Helpline Consultant

After the Beirut Port Blast, the Forum established a help desk where community members can seek support in the aftermath of the explosion. The help desk is run by two volunteers who receive calls 5 days a week. All community members who reach out to the hotline are referred on RIMS for potential services. Accordingly, the forum is currently seeking to contract a Helpdesk Consultant to support this effort and train volunteers.

The helpline Consultant will train and supervise the two volunteers, making sure they are aligned with AAP minimum standards.

Objectives:

- Offer monthly trainings to volunteers 

- Supervise the work of volunteers

- Ensure volunteers are aligned with AAP minimum standards

- Ensure volunteers are trained to handle all phone calls received from community members

- Assessment of the 18 months operations of the helpline and identification of current challenges

- Statistical load review of the phone calls received in the past 18 months

- Mapping of the agencies sharing the help line number to refer cases

- Review of the help line processes to make them more efficient

- Develop a code of conduct for the volunteers

- Performance evaluation of the volunteers