Provincial Referral Support Officer - Quetta

Pakistan Centre for Philanthropy; Quetta City Tehsil; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

Relief International is seeking a Provincial Referral Support Officer to coordinate access to MHPSS, health, protection and other services across RI's districts in Pakistan. You will maintain service directories, manage referrals, and support access with consent-based arrangements, transport, and language support.

Under the Provincial MHPSS Coordinator, you will ensure continuity of care, track referrals, and escalate urgent cases per approved protocols, while safeguarding participant

Qualifications

• Bachelor's degree in Social Work, Psychology, Public Health, Nursing, Social Sciences or a related discipline.
• At least four years of relevant experience in referral coordination, service navigation, protection or health programme support.
• Ability to coordinate across providers, arrange accessible assistance and follow up referrals with respect for participant choice and confidentiality.
• Understanding of safeguarding, informed consent, and escalation procedures.
• Proficient in English and Urdu; travel within the province required.
• Experience in MHPSS, disability-inclusive services, hospitals or community health networks.
• Training in Psychological First Aid or protection-sensitive referrals is preferred.

Responsibilities

• Maintain a regularly verified district service directory with provider contacts, services, referral criteria, fees, opening hours, accessibility, language support and emergency availability.
• Coordinate referral arrangements and feedback with receiving providers.
• Record service gaps and explore alternative options when a provider cannot accept referrals.
• Orient district, center, mobile and hotline teams on current pathways, referral forms and practical arrangements; ensure staff understand escalation.
• Receive referrals, confirm consent, assess practical access and protection risks before external visits.
• Explain service options, costs and available assistance; arrange transport, accompaniment, interpretation and accommodations.
• Support women and girls, persons with specific needs and vulnerable groups to overcome practical barriers without making access conditional.
• Keep participants informed of delays or changes and respect their decision to decline a referral; consult the responsible specialist for escalation when immediate safety concerns arise.
• Track each referral through receipt, appointment, attendance and agreed outcome; use safe contact preferences and minimal confirmation.
• Follow up missed appointments and unresolved access barriers; agree next steps with the participant and referring professional.
• Immediately connect urgent concerns to the designated clinician or emergency service; do not diagnose or provide clinical advice.
• Coordinate handover between mobile teams, centers, hotline and external providers; support transition to routine emergency services.
• Maintain a secure coded referral tracker; keep clinical notes outside general records; protect sensitive information.

Skills

English

Urdu

Communication

Travel

Excel

Database skills

Education

Bachelor's degree in Social Work

Tools

Excel

Secure database skills

Job description

This position is open on a rolling basis and will be filled upon the availability of a suitable candidate.

Context

Relief International (RI) is an international non-profit organization that partners with communities impacted by climate change and disaster to save lives, build greater resilience and promote long-term health and wellbeing.

Our team of more than 7,000 staff and local volunteers work in 15 countries across Africa, Asia, and the Middle East, providing Health and Nutrition, WASH (Water, Sanitation, and Hygiene), Education and Livelihoods programming that creates the foundation for community resilience.

We do this by working with local actors to develop safe and inclusive local programming that is evidence based, conflict sensitive, climate smart, and reaches those in need.

Relief International is an alliance of four organizations with one shared mission, comprised of Relief International, Inc., Relief International-France, Relief International-UK and Relief International-Europe, which operate under a one-team concept under a single senior leadership team.

In Pakistan, RI works with government institutions, communities, local organizations and humanitarian partners to deliver safe, inclusive and accountable programs across protection, mental health and psychosocial support (MHPSS), education, health, livelihoods and WASH, including programming in Khyber Pakhtunkhwa and Balochistan.

Job Profile

The Provincial Referral Support Officer coordinates safe, timely access to specialist MHPSS, health, protection, legal and other essential services across the assigned RISE districts. The Officer maintains service information, arranges consent-based referrals and practical access support, and follows referrals through to an agreed outcome. Working under the Provincial MHPSS Coordinator, the Officer helps reduce barriers and improve continuity of care. Qualified clinicians and other specialists retain responsibility for assessment, treatment, risk decisions and professional case closure.

Key responsibilities

Context background

The RISE project provides community-based and layered mental health and psychosocial support (MHPSS). Services promote wellbeing, coping, daily functioning and earlier, safer help-seeking through outreach, wellbeing centers, mobile clinics, home-based support, hotline services and referrals. Access is voluntary and based on assessed vulnerability and approved eligibility criteria. The role supports routine preparedness and approved emergency material assistance where applicable

A. Service Mapping and Referral Arrangements

• Maintain a regularly verified district service directory covering provider contacts, services, referral criteria, fees, opening hours, accessibility, language support and emergency availability.
• Support the Coordinator to agree referral arrangements, focal points, response expectations, safe information exchange and feedback procedures with qualified receiving providers.
• Check provider availability before referral, record service gaps and agree alternative options with the referring specialist when a provider cannot accept a participant.
• Orient district, center, mobile and hotline teams on current pathways, referral forms and practical arrangements; ensure staff understand when urgent clinical or protection escalation is needed.

