Referral Clerk

Première Urgence – Aide Médicale Internationale is a not-for-profit, non-political and non-religious NGO. Its objective is to bring about a global response to the basic needs of populations suffering from acute humanitarian crisis and to allow them to recover their autonomy and dignity. PU-AMI’s involvement in the Syrian Crisis is strong, with a wide range of programs implemented in most of the countries affected by the conflict.   PU-AMI’s main objective in Lebanon for the years 2015/2016 is to provide a protection-based holistic response, covering the basic needs of refugees and host communities in Beirut, Saida, Mount Lebanon and Akkar districts.   A multi-sectorial portfolio of activities (Psychosocial, Education, Health, WASH, Food Security, Infrastructure, Shelter Rehabilitation and IS/CS Management - Protection) is addressing refugees and host population’s vulnerabilities, by enabling individuals and communities to achieve respect for rights in safety and dignity.   PU-AMI is also seeking more sustainable and cost-efficient modalities of implementation, mainly by building partnerships with local organizations and existing public entities, which will contribute to bridge the humanitarian assistance delivered to refugees with specific community support projects, in order to strengthen the social cohesion between communities.   Consequently, PU-AMI’s 2015-2016 Country Strategy is based on 2 programs: -        A Humanitarian Assistance Program: providing a protection-based humanitarian material assistance and services to the most vulnerable refugees and people affected by the Syrian Crisis. -        A Resilience Program: developing and strengthening community-level infrastructures as well as supporting household-level economic empowerment and well-being, with regards to specific poor and vulnerable groups, including women and people with disabilities.   POSITION GENERAL INFORMATION   Position: Referral Clerk Based in: Beirut   Supervision   Under the direct supervision of:        AME Team Leader   Under the overall supervision of:      Base Programme Coordinator   OVERALL MISSION   General objective The Referral Clerk is responsible for receiving and recording the calls of the hotline and ensuring the correct and timely computerization of all referral data collected at field level by the project staff.  This role is at the front line of ensuring an adequate response to enquiries, complaints and referral of needs.  As such, it is an essential part of ensuring that PU-AMI is accountable to its beneficiaries.  Responsibilities and tasks   1.      Hotline Management Ø To answer the hotline calls 5 days a week between 8am and 4pm Ø To identify the callers’ needs and respond to them according to the PU-AMI Feedback and Response Guidelines Ø To enter the call information into the Referral database Ø To maintain a professional and caring, supportive, approach to beneficiaries at all times whilst limiting phone calls as much as possible to the essential information Ø To maintain confidentiality about beneficiary information according to PU-AMI protocols Ø To request additional information from AME Team Leader when s/he requires it, in order to better inform the beneficiaries Ø To plan for adequate hotline cover at all times (during lunch breaks, meetings, leave periods, etc.) through liaison with the other Referral Clerk and AME Team Leader   2.      Data Entry Ø To enter data in the  Referral Database from Referral Forms provided by field teams in a timely and accurate manner Ø To request further information when it is missing or follow up with the household to gather the missing information Ø To assess and correctly classify the cases according to urgency Ø To archive the forms securely according to submission date Ø To provide additional Data Entry support to the AME team as required   The tasks and responsibilities defined in this job description are not exhaustive and can evolve depending on the project needs.   QUALIFICATIONS   Mandatory requirements Language Skills            :  Fluent in Arabic, (speaking/reading/writing).  Ability to read and type in English Education Degree       :  University degree or Technical diploma Work experience        :  Experience in NGOs / Private Sector Computer Skills           : Excellent knowledge of Word, Excel and Access (Data Manipulation and Report generation) Very Good Typing Skills   Assets Other  knowledge       : Acquaintance with INGO' rules, procedures and regulations Interest                             : Work in relief, interest for refugees issues Transversal skills -          Honest and trustworthy -          Good communication skills and sympathetic approach -          Reliable, rigorous and well organised -          Able to manage priorities, take initiatives and work without constant supervision