Protection Referral Officer

• Immediately redirect any complaint to the Compliance Advisor at Coordination level;

Referrals Management:

• Answer the hotline calls with a professional and respectful attitude
• Welcome the office visits with a professional/confidential and respectful attitude
• Analyse each case to provide the callers/visitors with the relevant information or refer them to the staff in charge within PU-AMI or externally to other stakeholders;
• Fill the Referral Database with accurate data issued from calls, visits or referrals sheets from field staff;
• Fill-in the internal referral form in order to refer the case to the relevant department/person in charge;
•  Ensure that cases in need of external referrals (brought by project team) are referred and followed- up in a timely manner to identified external partner;
• Follow up on the cases with the relevant program team/external actors and fill the referral database with updates on the case on a regular basis;
• For internal referrals, revert to the beneficiaries with feedback and final result on their case;
• For incoming external referrals, shall forward the case to the appropriate internal department. Once a final decision on the case has been taken, revert back to the external partner;
• In case of referral to external partners, use the Inter Agency Form and forward it to the relevant organization. Once a final decision on the case has been taken revert back to the internal department;
• In coordination with the Program team, keep the services and services providers contact list up to date.

Data management and reporting

• To ensure that all data entered in the database and other relevant forms/documents is in English (translated from Arabic to English if needed)
• Ensure timely and correct data entry of the Phone/Visits logbook in the database;
• Do a proper archiving of the referral forms (internal and external);
• Organize on a weekly basis a meeting with the referral focal points of each PU-AMI team to ensure a proper follow up of the cases referred; Organize on a regular basis exchanges on best practices, challenges and recommendations with peers at base and mission level;
• Report to the Deputy Field Co or Field Co and Protection Coo on those meetings and related action points;
• Produce weekly/monthly analytical reports on referrals and any other data analysis as per the line manager request.
• Flag out to direct manager relevant delays or challenges linked to internal or external referals.

Internal and external coordination

• Cultivate and maintain vibrant referal network with key agencies and partners for the complementary support and regula communication;
• To feed and update the matrix of partners per sectors with implemented activities and eligibility criterias;
• To make sure that information about the matrix of partners is accurate and reliable.

The tasks and responsibilities defined in this job description are non-exhaustive and can evolve depending on the project’s needs.