Helpline and Accountability Assistant

CARE established its presence in Lebanon in 2006 and has been responding to the Syrian Crisis since late 2012. Among CARE’s key imperatives is putting people it serves first through implementing cutting edge programming in areas it operates. CARE currently carries out activities in Beirut, Mount Lebanon, Akkar, North Lebanon, South Lebanon, and the Beqaa Valley. CARE implements both emergency and development projects contributing to livelihood, food security, protection, gender, shelter, and water, sanitation and hygiene. It targets the most vulnerable people and populations, both host communities and refugees. Over the course of 7 years, it has supported over than half a million beneficiaries.

In Lebanon, CARE’s program strategy for the upcoming years will focus on strengthening and expanding its emergency response and capacity to provide basic assistance services while pursuing development projects in areas of food security and livelihood support, gender and protection. CARE intends to maintain its presence in all areas of Lebanon.

 CARE Lebanon has scaled up rapidly over the past few years and today it has about 90 staff members, with more than 15 different local/international partner organizations. 90% of the team is composed of national staff, with a symbolic number of international members.

The Helpline Operator assistant is the first line of support to callers in need of information about humanitarian services, including urgent and sensitive information about GBV services, or those wanting to make a complaint about CARE’s services, or report incidents of sexual exploitation and abuse. The Helpline Operator assistant will provide information and conduct referrals where appropriate and be able to deliver Psychological First Aid if necessary.

Specific Duties and Responsibilities

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

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.
• 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).
• Experience working in a multidisciplinary team, and specifically with gender technical advisers.
• 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 environment

 Experience

At least   1-3  years of relevant experience, especially at NGOs, academic organizations, standard-setting bodies, and public agencies focused on protection and gender.

Academic background:

Bachelor’s degree in one or several of the following areas: Social work/ Humanitarian/ development

Language:

English and/ or Arabic are the working language of CARE International in Lebanon.

Knowledge of other languages is an asset.

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.