Hotline Officer

MISSION

Goal / Purpose:

Under the supervision of the Monitoring, Evaluation, Accountability and Learning (MEAL) Manager or MEAL Coordinator, the Hotline officer will manage the information and complaints mechanisms for Solidarités International (SI) programs.

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).

Monitoring:

• Collect and organize list of beneficiaries from the shelter team
• Plan the data collection to ensure accurate and timely data collection
• Conduct the post shelter intervention phone survey.
• Clean the data collected
• Report to the MEAL Manager any issues faced.

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: Complaints and Referrals Supervisor

Line report(s) on base:

Functional manager:

Functional report(s):