Referrals and PSEA focal point

The Referrals and PSEA focal point is considered as the first line of support to community members who need information about shelter, basic assistance, livelihood, and other services provided by Nusaned. This includes creating or modifying urgent and sensitive information about case files, receiving any complaint about the organization’s services, or reporting any incidents including that of sexual exploitation and abuse. He/she is responsible for processing and responding to community feedback and complaints, handling internal and external referrals, and constantly following up on those referrals.

Detailed Job Description

Detailed Job Description

• Address beneficiaries’ queries through the helpline in a respectful and professional manner and offers reassurance to callers in distress.
• Prioritise protection principles, respect, and confidentiality in responding to callers.
• Collect all the needed information, data, related to PSEA cases and file them properly.
• Prepare and produce PSEA reports on a regular basis.
• Ensure that non-GBV (Gender-Based Violence) information relevant to the caller’s requests are properly recorded to ensure quick and appropriate referral action.
• Take responsibility for the proper implementation of all helpline operating procedures and refer all cases to the appropriate managers/external organisations according to those procedures.
• Seek support and assistance from project managers and program coordinators if issues arise or if information is needed.
• Track referrals by following up with beneficiaries and collecting feedback using the referral tools and database until case closure.
• Provide the project manager with the corresponding beneficiary data related to each project as per set criteria
• Keep track of services offered to beneficiaries and update Nusaned data accordingly.
• Acts as the Focal point for all beneficiaries at the hub.
• Conduct phone surveys whenever needed.
• Collect and organize the list of beneficiaries according to protection data protocols.
• Clean and updated collected data regularly.
• Ensure efficient data transmission and archives for future reference.
• Comply with the organization’s policies and procedure as well as Code of Conduct.
• Implement other tasks as requested by the Head of strategic development & communication.

• Reports to: Executive Director, Head of strategic development and communication

  Collaborate with: Operations, MEAL, Communication, Field officers.

  Knowledge and Experience

• Bachelor’s degree is a must, preferably in social work, social sciences, humanitarian development, and /or business administration.
• 1 to 2 years of relevant experience with local and/or INGOs
• Extensive knowledge of humanitarian principles and processes.
• Contextual knowledge of local communities and demonstrated awareness and sensitivity to the diverse social/cultural/high-security contexts.
• Knowledge of Protection and PSEA principles, GBV programming, and referrals, cases and complaints mechanisms. Psychological First Aid (PFA) is an added value.
• Demonstrated awareness and sensitivity to diverse cultural contexts.
• Excellent communication, interpersonal and presentation skills (internal and external relationships, networks, professional and international stakeholders at the senior level)
• Excellent reporting skills.
• Motivated self-starter who enjoys working in a collaborative and local environment.
• Information dissemination skills is required, ability to understand, explain and contextualize accountability tools.  
• Ability to work effectively under pressure, stress management certifications will be considered an added value.   
• Genuine care and respect for needs of others, practically vulnerable populations with strong belief in empowering marginalized and disenfranchised people.   
• High integrity and willingness to conduct her\himself transparently and open to scrutiny.
• Demonstrate excellent English and Arabic oral and written communication skills.

Nusaned adopts a zero-tolerance approach towards sexual exploitation and abuse.  Nusaned holds a responsibility to protect people we work with, and who work for us, and will continuously strive to prevent sexual exploitation and abuse from occurring. Our actions are informed by a survivor-centred approach which means that the needs and wishes of survivors guide our response, that survivors are treated with dignity and respect, and the rights of survivors to privacy and support are prioritised.