Rfp/hotliner-2 Weeks

PRESENTATION OF HANDICAP INTERNATIONAL Handicap International is an independent and impartial international aid organization working in situations of poverty and exclusion, conflict and disaster. Working alongside persons with disabilities and other vulnerable groups, our action and testimony are focused on responding to their essential needs, improving their living conditions and promoting respect for their dignity and their fundamental rights. Handicap International is a not-for-profit organization with no religious or political affiliation. It operates as a federation made up of a network of associations that provide it with human and financial resources, manage its projects and implement its actions and social mission.   For more details on the association: http://www.handicap-international.org   Handicap International is composed of 3 operational divisions: Emergency Response Division (ERD) Mines Division Development Division   MISSION CONTEXT   The Emergency Response Division in Lebanon was created in April 2012.  The provision of support to health structure is provided directly by Handicap International physiotherapist and technical advisor.  The identification, assessment of the needs, referral and direct provision of services is done trough 18 outreach teams (composed of one social worker as case manager and one physiotherapist supported by 4 psychologists and/or psychosocial workers) and trough 4 fixed points in the communities (in community centers to allow more efficiency reducing the time to reach the beneficiaries). An additional team in Bekaa and North Lebanon will be focusing on the community sensitization, training to humanitarian workers and the identification of potential local partners. In Lebanon, the provision of household essential items including food, NFI and unconditional cash assistance to cover essential winter basic needs of the most vulnerable refugee newcomers will be done in HI area of intervention (54 villages in Central and West Bekaa) through current dedicated outreach teams and distribution teams. ACCOUNTABILITIES Line manager:  Program Manager........................................................................... Line manager+1: Field Coordinator.................................................................................... In direct cooperation with: Deputy Program Manager& DVFP Teams, Deputy Field Coordinator … RESPONSIBILITIES Objective 1: Guarantee daily management of hotline Activities/Main duties: Answer phone calls on Hotline number with respect and care Keep track of all entering calls as per HI guidelines & formats Provide relevant information to callers if needed: information and orientation on the project services, basic information on available other organizations’ services Take detailed note of any pending needs, complaints or issues reported by the callers; daily or weekly, as per requirements Objective 2: Referrals to external organizations Activities/Main duties: Collect from social workers the cases identified for external referrals and all the needed information/documentation Timely refer the cases to the relevant agency and follow up until a clear answer is given, including service provision to the beneficiaries referred Feedback the social workers about the referrals feedbacks Report on all the referral cases in the appropriate document, with a quality follow-up of each case   Objective 3: Referrals received from external organizations Activities/Main duties: Reception of the referrals (external stakeholders, hotline, local resources) and distribution of the cases to the field teams, according to the location and the level of emergency Report on all the referral cases in the appropriate document   Objective 4: Reporting Activities/Main duties: Update regularly and with precision all the follow up tools (hotline, referrals, map of service,…)   Note that this job description must remain flexible, to respond to additional tasks or changes as identified by the line manager.   QUALIFICATION/ REQUIREMENTS   Distinguish mandatory and desirable requirements Background: Social Background is an asset / NGO background is an asset. Languages: Arabic and English are mandatory French is an Asset Computer skills: Excel, Word, Outlook Personal qualities & soft skills: Work under Pressure, Team Spirit