Hotline Operator

Duties:   Management of hotline number -       Answer to phone calls on Hotline number -       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 project services. -       Transfer the cases to social workers -       Keep track of all entering calls’ details in an excel document        2. Demonstrate an ethic and professional practice: -       Respect beneficiary confidentiality. -       Respect and promote SEED’s policies -       Address 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 caregivers -       Always respect a refusal of intervention.   KNOWLEDGE   Knowledge on social assistance, vulnerability and disability, medical illness and emergency needs.   SKILLS   Good communication and listening skills Common sense Proactive Excellent computer skills ( EXCEL) mandatory   PERSONAL QUALITIES   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 Flexibility and availability Interest for psychosocial work and field work Willingness to learn new skills and/or approaches Good capacity to interact with members of the team and different communities   EXPERIENCE   Professional experience in data and monitoring is mandatory INGO/LNGO working experience is an asset At least one year of professional experience in social field