International Consultant in psycho-social support for helpline operators for victims of gender-based violence/domestic violence, Prishtine / Pristina, Kosovo

Organization: Organization for Security and Co-operation in Europe (OSCE)

Country: Kosovo

City: Prishtinë/Pritina, Kosovo

Office: OSCE Prishtine

Closing date: Sunday, 28 September 2020

Issued by: OSCE Mission in Kosovo

Vacancy number: VNKOSC02283

Vacancy type: Experts/Consultants

Number of posts: 1

Duty station: Prishtine / Pristina

Date of issue: 18 September 2020

Deadline for application: 28 September 2020 - 23: 59 Central European Time (CET/CEST)


Since the COVID-19 outbreak, the OSCE Mission in Kosovo increased its monitoring of the mechanisms addressing gender-based violence/domestic violence in Kosovo in line with its mandate to monitor human rights in Kosovo. The monitoring has placed emphasis on the first respondernts to cases of domestic violence, which have increased by around 30% between March and May 2020 in comparison to the previous year, as per the Kosovo Police reports. With significant movement restrictions in place, the helpline for victim of crime, particularly victims of gender-based violence/domestic violence, became the main source of information and support.

The helpline, initially only for domestic violence and human trafficking cases, was first established in Kosovo in 2005 in the framework of the Victims Protection and Assistance Division (VPAO) under the Ministry of Justice. In 2011, the OSCE Mission in Kosovo supported the re-establishment of the helpline run by the Victims Assistance and Advocacy Office (VAAO, now within the Kosovo Prosecutor Office) with the main objective to serve as the main point of contact for (potential) victims of domestic violence and trafficking in human beings; to enable the identification and reference of victims to the proper institutions; and serve as a source of information for all stakeholders, including the general public. Since 2013, due to the introduction of the new SOP for VAAO, the Office has been assisting all victims of crime; however, over 50% of phone calls still refers only to domestic violence cases. Furthermore, in July 2020, the shelter for victims of domestic violence in Novo Brdo/Novobë rdë was also assigned a phone number to support victims of gender-based violence and domestic violence, particularly from non-majority communities.

According to the Istanbul Convention, in order to respond to the specific needs of women victims of gender-based violence, the helpline must ensure integrated provision across all forms of violence against women (VAW), whether it is through one dedicated helpline or through a set of helplines that specialize on specific forms. Consequently, the operators should be regularly trained on providing, inter alia, victim-centered and gender- sensitive psycho-social support to the victims who place the call. At present, only one of two operators in the VAAO central office in Prishtinë/Pritina have been partially trained on assisting gender-based violence/domestic violence victims while other Victim Advocates operating in seven regional centers in Kosovo as well as operators of the shelter helpline in Novo Brdo/Novobërdë have not received such training.

The duration of consultancy is fifteen (15) working days.


The objective of the training is to improve capacities of helpline operators and duty officers, located in VAAO as well as in the shelter for victims of domestic violence in Novo Brdo/Novobërdë in order to properlty assist and refer victims of gender-based violence/domestic violence to other service providers. That includes victim-centered emotional support based on the type of gender-based violence incident that the victim has experienced.

Tasks and Responsibilities

Under the supervision of the project and activity managers, the consultant will be tasked to deliver four two-and-a-half day trainings on psycho-social support to victims of gender-based violence/domestic violence for the operators of the VAAO helpline, VAs officers on duty placed in seven regional centers in Kosovo as well as operators of the helpline run by the shelter in Novo Brdo/Novobërdë. The training should be interactive to ensure engagement of the participants, with practical examples and case-studies and encompass the following topics:

What are the forms of domestic and gender based violence (including the emergency context)?

How to secure adequate physical space for service delivery (including official mobile phone in case of remote service provision)?

What is the difference between abuse of women and girls, children, elderly people and people with disabilities (including women with disabilities)?

What are the signs and consequences of domestic and gender based violence?

How to ensure immediate risk assessment and safety planning in line with victim’s needs?

Provision of minimal list of questions/issues to be considered for risk assessment and safety plan;
Provision of crises counseling;
Provision of first aid psycho social support (PFA);
Suggest mitigation and coping strategies;
How to support the victim: dos and don’ts;
Provision of adequate information on seeking help in order to leave the abusive relationship;
Ensuring follow up of the case;
Leaving an abusive relationship;
Life after leaving the abusive relationship;
Provision of referral to other GBV services in line with the survivor’s needs;
Tags domestic violence first responder gender based violence human rights mental health project manager psychosocial risk assessment trainings women and girls

Importance of helpline in times of COVID-19.


A detailed training plan and training materials for 2,5 days of training in-person or online, as situation allows

Theoretical and practical materials for the training prepared and agreed with the project and activity manager

Four 2,5 days trainings delivered as per the agreed plan

Final report with further recommendations and evaluation of the overall delivered training.

Method of delivery: in person, unless new COVID-19 restrictions are in place. In that case the training will be delivered online

Performance Indicators:

Detailed training plan and training materials delivered at least 5 working days before the training, to allow for translation

Four trainings of

5 days each are delivered according to the plan agreed with the project manager

Final report is prepared and delivered, with comments of the project and activity manager incorporated not later than five days after the conclusion of the last training

Necessary Qualifications

Master’s Degree in Psychology or related subject

Minimum 6 years of experience in the field of psychosocial and/or mental health work in local and/or international organizations, institutions or non-governmental organizations

Experience in training helpline operators and/or other first responders to GBV/DV and/or experience in providing psychological support to victims of GBV/DV is required

Sufficient knowledge of the international standards for provision of GBV psychosocial support over the helpline/hotline

Knowledge of local legal and policy framework on addressing GBV/DV is an advantage

Professional experience in a multi-cultural setting

Excellent communication skills

Demonstrated ability and willingness to work as a member of a team, with people of different cultural and religious backgrounds, different gender, while maintaining impartiality and objectivity

Fluency in English. Knowledge of Albanian and/or Serbian language is an advantage

Remuneration Package

Remuneration will depend on the qualifications and experience of individual experts as well as the detailed work plan to be agreed upon and will be based on the current OSCE consultancy rates.

How To Apply

In order to apply for this position you must complete the OSCE’s online application form, found under //‘>https: // Applicantare encouraged to use the online recruitment and only fully completed OSCE applications will be accepted. However, if you have technical difficulties with the system you may use the offline application form found under //‘>https: // and forward the completed form quoting the vacancy number by e-mail to:‘> In line with your qualifications please indicate preference to one or more field of expertise listed above (while using the online application the field of expertise preference can be indicated in the cover letter part). Kindly note that applications received after the deadline, submitted in different formats than the OSCE Application Form or in other languages than the English language would not be considered. The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious, ethnic and socialbackgrounds to apply.