Hotline & Referral Officer

Under the supervision of Field Coordinator, the Hotline & Referral Officer will manage the information and complaints mechanisms for Solidarités International (SI) programs in Bekaa. Management of the hotline number: Ensure that all information related to the person calling are properly recorded and that every call is recorded on the hotline database. Responsible for the proper implementation of all hotline operating procedures and refer all cases to the appropriate manager according to those procedures.  Ensure the follow-up of all cases referred to the management team until the closure of the case. Address beneficiaries queries through the hotline In a professional manner and provide accurate information on SI programs or referral mechanisms. Ensures efficient data transmission and archives for future reference and submits timely complaints reports     Ethic and professional practice:   High commitment to confidentiality. Answer to any needs or requests addressed by beneficiaries in a professional and timely manner. Respect and promote SI’s policies and report to the line manager any non-respect of SI’s policies.