Hotline and Data Collection Assistant - Beirut

ROLE PURPOSE:

The helpline operator is responsible for managing SCI helpline number by receiving complaints and feedback calls.  The post holder is also responsible to log the detailed notes of each call and track all  details of the calls in the complaints and feedback database.

CHILD SAFEGUARDING:

LEVEL 3 - The role holder will have contact with children and/or young people either frequently or intensively.

SCOPE OF ROLE:

Reports to:  MEAL Officer

KEY AREAS OF ACCOUNTABILITY:

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 focal point depending on the category of the complaint.

- Keep track of all entering calls’ details in the complaints database.

- Collect data as requested by the MEAL department 

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 respect a refusal of intervention.

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.).

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

- 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