National Programme Manager – Elder Helpdesk : HelpAge India

HelpAge India is secular, not-for-profit organization registered under the Societies’​ Registration Act of 1860. We were set up in 1978, and since then have been raising resources to protect the rights of India’s elderly and provide relief to them through various interventions. We voice the needs of India’s 100 million+ “grey”​ population, and directly impact the lives of many elders through our services each year. We advocate with national & local government to bring about policy that is beneficial to the elderly. We make society aware of the concerns of the aged and promote better understanding of ageing issues. We help the elderly become aware of their own rights so that they get their due and are able to play an active role in society.

Job Description: National Programme Manager – Elder Helpdesk

Location: New Delhi

Reports to: Mission Head – Agecare

Key Responsibilities:

Strategic Planning & Expansion:

• Design strategies to establish and expand Elder Helpdesks across different states and hospitals.
• Develop a SOP with reporting formats and establish a plan for overall monitoring and evaluation.
• Explore and facilitate the setup of new helpdesks in other locations, ensuring uniform service standards.
• Develop partnerships with Old Age Homes (OAHs), hospitals, and other key stakeholders to expand outreach services.

Team Management:

• Recruit, train, and manage a national team of Helpdesk assistants.
• Assign tasks, supervise, and ensure the smooth functioning of helpdesk teams.
• Organize team meetings and manage team duty charts and screening.

Operations & Service Delivery:

• Supervise the daily operations of helpdesks, ensuring the provision of effective services like health and social counselling for elderly individuals.
• Develop JD, TOR and KRA’s for the Helpdesk team.
• Oversee case interventions, including distress cases, legal aid, and emergency services.
• Coordinate with Old Age Homes, hospitals, psychologists, legal experts, and government officials to facilitate holistic care and ensure linkages.
• Linkages with govt. schemes and benefits of the elderly.

Data & Information Management:

• Set up and maintain basic infrastructure for managing information and knowledge.
• Carry out impact study across the various helpdesk locations.
• Ensure timely collation, supervision of data entry, and updating of records for all helpdesk locations.
• Prepare monthly performance reports, case studies, and ensure compliance with standard protocols.

Outreach & Publicity:

• Develop and implement strategies to raise awareness about Elder Helpdesk services.
• Organize outreach programs in partnership with local communities, healthcare institutions, and social welfare departments.

Coordination, Linkages & Networking:

• Establish and maintain relationships with local police, social welfare departments, BSNL, and healthcare providers for emergency services and distress interventions.
• Act as a liaison between HelpAge India, government bodies, and partner institutions.
• Linkages with stakeholders specifically linking the beneficiaries with various Government schemes.

Monitoring & Reporting:

• Conduct regular reviews of helpdesk performance and develop strategies for service improvement.
• Submit periodic reports to senior management, detailing the performance of helpdesks and documenting new initiatives.
• Manage all MIS-related documentation, including data presentation and report generation.
• Establish MIS and work with the technical team to integrate it with larger software and a national level dashboard.

Crisis Management & Emergency Services:

• Identify and maintain partnerships with organizations that can provide emergency support.
• Ensure that the network of support partners is regularly updated and expanded.

Innovation & Service Development:

• Continuously explore new opportunities for service expansion, particularly in rural and under-served areas.
• Develop innovative solutions to meet the evolving needs of elderly individuals, particularly the disabled, disadvantaged, and marginalized.
• Third party evaluation.

Qualifications & Skills:

• Proven experience in managing large teams and projects especially in Helpline and Helpdesk programs, preferably in healthcare or social service sectors.
• Strong leadership and organizational skills with the ability to coordinate with multiple stakeholders.
• Excellent communication and interpersonal skills for engaging with government officials, healthcare providers, and the elderly population.
• Proficiency in data management, report generation, and presentation skills.
• Interested candidates may apply within 15 days with full details of last salary drawn, expected salary, three references at hr@helpageindia.org.

HelpAge India is an Equal Opportunity Employer and considers applicants for all positions without prejudice to caste, religion or belief, sex, gender identity, disability or any other characteristics protected by applicable laws. HelpAge India is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity. For more information, visit www.helpageindia.org. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Due to the urgency of the position, interviews may be scheduled even before the closure of advertisement. Hence, interested candidates are encouraged to apply at the earliest. Please note that we will not be able to notify all applicants. Only short-listed candidates will be notified about the interview date.