Rfp/hotliner

PRESENTATION OF HANDICAP INTERNATIONAL Handicap International is an independent and impartial international aid organization working in situations of poverty and exclusion, conflict and disaster. Working alongside persons with disabilities and other vulnerable groups, our action and testimony are focused on responding to their essential needs, improving their living conditions and promoting respect for their dignity and their fundamental rights. Handicap International is a not-for-profit organization with no religious or political affiliation. It operates as a federation made up of a network of associations that provide it with human and financial resources, manage its projects and implement its actions and social mission.   For more details on the association: http://www.handicap-international.org   Handicap International is composed of 3 operational divisions: Emergency Response Division (ERD) Mines Division Development Division   MISSION CONTEXT   The Emergency Response Division in Lebanon was created in April 2012.  The provision of support to health structure is provided directly by Handicap International physiotherapist and technical advisor.  The identification, assessment of the needs, referral and direct provision of services is done trough 18 outreach teams (composed of one social worker as case manager and one physiotherapist supported by 4 psychologists and/or psychosocial workers) and trough 4 fixed points in the communities (in community centers to allow more efficiency reducing the time to reach the beneficiaries). An additional team in Bekaa and North Lebanon will be focusing on the community sensitization, training to humanitarian workers and the identification of potential local partners. In Lebanon, the provision of household essential items including food, NFI and unconditional cash assistance to cover essential winter basic needs of the most vulnerable refugee newcomers will be done in HI area of intervention (54 villages in Central and West Bekaa) through current dedicated outreach teams and distribution teams.     ACCOUNTABILITIES   Line manager: Deputy Program Manager........................................................................... Line manager+1: Field Coordinator.................................................................................... In direct cooperation with: Project Officer & DVFP Teams, Deputy Field Coordinator …   RESPONSIBILITIES Objective 1: Guarantee daily management of hotline   Activities/Main duties: • Answer phone calls on Hotline number with respect and care • Proceed with a preliminary screening of calls, as per HI guidelines, in order to identify potential program beneficiaries and people in need of information or external referral • Keep track of all entering calls as per HI guidelines & formats • Refer the potential beneficiaries on waiting list to the Project Officer and collect the feedback received within the 7 days • Provide relevant information to callers if needed: information and orientation on the project services, basic information on available other organizations’ services • Take detailed note of any pending needs, complaints or issues reported by the callers; daily or weekly, as per requirements, share and review the calls logbook with managers and relevant colleagues. Objective 2: To demonstrate an ethic and professional practice   Activities/Main duties: • Respect beneficiary confidentiality • Respect and promote HI’s Policies and report to your line manager any no respect of HI’s policies amongst the teams or partners • Address needs and requests in a professional way • Report any incident or act that causes any harm to beneficiary or to others • Always interact with children with the presence of their parents or caregivers • Always respect a refusal of treatment. Objective 3: Report potential corruption and PSEA cases directly to Field Coordinator   Activities/Main duties: • Whenever received a call for PSEA or corruption complaint, immediately inform the Field Coordinator (or the Head of Mission in his absence) and maintain complete confidentiality of the call details Objective 4: Develop and maintain a complete map of services of international and local actors (in the cooperation with Deputy Field Coordinator)   Activities/Main duties: • Participate to external meetings, bilateral meeting and working groups, liaising and collecting information on services provided and referral pathways • Supporting DFCo in consolidating collected information on the map of services on regular basis • Disseminate a clear message of services provided by HI and referrals policies to DVFP teams and beneficiaries Objective 5: Referrals to external organizations   Activities/Main duties: • Inform social workers of the services available in their zone of intervention, the criteria of service provision and the information/documentation needed to proceed with the referral • Collect from social workers the cases identified for external referrals and all the needed information/documentation • Timely refer the cases to the relevant agency and follow up until a clear answer is given, including service provision to the beneficiaries referred • Feedback the social workers about the referrals feedbacks • Report on all the referral cases in the appropriate document, with a quality follow-up of each case Objective 6: Referrals received from external organizations   Activities/Main duties: • Reception of the referrals (external stakeholders, hotline, local resources) and distribution of the cases to the field teams, according to the location and the level of emergency • Report on all the referral cases in the appropriate document, with a quality follow-up of each case. • Send feedbacks to stakeholders within 15 days   Objective 7: Reporting   Activities/Main duties: • Update regularly and with precision all the follow up tools (hotline, referrals, map of service,…) • Produce weekly reports to your line management and advocacy reports after each activity you develop • Produce a reports elated to the activities under your responsibility and their analysis upon request of a manager • Report any problem or constraints and propose improvements of referral organization and strategy     REQUIREMENTS   Distinguish mandatory and desirable requirements Background: Social Background is an asset / NGO background is an asset. Languages: Arabic and English are mandatory French is an Asset Computer skills: Excel, Word, Outlook Personal qualities & soft skills: Work under Pressure, Team Spirit JOB CONDITIONS Remuneration: according to HI salary grid Starting date: ASAP Social insurance:Covered by Handicap Internationalccording to HI salary grid