Position: Hotliner
Job location: Aden
Report to: Accountability Office

Deadline: 25 Feb 2021

Background

FMF is a non-profit and non-governmental organization aiming to provide health, nutrition, food security and protection services as a humanitarian response to the escalating socio-economic situation in Yemen since 2012.

Under UNHCR partnership and funds, FMF will implement a protection project entitled: ‘Provision of life-saving protection services to IDPs and conflict affected PoCs in south Yemen’ to respond and address the protection needs of IDPs, Returnees and conflict-affected community in South of Al-Hudaydah, Al-Dhale’e, and Abyan.

Position Summary

The Hotliner will be responsible for receiving complaints and feedback through the hotline, register and follow up the action taken to ensure addressing the issues. The position holder will also be explaining the selection criteria for callers and will be responsible for maintaining a database of the feedback and complaints received, in collaboration with the M&E Officer.

Key responsibilities:

• Responsible for answering calls to hotline and follows internal procedures to provide information and advice to callers in a friendly, patient manner.
• Keeps up-to-date with services and resources available to ensure accurate advice is provided to callers.
• Collaboratively work with other relevant project staff to ensure trends reported through the hotline are kept track of, and that emergency cases are forwarded to relevant project staff and Accountability Officer.
• 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 project staff.
• Track the status of each feedback, ensure that follow-ups are being made, and work to increase levels of beneficiary satisfaction with the provided follow-ups.
• Respond to pending issues, provide support as needed, and communicate progress back to beneficiaries.
• Gather information on beneficiaries’ satisfaction, and conduct surveys and PDM calls.
• Filter and clean the data collected, maintain a proper filing system for all the information, and ensure reporting of hotline activities to Accountability Officer.
• Analyze collected data and share regular reports with Accountability Officer.
• Perform any other tasks as assigned by the supervisor.

Position requirements

• A university degree in Social Sciences or any relevant field.
• 1 year of experience working in Complaint and Feedback Mechanism.
• Strong conceptual and practical understanding of protection issues and specifically FMF’s approach to and role in protection work including analysis and advocacy.
• Analytical skills and strategic thinking including experience developing analysis and strategies for protection.
• Very good knowledge of the MS office software (Word, Excel, Outlook, PowerPoint); and e-data applications.
• Knowledge of M&E related field-work such as surveys, sampling and data collection methodologies
• Strong understanding of humanitarian principles and protection guidelines, and familiarity with case management principles, standards and procedures.
• Native Arabic and strong English skills are essential.
• Readiness to commit and adhere to the values, mission and vision of FMF.
• Be available for regular trainings provided by FMF and support in identifying staff training needs.
• Attention to details and ability to communicate professionally and effectively – practical and problem-solver.
• Able to ensure quality delivery in stressful environment, punctuality and respect for rules and procedures, and to adhere to deadlines.
• Ability to deal with heavy work pressure.
• Documented results related to the position’s responsibilities.

How to Apply

Applicants should send a CV and covering letter, both in English, to Field Medical Foundation ( jobs@fmfyemen.org )

with the title of the position you are applying for in the subject of email.