B. Participant Navigation and Accessible Support

• Receive referrals from authorized staff; confirm participant preferences and consent and assess practical access and protection risks, including documentation concerns, enforcement exposure and restricted mobility, before proposing an external facility visit.
• Explain service options, costs and available assistance accessibly. Arrange approved safe transport, accompaniment, interpretation and disability-related accommodations; agree RI-managed mobile, home-based or remote options with the responsible clinician when external access may increase risk.
• Support women and girls, persons with specific needs, female-headed households and people experiencing psychosocial distress to overcome practical barriers without making access conditional on unrelated services.
• Keep participants informed of delays or changes and respect their decision to decline a referral; consult the responsible specialist where immediate safety concerns require the approved escalation pathway.

C. Follow-up, Urgent Escalation and Continuity

• Track each referral through receipt, appointment, attendance and agreed outcome, using the participant's safe contact preferences and minimum necessary confirmation from the receiving provider.
• Follow up missed appointments and unresolved access barriers without repeated intrusive contact; agree next steps with the participant and referring professional.
• Immediately connect urgent concerns to the designated clinician, protection specialist or emergency service under approved protocols. Do not diagnose, prescribe, counsel clinically or provide legal advice.
• Coordinate handover between mobile teams, centers, hotline and external providers. Following emergency response activation, support transition to routine emergency services or another qualified provider.

D. Records, Costs and Accountability

• Maintain a secure coded referral tracker showing consent, dates, provider, status, follow-up and access support; keep clinical notes and sensitive protection details outside general referral and MEAL records.
• Record unique people and repeat referral contacts accurately; distinguish routine and emergency assistance and apply approved deduplication rules with MEAL colleagues.
• Prepare cost requests and supporting documentation for approved transport, accompaniment or service assistance; reconcile expenditure with Finance and report discrepancies without approving personal requests.
• Explain feedback options and confidentiality limits, protect records during transfer and retention, and report sensitive complaints, suspected exploitation or data breaches through designated channels.

E. Coordination and Service Improvement

• Provide routine summaries of referral demand, waiting times, completion, unresolved barriers and accessibility needs using de-identified information and agreed indicator definitions.
• Participate in coordination and supervised case discussions, document actions and use participant feedback to recommend practical improvements to referral quality and continuity.
• Maintain preparedness contacts and contingency referral options; observe security procedures and undertake delegated duties consistent with the role and approved scope.

F. Professional conduct and teamwork

• Uphold RI’s Code of Conduct and prevention of sexual exploitation, abuse and harassment requirements; report concerns promptly through designated channels.
• Participate in staff wellbeing and learning activities, follow security procedures and perform assigned duties within professional competence.

5. Qualifications

• Bachelor's degree in Social Work, Psychology, Public Health, Nursing, Social Sciences or a related discipline.
• At least four years of relevant experience in referral coordination, service navigation, protection or health programme support, preferably in a humanitarian setting.
• Demonstrated ability to coordinate across providers, arrange accessible assistance and follow up referrals with respect for participant choice and confidentiality.
• Understanding of safeguarding, informed consent, professional boundaries, urgent escalation and safe management of sensitive participant information.
• Effective written and spoken English and Urdu, practical Excel and secure database skills, and ability to travel regularly within the assigned province.
• Experience supporting MHPSS, disability-inclusive services, hospitals or community health and protection referral networks.
• Training in Psychological First Aid, protection-sensitive referrals or accountability to affected populations.
• Ability to communicate in Pashto or Balochi or other languages used in the assigned project areas.

Behavior and Conduct

• Maintain the highest standards of behavior inside and outside work and uphold RI's Code of Conduct, safeguarding policies and humanitarian principles.
• Model ethical leadership and create an environment in which staff and communities can raise concerns safely and without retaliation.
• Ensure that personal actions and those of managed teams do not compromise the safety, dignity, rights or confidentiality of staff, partners or communities.
• Report and respond to concerns promptly through the appropriate RI channels.

RI Values

Guided by the humanitarian principles of humanity, neutrality, impartiality and independence, as well as Do No Harm, Relief International values:

• Integrity
• Inclusivity
• Sustainability