Referrals Assistant - FOR NATIONAL CANDIDATES ONLY

Major Responsibilities: 

• In charge of the IRC PRoL Hotline; receive phone calls from beneficiaries requesting information about services available and/or refer beneficiaries to relevant service providers through the standardized referral system. 
• Coordinate with the IRC Sectors in BML including: Protection monitoring team, legal team, Cash for Protection team, WPE, CP, Education and ERD.
• In coordination with the referral officer and protection teams, network with social welfare providers in order to map service networks for referral and update it on a quarterly basis;
• Identify, establish and support referral mechanisms for services in areas of operation;
• Make referrals to relevant service providers including the UNHCR through standardized referral system and conduct regular follow-up with service providers on referred cases;
• Report each referrals into the adequate platforms to ensure comprehensive tracking of referrals;
• Uploading of relevant referral data onto JIRA in a timely and accurate manner.
• Conduct advocacy to local service providers regarding protection concerns in coordination with the Referral officer.
• Perform other duties, as needed or requested by the supervisor;  

Work Experience: 

• At least 2 years of experience in handling hotlines or community-based interventions. 
• Experience working with emergency response and refugee population preferred. 

Demonstrated Skills and Competencies: 

• Ability to maintain confidentiality, respect, non-discrimination and safety of clients at all times.
• Excellent interpersonal and problem-solving skills, creativity and flexibility.
• Ability to work autonomously, take initiative and responsibly escalate issues.
• Strong team spirit, comfortable in a multi-cultural environment.
• Flexibility in working overtime when needed and ability to handle pressure well.
• Good computer skills (Microsoft Word and Excel). 

Education:  Bachelor/Degree in Social work, Counseling, Psychology or other related field.
Language Skills:  Arabic fluency required, ability to communicate and write clearly in English strongly preferred