Referral Focal Point

GLOBAL OBJECTIVE OF THE POSITION Ensure the proper management and efficiency of the referral system in the DVFP project -Disability and Vulnerability Focal Point, for population affected by the Syrian crisis, and especially the most vulnerable ones within the refugee community.   HIERARCHICAL RELATIONSHIPS  Line manager: DFVP Project manager Line manager+1: Field coordinator Functional links: DVFP project officers (Tripoli, hospital and Akkar), database officer    TASKS DESCRIPTION Under the direct supervision of the DVFP Project Manager , you will be responsible for : Management of referrals from external actors to Handicap International Management of referrals from Handicap International to external actors Management of HI hotline Coordination and information sharing on humanitarian services for the Syrian refugee population Coordination of referrals between other HI teams (Tripoli, Akkar and medical centers)    1.    Management of  referrals from external actors Reception of the referrals (mostly by email) and distribution of the cases to the Project Officers, according to the geographical areas and the levels of emergency With the support of the Project Officers, report and follow up all the referral cases in the appropriate document (actions done by DVFP teams) Send feedbacks on referrals to stakeholders   2. Management of referrals from Handicap International to other actors Reception of referrals from the Project Officers Liaise with other service providers to support referrals and ensure follow up of the referrals done Report on all the referral cases in the appropriate document, with a quality follow-up of the cases (successful/not successful) Ensure quality of referral tools (general follow up, referral forms…) Participate to the adaptation of referral strategy to ensure a quality services to beneficiaries Provide regular feedbacks to Project Officers    3.    Management of HI hotline number Answer to phone calls on Hotline number (mainly from Syrian refugees in need of assistance) Identify the profiles, needs and expectations of the callers. Take detailed note of any pending needs, complaints or issues reported by the callers. Provide relevant assistance to callers if needed: accurate information and orientation on Handicap International services or any other humanitarian services in North Lebanon. Distribution of the cases to the Project Officers, according to the geographical areas and the levels of emergency Keep track of all entering calls’ details in an excel document    4.    Liaison with stakeholders and identification of the different services provided at local level After validation of DVFP PM, meet on regular basis the different stakeholders Identify the different services the local stakeholders are providing with a systematic approach Complete a detailed mapping of the stakeholders and the available services /gaps in services Work in close collaboration with Project Manager and Project Officers by sharing information on actors activities to ensure an appropriate and coherent referral strategy Report any problem or constraints to DVFP PM and propose improvements of referral organization and strategy    5.    Coordination of referrals between HI different projects Report in the appropriate documents the assessments made by the respective teams and the needs in internal referrals Follow-up and coordinate the internal referrals between the teams In collaboration with the database officer, ensure there are no double-counting of beneficiaries between the different project’s teams   KNOWLEDGE Mandatory : Social work Knowledge of humanitarian and social actors in North Lebanon   Preferable : Protection Physical rehabilitation Psychosocial Vulnerability and/or Disability field   SKILLS Strong planification/organization skills Excellent communication and listening skills Diplomacy Good computers skills (Pack Office) Good reporting skills (English)   LANGUAGES Arabic English French is an asset   PERSONAL QUALITIES Adaptation to specific working conditions Sense of relationship and responsability Capacity to work in team and autonomously Capacity to work in an multidisciplinary and multicultural team Capacity to support high workload Flexibility and availability Dynamism, high level of motivation Interest for social work, disability field and psychosocial field Willingness to learn new skills and/or approaches Good capacity to interact with members of the team and different communities Proactive and sense of initiatives Common sense   EXPERIENCES   Mandatory : INGO/LNGO working experience required Experience in social, disability, health or protection field   TIME SCHEDULE  The working hours are the following: 8:30am – 5:30pm Monday – Friday. Please note that the timing remain flexible upon request of the line manager, and can be up to 48 hours per week.