Referral and Complaints supervisor

Responsibilities:

Management of the hotline number:

• Ensure 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.  
• Ensure the follow-up of all cases referred to the management team until the closure of the case.
• Address 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 (daily sitreps, daily oral reports if necessary, weekly filing).

Referral focal point:

• Receive, log in and assess the priority of all the referrals received;
• Share with relevant department/agency and follow-up on the case;
• Communicate feedbacks to departments/Agencies.

Ethic and professional practice:

• High commitment to confidentiality.
• Answer to any needs or requests addressed by beneficiaries in a professional and timely manner.

Respect 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/ MEAL Coordinator.

ORG CHART POSITION (reporting and functional relationships)

Line manager: MEAL Manager/MEAL Coordinator

Line report(s) on base: MEAL Manager/MEAL Coordinator

Functional manager: MEAL Manager

Functional report(s):