Hotline Program Assistant

  1. Acting as a point of contact with RI participants

 

  • Receive calls on the RI’s hotline during the designated hours and fully document the communication on the complaints and feedback database.
  • Receive referred complaints, requests, and feedback from RI’s field staff and fully document them on the complaints and feedback database.
  • Attend meetings, trainings, distributions, workshops, forums, and other key events to collect feedback and complaints from project participants and key stakeholders,
  • Alert the Senior Accountability and Safeguarding Officer of any major complaints or reportable incidents received through RI’s accountability channels.
  • Ensure the confidentiality of information collected from beneficiaries
  • Report findings to Senior Accountability and Safeguarding Officer daily

 

  1. Documentation and Follow-up.

 

  • In collaboration with the Senior Accountability and Safeguarding Officer, s/he will follow and track daily and when needed received complaints/ requests and feedback through the accountability channels
  • In collaboration with the Senior Accountability and Safeguarding Officer, maintain and regularly update RI feedback/complaint database trackers
  • Coordinate with the Program teams when any request for information or support is collected for relevant intervention under RI’s programming
  • Support the Senior Accountability and Safeguarding Officer when relevant in conducting referrals to other organization using Referral Information Management System (RIMS) or other chosen modalities
  • Document and track referrals once made using the RI’s Referrals tracking sheet.

     

 

  1. Collaboration with Senior Accountability and Safeguarding Officer on disseminating information in field related to accountability:

 

  • Conduct field visits to attend meetings, trainings, distributions, workshops, forums, and other key events to disseminate information related to accountability, and RI feedback, complaints, and response mechanism (FCRM)
  • Update FCRM information sharing tracking sheet following the completion of FCRM session conducted to beneficiaries, and key stakeholders.
  • Conduct when needed and based on the length of the projects, accountability refreshers to beneficiaries to ensure their awareness of FCRM mechanism.

 

  1. Conduct additional data collection efforts as needed:

 

  • Support Senior Accountability and Safeguarding Officer in safe storage of hard and soft copy of data related to complaints, feedback, and referrals; filing of all completed hard and soft copies; and securing information by completing database backups.
  • Any other task as requested by the Senior Accountability and Safeguarding Officer or MEAL Manager.

 

Intervention Sectors
Relief Services
Location
  • Lebanon
  • Beirut
Application Deadline
Organisation
Relief International
Salary Range
800 to 1200 (USD)
Contract Type
Full Time
Application Submission Guidelines

To be considered for this recruitment, salary history, and 3 professional supervisory references (whom we may contact after interview) with the date of availability  to lebanonrihr@ri.org. Incomplete applications will not be considered. The email subject line MUST include the following to be considered: " Hotline Program Assistant - Beirut". 

Requires a Cover Letter?
No
Experience Requirements
1 to 2 years
Education Degree
Bachelor Degree
Education Degree Details
• Bachelor degree in social sciences, humanitarian, or any other relevant with commensurate work experience in related field
Arabic
Fluent
English
Fluent
French
None
Hide guidelines for wrong answers
No