Helpline and Accountability Assistant Generic Advertisement

CARE established its presence in Lebanon in 2006 and has been responding to the Syrian Crisis since late 2012.  CARE currently carries out activities in Beirut, Mount Lebanon, Akkar, North Lebanon, South Lebanon, and the Beqaa Valley. CARE implements both emergency and development projects contributing to livelihood, food security, protection, gender, shelter, and water, sanitation and hygiene. It targets the most vulnerable people and populations, host communities, refugees and migrants.

CARE Lebanon has scaled up rapidly over the past few years and today it has about 90 staff members, with more than 15 different local/international partner organizations. 90% of the team is composed of national staff, with a symbolic number of international members.

Among CARE’s key imperatives in Lebanon is putting people it serves first through implementing cutting edge programming in areas it operates, with great emphasis on the Accountability to Affected Population. 

The Helpline & Accountability Assistant is the first line of support to callers in need of information about humanitarian services, including urgent and sensitive information about GBV services, or those wanting to make a complaint about CARE’s services, or report incidents of sexual exploitation and abuse. The Helpline & Accountability Assistant will provide information and conduct internal/external referrals where appropriate and be able to deliver Psychological First Aid if necessary.

 JOB RESPONSIBILITY:

Helpline Operation (100% of time)

- Be responsible for the proper implementation of all helpline operating procedures and refer all cases to the appropriate focal point, according to those procedures.

- Ensure the follow-up of all cases referred to the focal points until the closure of the case.

- Address beneficiaries’ queries through the helpline in a respectful and professional manner.

- Provide information directly to GBV survivors respecting confidentiality and the survivor-centered approach.

- Ensure that non-GBV information relevant to the caller’s requests are properly recorded to ensure quick and appropriate referrals.

- Offer Psychological First Aid to callers in distress.

- Track referrals through collecting, tracking, and following up on beneficiary feedback using the referral tools and database.

- Ensure efficient data transmission and archives for future reference.

- Conduct phone survey whenever needed.

- Clean the data collected.

- Report to the MEAL unit of any issues faced.

- Prioritize protection principles, respect and confidentiality in responding to callers.

- Support the Helpline and Accountability Officer in gathering data and creating reports.

- Support with other tasks as requested by the management.

Skills & Knowledge:

• Experience in protection, case management and/or GBV programming including knowledge of the GBV survivor-centered approach, providing psychological first aid (PFA), handling referrals, and similar field/position is an advantage.
• Extensive knowledge in humanitarian principles and humanitarian processes
• Demonstrated communication skills and ability to liaise with affected communities
• Demonstrated awareness and sensitivity to gender and diversity; experience and ability to live and work in diverse cultural contexts in a culturally appropriate manner; and capacity to make accurate self-assessment particularly in high stress and high security contexts.
• Preferably trained on prevention of sexual harassment, exploitation and abuse (PSHEA).
• Extensive experience interacting with and relating to gender professionals and international stakeholders at senior level.
• Team player with strong interpersonal skills, with the ability to build strong internal relationships and networks.
• Motivated self-starter who enjoys working in a collaborative and international environment
• Good knowledge in Excel and other Microsoft Office programs.

Experience:

 At least   1-3  years of relevant experience, especially at NGOs, academic organizations, public agencies focused on social work

Academic Background:

Bachelor’s degree in one or several of the following areas: Social work/ Humanitarian/ development