Hotline Officer

Goal / Purpose:   Under the supervision of the Monitoring   and Evaluation (M&E) Manager or M&E Coordinator, the Hotline officer will   manage the information and complaints mechanisms for Solidarités International   (SI) programs .     Responsibilities: Management of the hotline number: Ensure that all   information related to the person calling are properly recorded and that   every call is recorder 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.   The above list is a non   exhaustive one, nor limitative. You could be asked other   responsibilities and tasks within the framework of your job on demand of the   M&E Manager/ M&E Coordinator.   ORG CHART POSITION (reporting and functional relationships) Line manager: M&E Manager/M&E Coordinator Line report(s) on base: - M&E Manager/M&E   Coordinator Functional manager: - Field Coordinator Tripoli Functional report(s):  -