National Lifeline Operations Officer

I. General Description:
The main role of the National Lifeline Operations Officer is to perform all Lifeline Operational and administrative tasks and to ensure smooth and efficient running and sustainability of the operations of the National Lifeline.
The operations officer's duties include providing support to other managers, staff members and assist in managing daily office needs and general administrative activities

II. ORGANIZATIONAL VALUES

• Respect: To consider all individuals worthy of high regards and respect
• Integrity: To adhere to the highest moral and ethical principles in fulfilling Embrace’s mission
• Compassion: To understand another person’s condition from their perspective and strive to respond to their needs
• Inclusiveness: To actively include stakeholders in decision making and the implementation of Embrace’s strategic goals
• Accountability: To acknowledge and assume responsibility for all actions and decisions undertaken within the organization
• Ownership: To assume one’s responsibility towards their role and the organization, to problem solve and actively seek feedback in a proactive manner
• Collaboration: To actively seek feedback from members of the team and work collaboratively with team members inside the organization as well as engage external partners in fulfilling Embrace’s mission and vision

III. Major Duties and Responsibilities:

A. Operational Tasks

• Optimizes operations systems and processes of the Lifeline in support of the organization’s mission.
• Manages the operations of the National Lifeline in terms of ensuring shift occupancy, tracking shift-operator ratio, and following up with operators on their commitment.
• Monitors adherence to rules, regulations, and procedures appropriate to ensure the effective flow of operations at the National Lifeline.
• Ensures information sharing among internal teams in a manner that increases ownership and accountability.  
• Develops, implements, enforces, and evaluates policies and procedures in coordination with Lifeline General Manager.
• Ensures the growth and diversity of the Lifeline Team through participating in the screening and recruitment of new volunteers on a quarterly basis.
• Orients and guides new lifeline operators to the lifeline system, premises, punch-in, and lifeline rules and regulations.
• Coordinates with the App Developer regarding Lifeline Application, updates, software, hardware, and report any glitches or bugs.
• Coordinates IT support.
• Ensures call center office equipment are running smoothly and coordinates with outside suppliers when amendments and repairs as needed.
• Coordinates and supports the lifeline supervisors on any external capacity building trainings or workshops related to the activities of the National Lifeline.
• Ensures budget spending in accordance with grant allocations and grant timelines including all supporting documents related to budget spending.

B. Administrative Tasks

• Coordinates and organizes operators’ trainings conducted on a quarterly basis (contacting and scheduling applicants, screening CV’s, emailing candidates with the outcome, collecting data).
• Develops monthly reports on the National Lifeline Operational Data which includes operators’ commitment, supervisions and minutes of meeting.
• Coordinates with the Business Support Director on logistics including any maintenance needs such as Air Condition, Generator...
• Works closely with procurement (Business Support) to perform analysis of inventory and purchasing the right equipment as per the department budget plan.
• Coordinates product handling and storage requirements which includes completing purchases on a weekly/monthly basis the required F&B products/supplies.
• Organizes meetings, events, and gatherings in terms of agenda setting, time allocation, location booking and other logistic tasks as applicable.
• Tracks monthly inventory and order of cleaning office supplies and stationery.