Helpline Assistant - Beirut

KEY AREAS OF ACCOUNTABILITY  1.    Management of SCI helpline number Answer to phone calls on helpline number (mainly from Syrian refugees in need of assistance) Identify the profiles, needs and expectations of the callers. Take detailed note of any pending needs, complaints or issues reported by the callers. Provide relevant assistance to callers if needed: accurate information and orientation on the sectors’ services. Transfer the cases to the concerned program manager depending on the category of the complaint. Keep track of all entering calls’ details in the complaints and feedback database.  2.    Demonstrate an ethic and professional practice: Respect beneficiary confidentiality. Respect and promote SCI’s Policies Address needs and requests in a professional way. Report any incident or act that causes any harm to beneficiary or to others. Always interact with children with the presence of their parents or caregivers Always respect a refusal of intervention.   3.    Demonstrate willingness to improve professional competences and abilities to increase care quality:  Demonstrate motivation at work. Demonstrate willingness to improve own knowledge and skills by participating actively in any training sessions, capacity building activities… Participate in the different activities that are common to all team members Respect each team member’s positions, work, and specialty Adapt to special situations or demands from supervisor (reporting, etc.) SKILLS AND BEHAVIOURS Accountability: Takes personal responsibility and holds others accountable for delivering our ambitious goals for children, continually improving their own performance or that of the team/organisation.  Ambition: Sets ambitious and challenging goals for themselves (and their team), takes responsibility for their own personal development and encourages others to do the same Widely shares their personal vision for Save the Children, engages and motivates others Future orientated, thinks strategically. Collaboration: Builds and maintains effective relationships, with their team, colleagues, members and external partners and supporters Values diversity, sees it as a source of competitive strength Approachable, good listener, easy to talk to Creativity: Develops and encourages new and innovative solutions Willing to take disciplined risks Integrity: Honest, encourages openness and transparency    QUALIFICATIONS AND EXPERIENCE At least one year of professional experience in data and monitoring University degree related to Data collection and analysis is an asset Knowledge on social assistance and vulnerability is an asset Good communication and listening skills Common sense Proactive Excellent computer skills (EXCEL) mandatory Adaptation to specific working conditions Capacity to work in team and autonomously Capacity to work in an multidisciplinary and multicultural team Dynamism, high level of motivation Flexibility and availability Interest for psychosocial work and field work Willingness to learn new skills and/or approaches Good capacity to interact with members of the team and different communities Professional experience in data and monitoring INGO working experience is an asset