Referral and Hotline System Consultant

Purpose

CARE is a leading relief and development non-governmental organization fighting global poverty. Established in 1946, it is now a confederation composed of 14 members and 4 affiliates. In 2016, CARE worked in 84 countries around the world, supporting development and humanitarian aid projects to reach more than 83 million people. While CARE is a large international organization with more than 11,000 employees worldwide, we have a strong local presence: 95% of our staff are nationals of the countries where our programs are run.

CARE International in Lebanon (CIL) is implementing a regional response to the Syrian Crisis to meet the immediate and most urgent needs of the women, men, boys and girls who have fled Syria. Launched in September 1st, 2018, the 2 years´ multi-country project “Strengthening access to protection, participation and services for women refugees, internally displaced people IDPs and host communities” is funded by the European Union Regional Trust Fund in Response to the Syrian Crisis, the EU “MADAD” Fund. The overall objective is to improve the livelihood, agency and legal and social protection for Syrian women refugees, IDPs as well as for women in the host communities in Lebanon. To address the multi-layered repercussions of the protracted refugee crises on women and girls, a consortium with credible and experienced national and international organizations was formed. In Lebanon the consortia is formed of EuroMed Feminist Initiative (EFI) , Care International Lebanon (CIL), Legal Action Worldwide (LAW) and Lebanese Women Democratic Gathering (RDFL). 

The Referral system Consultant has the responsibility to design, implement, and follow up on implementing referral system for CIL’s local partner (non-governmental organizations), after identifying and assessing the needs of the stakeholders. The aim is to support partner organization, so they can achieve better internal and external referral and hotline management, to operate more efficiently and ultimately to be more effective at serving the communities they support.

Mapping and referral system

• Map and assess services provided by partner’s departments.
• Assess any possible weaknesses and identify missing services that will be required for the referral system.
• Design and describe in details the structure of referrals for different services. This should include clear identification about people’s roles, responsibilities, paths, cycle and tool (forms …)
• Coordinate with CARE to ensure alignment with referral national SOPs. 
• Identify and describe necessary steps to put the referral system in place and involve staff into its use (database, training, implementation mechanisms…).
• On the basis of this, design the external referral system. Describe in detail the structure of referrals, including a clear identification about roles, responsibilities, paths, cycle and tools (templates and forms…).
• Develop a method for the follow up of cases within the designed referral system.
• Oversee the case flow and inter-departmental referrals as well as the overall functioning of the referral system at area level, including monitoring and overseeing that referrals are addressed in a timely manner;
• With the support of CARE, liaise with the partner’s SMT to insure the system is relevant and applicable to partner’s capacities.

Training staff

• Organize training on the use of the referral system including hotline for staff. Focusing on how to regularly update service mapping.
• Organize bilateral coaching sessions to focal points and staff on the referral system;
• Organize peer to peer sessions between focal points and staff as needed;
• Organize training sessions for new focal points (back up) on the referral system, with the support of relevant departments;
• Raise awareness on good safe identification and referral practices in line with the national SOPs.

Candidates with equivalent combination of relevant academic qualifications, professional training and progressive work experience

• proven experience in working with protection, hereunder Gender Based Violence (GBV), early child marriage (ECM) and Sexual Reproductive Health and Rights (SRHR), preferably an NGO setting;
• Strong understanding of the Lebanon political, legal, and social systems as related to protection and refugees as well as demonstrated experience in working in/collaborating with civil society as well as local authorities;
• Strong communication and organizational skills
• Provide alternative solutions when confronted with problems that may affect the goals or deadlines for the project(s).
• Ability and willingness to travel in Lebanon when needed.
• Provide alternative solutions when confronted with problems that may affect the goals or deadlines for the project(s).
• Work independently with minimal supervision.
• Read, comprehend and interpret written materials of moderate to complex difficulty.
• Records management systems (both automated and paper files) to ensure accurate maintenance of files and ease of retrieval.
• Communicate clearly and concisely, both orally and in writing.

Proficiency in the Microsoft Office. 

Proficient in Arabic and English

Consultancy 15-20 days 

• Knowledge of actors in protection/GBV fields
• Good interpersonal skills
• Ability to work independently
• Demonstrate fairness, integrity and impartiality
• Diplomacy, problem-solving and mediation
• Strong capacities in communicating with various partners and stakeholders (public and private institutions)
• Ability to work with youth communities
• Knowledge of setting workplans and following up on activities and timelines