Hotline Operator - South

Summary and Background:

The Hotline Operator will work under the direct supervision and reports to the Health Area Manager. S/he will provide operational support to IMC Disability Officer, leading the project aiming to assist in the referrals of cases identified during the previous months by the disability outreach volunteers.

Functions and responsibilities:

1. Hotline Responsibilities
   1. S/he will have hold of the hotline number assigned for the project, provided by IMC.
      1. S/he will ensure taking adequate necessary information from eligible beneficiaries (name, address, contact number, condition), and registering this information within databases (using MS Excel) prepared for the project,
      2. S/he will assist in the referral of cases recorded in the referral database to the nearest clinic to receive the needed services.
      3. S/he will answer incoming calls, and investigate eligibility of the calling beneficiary to benefit from the PWD project.

          

2. Field Visits Appointments
   1. S/he will assist in providing beneficiaries with physician’s schedule to assist in the facilitate appointments.
   2. She will assist with taking appointments from patients for the outreach activity.

3. Patient Follow-up
   1. S/he will follow up with beneficiaries to insure patient access to care and to record any challenges faced by patients and escalate such challenges to the HAM.

4. General
   1. Perform other duties as requested by line manager
   2. Adhere to all of IMC’s policies and procedures, including Code of Conduct and Security SOPs

Qualifications and Experience

Academic and professional

• Bachelor Degree in any social sciences/ health science/IT, preferably with a basic health knowledge.
• Related experience in call operations or customer services.
• Experience in working closely with community members throughout a program cycle

• Experience in or understanding of program accountability principles
• Knowledge of, respect and empathy for the communities we are working with
• Commitment to championing community and partner points of view
• Good interpersonal and influencing skills
• Non-discriminatory and readiness to involve men, women, girls and boys from diverse backgrounds, particularly the most marginalized segments of the community
• Very good listening and facilitation skills – capable of managing and facilitating group discussions with program participants, local officials, partners and all levels of staff
• Ability to mobilize people – to develop and maintain relationships with staff and communities to ensure their participation in International Medical Corps ways of working

Personal Skills

1. Excellent communication skills are essential
2. Highly organized
3. Able to work within a team and under stress

Language and Computer Skills

1. Good command of written and spoken Arabic and English.
2. Good command of Microsoft Word and Excel.