Company Name: Solidarites International
Roles & Responsibilities:
- Under the supervision of the Protection Activity Manager, the Protection Hotline Officer will manage the protection hotline for Solidarités International (SI) and will ensure appropriate and timely response to protection concerns expressed by callers.
- Management of the protection hotline:
- Ensure that all information related to the person calling are properly recorded and that every call is recorded in the protection hotline database.
- Ensure the proper implementation of the protection hotline operating procedures.
- Maintain a confidential database of informants about protection trends and risks in targeted areas.
- Ensure that the protection hotline database is cleaned on a daily basis and contains accurate and up-to-date information.
- Maintain hotline users confidence and protect operations by keeping information confidential.
- Conduct awareness sessions about the protection hotline among SI staff and affiliated, community-based volunteers and targeted communities.
- Information management:
- Track basic statistics and trends from the data, in collaboration with Protection and MEAL departments. Prepare updated figures and information requests, as requested by the Protection Activity Manager.
- Ensures efficient data transmission and archives for future reference and submits timely reports.
- Report and referral of protection cases:
- Refer all cases to the appropriate department or services provider according to the protection hotline procedures.
- Ensure that urgent and challenging cases are immediately discussed with direct supervisors.
- Support Protection Officers in ensuring the follow-up of all cases referred via the hotline until the closure of the case.
- Ensure that the focal points contact list is regularly updated with the support of Protection Officers and notify to the line manager any change regarding services available for refugee and host communities.
- Ethic and professional practice:
- Work with cultural sensitivity and respect the dignity of vulnerable individuals, families and members of the refugee and host communities at all times.
- Display high commitment to confidentiality.
- Answer to any needs or requests addressed by hotline users in a professional and timely manner.
- Respect and promote SIs policies and report to the line manager any non-respect of SIs policies.
Educational Qualification:
- Bachelor degree in relevant subject.
Work Experience:
- At least 2 year(s)
Others Requirements:
- Minimum of 2 years professional experience in humanitarian and/or development programs and in the relevant field.
- Experience in protection is highly desired.
- Experience in operating hotline and in call centers is a distinct advantage
- Ability to analyze information accurately and quickly.
- Experience in team management.
- Good reporting skills.
- Computer literacy in Microsoft Office
- Proficiency on local language can be an added value
Others Benefit:
As per HR policy of SOLIDARITES INTERNATIONAL.