Helpline Assistant - North

ROLE PURPOSE: As a member of the Monitoring, Evaluation, Accountability and learning (MEAL) team and reporting to the MEAL Coordinator, the helpline Assistant is responsible for managing SCI help line number by receiving complaints and feedback phone calls.  The help line operator is also responsible to log the detailed notes of each call and track all calls’ details in the complaints and feedback database. SCOPE OF ROLE: Reports to:  Field MEAL Coordinator   KEY AREAS OF ACCOUNTABILITY   1.    Management of SCI helpline numberAnswer to phone calls on helpline number (mainly from Syrian refugees in need of assistance)Identify the profiles, needs and expectations of the callers.Take detailed note of any pending needs, complaints or issues reported by the callers.Provide relevant assistance to callers if needed: accurate information and orientation on the sectors’ services.Transfer the cases to the concerned program manager depending on the category of the complaint.Keep track of all entering calls’ details in the complaints and feedback database. 2.    Demonstrate an ethic and professional practice:Respect beneficiary confidentiality.Respect and promote SCI’s PoliciesAddress needs and requests in a professional way.Report any incident or act that causes any harm to beneficiary or to others.Always interact with children with the presence of their parents or caregiversAlways respect a refusal of intervention.  QUALIFICATIONS AND EXPERIENCE At least one year of professional experience in data and monitoring University degree related to Data collection and analysis is an asset Knowledge on social assistance and vulnerability is an asset Good communication and listening skills Excellent computer skills (EXCEL) mandatory Adaptation to specific working conditions Capacity to work in team and autonomously Capacity to work in an multidisciplinary and multicultural team Dynamism, high level of motivation Interest for psychosocial work and field work Willingness to learn new skills and/or approaches Professional experience in data and monitoring