Hotline Officer

MISSION Goal / Purpose: Under the supervision of the MEAL Manager, the Hotline Officer will manage the hotline for Solidarités International (SI) programs and will work directly with the Referral and Complaints Supervisor to ensure appropriate and timely response to complaints and referrals. Responsibilities: Management of the hotline number: Ensures that all information related to the person calling are properly recorded and that every call is recorded in the hotline database. Responsible for the proper implementation of all hotline operating procedures and refer all cases to the appropriate manager according to those procedures.  Support the Complaints and Referral Supervisor in ensuring the follow-up of all cases referred to the management team until the closure of the case. Addresses beneficiaries’ queries through the hotline in a professional manner and provide accurate information on SI programs or referral mechanisms. Ensures efficient data transmission and archives for future reference and submits timely complaints reports. Works directly with the Referral and Complaints Supervisor to ensure that the complaints database is cleaned on a daily basis and contains accurate and up-to-date information.   Ethic and professional practice:   Displays high commitment to confidentiality. Answers to any needs or requests addressed by beneficiaries in a professional and timely manner. Respects and promote SI’s policies and report to the line manager any non-respect of SI’s policies. The above list is a non-exhaustive one, nor limitative. You could be asked other responsibilities and tasks within the framework of your job on demand of the MEAL Manager.     ORG CHART POSITION (reporting and functional relationships) Line manager: Referral and Complaints Supervisor Line report(s) on base: - Functional manager: MEAL Manager Functional report(s):  -