Helpline and Accountability Assistant

JOB RESPONSIBILITY:

Helpline Operation (100% of time)

• Be responsible for the proper implementation of all helpline 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 helpline in a respectful and professional manner.
• Provide information directly to GBV survivors respecting confidentiality and the survivor-centred approach
• Ensure that non-GBV information relevant to the caller’s requests are properly recorded to ensure quick and appropriate referrals
• Offer Psychological First Aid to callers in distress
• Track referrals through collecting, tracking, and following up on beneficiary feedback using the referral tools and database.
• Ensures efficient data transmission and archives for future reference
• Conduct phone survey whenever needed.
• Clean the data collected.
• Report to the MEAL unit if any issues faced
• Seek support from the Gender and Protection Coordinator if issues arise
• Prioritize protection principles, respect and confidentiality in responding to callers

a. Skills & knowledge:

• Experience in protection, case management and/or GBV programming including knowledge of the GBV survivor-centered approach, providing psychological first aid (PFA), handling referrals, and similar field/position is an advantage.
• Extensive knowledge in 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.
• Preferably trained on prevention of sexual harassment, exploitation and abuse (PSHEA).
• Extensive experience interacting with and relating to gender professionals and international stakeholders at senior level.
• Team player with strong interpersonal skills, with the ability to build strong internal relationships and networks.
• Motivated self-starter who enjoys working in a collaborative and international environment

PSEA and Save Guarding Child policy

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.

CARE International in Lebanon and its employees and stakeholders abide by the CARE International Protection from Sexual Exploitation and Abuse (PSEA) and Child Safeguarding Policies.