Posted Jul 25, 2024 1643 views
The Protection Hotline Assistant will be responsible for managing and responding to calls received through the helpline or other forms of communication. The assistant will provide accurate and timely responses, offer guidance on available services, and connect with relevant organizations and institutions for further support.
Key Responsibilities:
Call Management:
- Professionally and empathetically respond to incoming helpline calls.
- Accurately document and log all calls in the database.
- Provide information and guidance based on caller needs and available resources.
Communication:
- Address queries received via call, face-to-face contact, or through staff.
- Ensure prompt and professional handling of all communications.
- Maintain confidentiality and privacy of caller information at all times.
Guidance and Referrals:
- Provide information on available services, including health, education, livelihoods, and protection.
- Refer callers to appropriate service providers and institutions for further assistance.
- Connect callers with relevant organizations and institutions for additional support.
- Use the public information campaign as a resource for disseminating information.
Case Management:
- Refer complex cases to appropriate teams or authorities for follow-up.
Coordination and Networking:
- Establish and maintain relationships with service providers and partner organizations.
- Coordinate with internal teams to ensure comprehensive support for callers.
- Participate in relevant meetings and trainings to stay updated on available resources and services.
Reporting and Documentation:
- Maintain accurate records of all calls and communications.
- Prepare regular reports on hotline activities, highlighting key issues and trends.
- Assist in developing and updating the helpline’s resource directory.
- S/HE will report to MEAL Officer/Data Base Officer
Miscellaneous:
- Perform other duties as assigned by the supervisor.
- Adhere to the organization's policies and procedures, including safeguarding and data protection protocols.
Qualifications:
- Education: Bachelor’s degree in Social Work, Psychology, Public Health, or a related field.
- Experience: Minimum of 2 years’ experience in a similar role, preferably within an INGO or related field
Skills:
- Excellent communication and interpersonal skills.
- Strong organizational and documentation skills.
- Ability to handle sensitive information with confidentiality.
- Proficiency in local languages (e.g., Pashto, Urdu) and English.
- Good knowledge of the local context and available resources in KP.
This position is open on a rolling basis and will be filled upon the availability of a suitable candidate.
We are an equal opportunity employer.
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