Hotline Operator

GLOBAL OBJECTIVE OF THE POSITION   Manage the information and complaints system within the Cash Transfer Program implemented towards the most vulnerable persons affected by the Syrian crisis.   HIERARCHICAL RELATIONSHIPS   Line manager: Project Manager "DVFP Project" Line manager+1: Field Coordinator-North   Team Managed: None   TASKS DESCRIPTION   1. Management of HI hotline number Answer to phone calls on Hotline 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 project services. Transfer the cases to the Project Manager Keep track of all entering calls’ details in an excel document   2. Demonstrate an ethic and professional practice: Respect beneficiary confidentiality. Respect and promote HI’s Policies and report to your line manager any non respect of HI’s policies amongst the teams or partners. 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)    TIME SCHEDULE  Monday till Friday from 8:00 A.M till 5:00 P.M one hour Lunch Break The working days could change in the future to fulfill 48 Hours/ week according to the Lebanese Law.