ABOUT RI:

Relief International (RI) is a leading nonprofit organization working in 20 countries to relieve poverty, ensure well-being and advance dignity. We specialize in fragile settings, responding to natural disasters, humanitarian crises, and chronic poverty.

Relief International combines humanitarian and development approaches to provide immediate services while laying the groundwork for long-term impact. Our signature approach — which we call the RI Way—emphasizes local participation, an integration of services, strategic partnerships, and a focus on civic skills. In this way, we empower communities to find, design, and implement the best solutions for them.

Job Summary – Psychologist (Hotline-Based Service – Khartoum Office)

Under the supervision of the Protection Manager, the Psychologist will be responsible for delivering remote mental health and psychosocial support (MHPSS) services to individuals experiencing distress, trauma, or other psychosocial challenges through a dedicated hotline operating with an Interactive Voice Response (IVR) system. Based in the Khartoum office, the Psychologist will respond to calls from individuals across different locations who seek psychological support via the hotline.

Key responsibilities include conducting psychological assessments over the phone, providing crisis intervention, offering evidence-based therapeutic support, and referring callers to appropriate services when necessary. The role also includes follow-up support, collaboration with protection and health teams, and contributing to awareness efforts to destigmatize mental health. This position requires strong clinical judgment, excellent remote counseling skills, and a trauma-informed, culturally sensitive approach to care delivery.

ESSENTIAL JOB FUNCTIONS:

Roles & Responsibilities:

• Remote Psychological Support via Hotline:
  • Receive and respond to incoming hotline calls routed through the IVR system in a timely and professional manner.
  • Conduct psychological assessments over the phone using structured tools and interviews.
  • Identify symptoms of distress, trauma, anxiety, depression, or other mental health conditions.
  • Provide immediate psychological first aid and crisis intervention during emergency or acute calls.
  • Offer brief, supportive counseling and therapeutic interventions suitable for remote delivery.
  • Develop remote, individualized care plans based on the caller’s needs and risk level.
  • Schedule follow-up calls where necessary to ensure continuity of care and track progress.
• Case Management, Referrals & Coordination:
  • Refer callers to in-person MHPSS, GBV, protection, or health services as appropriate.
  • Coordinate with the case management team to ensure callers receive comprehensive support.
  • Maintain a database of referral services available in different localities.
  • Ensure that all cases requiring urgent attention are escalated immediately to the relevant focal point.
• Confidentiality & Documentation:
  • Maintain accurate, secure, and confidential records of each call, including assessments, actions taken, and follow-up notes.
  • Document trends and key findings to support reporting and analysis of mental health needs in the community.
  • Uphold client confidentiality and ethical standards in all interactions.
• Awareness & Community Engagement:
  • Support in raising community awareness on the availability and importance of the hotline service.
  • Contribute to IEC materials and outreach messages used in the IVR system or awareness campaigns.
  • Assist in identifying gaps in mental health knowledge and tailor messages to address them.
• Capacity Building & Internal Support:
  • Provide basic mental health training to hotline support staff, volunteers, and caseworkers when requested.
  • Participate in regular debriefings and case discussions with the Protection Manager and other relevant staff.
  • Stay updated with best practices in remote counseling, hotline management, and trauma-informed care.
• Monitoring, Evaluation & Learning:
  • Contribute to monthly and quarterly reports by providing data and qualitative input on hotline usage and client outcomes.
  • Participate in feedback collection and analysis to improve hotline service delivery and caller satisfaction.
  • Assist in developing and reviewing tools and protocols used for hotline-based MHPSS services.

Logistics

• Liaise, as necessary, with the programs, procurement and supply chain, logistics and finance staff to ensure MHPSS related items are procured, transported, stored, managed and accounted for correctly.

Safeguarding

• Uphold and promote RI’s commitment to ensuring the safeguarding and safety of the vulnerable communities we serve.
• Consistent with RI’s safeguarding and protection policies, ensure all people who come into contact with Relief International are as safe as possible.

Equity and Diversity commitment

• Demonstrate sensitivity and understanding of systemic diversity and cultural differences.
• Ensure that gender equity is addressed in our staffing and programming

Minimum Qualification, Skills and Experience Required:

· Minimum Bachelor’s degree in Psychology, Clinical Psychology, Counseling Psychology, or a related mental health field.

· At least 2-3 years of relevant experience in clinical or counseling psychology, preferably in trauma or crisis settings, or with a humanitarian organization.

· Demonstrated experience providing psychological assessments, diagnoses, and therapeutic interventions (individual, group, and family therapy).

· Proficiency in therapeutic approaches such as Cognitive Behavioral Therapy (CBT), Trauma-Focused Cognitive Behavioral Therapy (TF-CBT), or similar evidence-based therapies.

· Strong written and spoken Arabic, and local languages in the area of operation (added advantage).

·  Commitment to ethical standards, client confidentiality, and culturally sensitive mental health practices.

·  Excellent understanding of trauma-informed care, psychosocial support, and mental health case management.

·  Strong interpersonal, communication, and active listening skills.

·  Knowledge of the socio-cultural context and mental health challenges in the local area.

· Experience working with vulnerable populations, including survivors of trauma, violence, or displacement.

· previous experience with NGOs or humanitarian settings, with an understanding of the neutral status of an international NGO.

· Ability to travel to remote or insecure locations when required.

· Knowledge and adherence to organizational policies, including safeguarding and confidentiality protocols.

RI Values:

We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and operational independence. We affirmatively engage the most vulnerable communities. We value:

• Inclusiveness
• Transparency and Accountability
• Agility and Innovation
• Collaboration
• Sustainability