing resilience and managing work related stress.
Duties and Responsibilities
• Provide real-time psychological first aid and emotional support to callers who present signs of acute distress, redirected directly from call-center operators.
• Conduct structured PSS assessments through scheduled follow-up calls for cases, ensuring accurate documentation and appropriate support.
• Maintain confidential case notes and ensure all information is recorded and stored in line with sensitive data protection requirements.
• Provide callers with basic guidance on available psychosocial support pathways and clarify expectations regarding follow-up.
• Offer internal well-being support to staff, including individual check-ins, stress-management sessions, and group well-being activities.
• Prepare weekly and monthly summaries of PSS activities, including immediate support provided, follow-up assessments conducted, and common themes or challenges.
• Ensure all interactions with callers and staff uphold confidentiality, respect, and professional boundaries.
Requirements
• Strong understanding of psychosocial support principles and basic psychological first aid approaches.
• Excellent communication and active-listening skills, especially during high-stress or emotionally sensitive conversations.
• Ability to conduct supportive conversations remotely in a calm, professional, and empathetic manner.
• Strong organizational skills, including accurate documentation and timely follow-up.
• Ability to handle emotionally heavy situations while maintaining self-care and professional composure.
• Commitment to confidentiality, safeguarding, and ethical standards when dealing with sensitive information.
Qualifications
• Bachelor’s degree in Psychology, Social Work, Mental Health, or a related field.
• Minimum 1–2 years of experience providing psychosocial support, counselling, or related services, preferably within humanitarian settings.
• Experience working with vulnerable populations is an advantage.
• Fluency in Arabic and proficiency in English (written and verbal).
• Computer literacy, including MS Office and experience with data entry or reporting tools.
• Experience facilitating group well-being sessions or staff support activities is an asset.