Call for Roster of Hotline Attendants

About Mercy Corps

Mercy Corps exists to alleviate suffering, poverty, and oppression by helping people build secure, productive, and just communities. The agency pursues its mission through emergency relief services, sustainable community development, civil society and economic development initiatives. Mercy Corps has been present in the Middle East since the 1980s and currently has offices in Yemen, Lebanon, Palestine, Jordan, Syria, Iraq, Egypt and Libya. Working in Lebanon since 1993, Mercy Corps has implemented community development programs focused on promoting economic development and increased opportunity for disadvantaged communities, while responding to emergencies as they emerged in the country.  In 2012, the program portfolio partially shifted in response to the massive refugee influx from Syria and Mercy Corps in Lebanon has solidified its emergency response programming while integrating longer-term development programming by focusing on key sectors: Protection, Water Sanitation and Hygiene (WASH), Governance and Conflict, and Livelihoods. 

Program Performance & Quality (PaQ)

The Program Performance and Quality (PaQ) team collaborates with program teams, supporting departments and partners to use evidence to design and deliver relevant and impactful programs that improve the lives of program participants. The PaQ team supports team development and assists teams to design and implement robust monitoring, evaluation, and accountability systems that prove impact, inform areas for improvement, and ensure accountability to the principles of good program management, as well as to our end participants and other stakeholders.

The PaQ team manages MC Lebanon’s Community Accountability Reporting Mechanism (CARM), 3assama3.

Scope of Work

Mercy Corps in Lebanon is building a roster of individuals to be contracted as daily workers on an ad hoc basis to act as 3assama3 hotline attendants and support the PaQ team handle calls, Whatsapp messages and requests for assistance. 

Important: This is not a full time job offer. Interested candidates will be included in Mercy Corps’ roster and will be called on an ad hoc basis to assist for a certain number of days, depending on needs and on their own availability. 

Tasks include

• Assisting in handling 3assama3 hotline and ensuring all calls are received and responded to; 
• Record all feedback received through the hotline into the CARM database, using the relevant templates and forms; 
• Follow the required procedures for all feedback received that pertains to requests for assistance; 
• In case of complaint, redirect feedback immediately to the Senior Accountability and Reporting Officer; 
• Use MC’s service mapping of active actors to refer participants for services not provided by MC programming; 
• Ensure confidentiality for all the complaints and feedback received through the hotline and protect beneficiaries’ identity at all times; 
• Apply best practices to ensure Do No Harm when responding to hotline feedback;
• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission. 

Supervisory responsibility: None

Reports directly to: Senior Accountability and Reporting officer; 

Main office location: Beirut, Lebanon

Knowledge and Experience

• Currently pursuing a BA or Masters in Development, Social Studies, Humanitarian Studies, International Affairs, or other related fields.
• Excellent communication skills and ability to relate to people at different levels with ease and confidence.
• The ability to patiently listen to and effectively handle participant feedback and complaints.
• Ability to work independently and as part of a team.
• Language skills: fluent in English and Arabic (speaking/reading/writing)
• Experience in providing PFA (Psychological First Aid) is an advantage, but not a requirement
• Previous experience in handling a feedback channel is an asset.

What will you get out of this?

• Exposure to the work of an INGO, which can enrich your CV.
• Capacity building on how to handle complaints and feedback, with the possibility of receiving training on psychosocial first aid.