Helpline & Referrals Officer

Detailed Job Description

• Respond to all helpline calls promptly and professionally and listens actively and empathetically to callers’ concerns.
• Provide accurate information and support to callers.
• Offer relevant information about the Nusaned’s services, current programs and other available resources.
• Refer callers to appropriate services and organizations as needed.
• Maintain up-to-date knowledge of local resources and support networks.
• Document all calls and interactions accurately in the helpline database.
• Ensure confidentiality and data protection standards are maintained.
• Generate reports on call trends and issues for analysis and improvement.
• Work closely with other team members to share information and coordinate support.
• Participate in regular team meetings and training sessions.
• Contribute to the development and improvement of helpline services
• Handle crisis calls with sensitivity and professionalism.
• Provide immediate support and interventions as necessary.
• Escalate serious cases to the AAP & Safeguarding focal point or appropriate authorities.
• Assist in promoting the helpline services within the community.
• Participate in community events and awareness campaigns as needed.
• Develop and maintain relationships with other service providers and stakeholders
• Identify and evaluate the needs of callers to provide appropriate referrals.
• Develop and maintain a comprehensive database of referral resources.
• Follow up with referred individuals and organizations to ensure they receive the necessary support.
• Establish and nurture relationships with partner organizations to facilitate effective referrals.
• Monitor and report on referral outcomes to assess the effectiveness of the referral process.
• Perform other tasks as requested by the  AAP & Safeguarding Focal Point.       

Reports to: AAP & Safeguarding Focal Point

Supervisory Responsibility: -------

Collaborates and Works with: Project Managers, Field officers, Meal & Grants team.

Knowledge and Experience

• Bachelor’s degree in Social Work, Psychology, Counselling, or a related field (or equivalent experience).
• Previous experience in a helpline or customer service role is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to connect with individuals from diverse backgrounds.
• Ability to handle sensitive and confidential information with discretion.
• Strong organizational skills and attention to detail.
• Ability to work both independently and as part of a team.
• Proficiency in using Google drive, Microsoft excel, computer systems and databases.

• Demonstrate strong English and Arabic oral and written communication skills.

Nusaned has zero tolerance towards any form(s) of sexual harassment and/or SEA (sexual abuse and exploitation). It expressly prohibits and will not tolerate any form of harassment or exploitation, be it physical, sexual or psychological. Nusnaed expects all its staff/contractors/sub-contractors/volunteers to be in compliance with the safeguarding/PSEA policy, and any breaches towards this policy would lead to immediate and effective termination of the contract.