Hotline Operator Htl-001

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 outreach teams (composed of one social worker as case manager and one physiotherapist supported by psychologists and/or psychosocial workers) and trough fixed points in the communities (in community centers to allow more efficiency reducing the time to reach the beneficiaries). GLOBAL OBJECTIVE OF THE POSITION Under the line management of Referral Focal Point, the Hotline operator is responsible for receiving calls from refugees and host community and to refer them to the proper service they need. ACCOUNTABILITIES Line manager: Inclusion Officer Line manager+1: Deputy Program Manager In direct cooperation with: Social workers  RESPONSIBILITIES Objective 1: Guarantee daily management of hotline Activities/Main duties: Answer phone calls on Hotline number with respect and care Proceed with a preliminary screening of calls, as per HI guidelines, in order to identify potential program beneficiaries and people in need of information Keep track of all entering calls as per HI guidelines & formats Refer the potential beneficiaries on waiting list to the Project Officer and collect the feedback received within the 7 days 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, share and review the calls logbook with managers and relevant colleagues. Objective 2: Guarantee daily management of the Cash complaints Activities/Main duties:       Identify phone calls related to complaints on the Cash project Daily open cases for each request of assistance received according to given codification Transfer relevant cases to relevant person for follow up if direct solution is not possible and according to HI process Follow up of pending cases to ensure closure of cases within 7 days According to information provided by PO Cash, to carry out follow up with beneficiaries to ensure successful grant withdrawals Objective 3: Report potential corruption and PSEA cases directly to Field Coordinator Activities/Main duties: Whenever received a call for PSEA or corruption complaint, immediately inform the Field Coordinator (or the Head of Mission in his absence) and maintain complete confidentiality of the call details  Objective 4: To demonstrate an ethic and professional practice Activities/Main duties Respect beneficiary confidentiality Respect and promote HI’s Policies and report to your line manager any no respect of HI’s policies amongst the teams or partners 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 treatment.  Objective 5: Demonstrate willingness to improve professional competences and abilities to increase care quality Activities/Main duties Demonstrate motivation at work Demonstrate willingness to improve own knowledge and skills by participating actively in any training sessions, capacity building activities… Participate in the different activities that are common to all team members Respect each team member’s positions, work, and specialty Adapt to special situations or demands from supervisor (reporting, etc)  Note that this job description must remain flexible, to respond to additional tasks or changes as identified by the line manager.