Hotline Intern

Unit:

MEAL

Category:

Internship

Work Location:

Based in Tripoli

Supervisor:

MEAL Specialist

Job Summary:

The Hotline Intern will support the MEAL Unit in delivering the MEAL Program Accountability plan. The MEAL Intern will have a key role in following up on the Referrals & Feedback Complaints Mechanisms Reporting System of CIL through mainly handling the hotline and relevant RFCM tools used.

Working Conditions:

This position will be located primarily in an office environment in Tripoli

Education

Social work, Communication, business administration.

Minimum Education Level:

A first level university degree

Proven Experience:

• Good understanding of humanitarian principles and humanitarian processes
• Demonstrated communication skills and ability to liaise with affected communities
• Demonstrated awareness and sensitivity to gender and diversity; experience and ability to live and work in diverse cultural contexts in a culturally appropriate manner; and capacity to make accurate self-assessment particularly in high stress and high security contexts.
• Experience in similar field/position is an advantage.

IT / Software / Technical Skills:

• Knowledge and facility with standard office computer systems and software, ability to use Microsoft Word and Excel, Power Point, Internet and e-mail skills are a must

Language Skills:

Language                Speaking                                Reading                  Writing

Arabic                     Fluent/Mother tongue             Desirable                   Desirable

English                   Fluent                                     Professional           Professional

Competencies  

• Able to work under pressure and manage variable workload
• Adapt to changing environment
• Demonstrate fairness and impartiality
• Verbal and written communication
• Team player
• Ability to strictly adhere to task deadlines
• Ability to manage/handle confidential information

Detailed Responsibilities & Tasks

He/ She will perform the following tasks:

• Hold a key responsibility managing the hotline number
• Ensure that all information related to the person calling are properly recorded and that every call is recorded in 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
• Track referrals through collecting, tracking, and following up on beneficiary feedback using the referral tools and database.
• Extract data from complaints boxes and enter into the databases
• Ensures efficient data transmission and archives for future reference
• Collect and organize list of beneficiaries
• Conduct phone survey whenever needed.
• Clean the data collected.
• Report to the MEAL Specialist any issues faced
• Answer to any needs or requests addressed by beneficiaries in a professional and timely manner.
• High commitment to confidentiality