Protection Hotline Assistant

Job position- Protection Hotline Assistant

Work location- Bama

Reporting to- (Hierarchical): Protection Officer (Technical): MEAL Manager

Supervision of- N/A

General purpose of the position

The role contributes to the everyday operations of the INTERSOS protection helpline. Acting as the point of contact for beneficiaries making use of the helpline, the role holder logs in and categorize all calls, provides service-related information and follow up/refer beneficiary cases as appropriate. Additionally, the role provides support to the Protection team during awareness-raising activities aimed at promoting the use of the protection services helpline among vulnerable communities.

Tasks and Main Responsibilities

· Supports the promotion of the Protection Hotline through awareness-raising activities;

· With support from the Protection Officers, operates the everyday functioning of the hotline system;

· Builds understanding and knowledge among INTERSOS staff, partners and local authorities on the protection hotline where appropriate;

· Supports field outreach in order to spread awareness about the hotline and protection issues to beneficiaries, as well as local authorities and stakeholders in areas of implementation, during field visits;

· Maintains records and reporting of hotline awareness raising and promotion activities (including description reports and approximate numbers of participants recorded through attendance sheets) and share with the Protection Officer as required;

· Receives protection cases and queries through telephone hotline, in writing and in person;

· Ensures the effective functioning of the protection hotline and that cases/queries are adequately recorded, analyzed, addressed and responded to in a timely manner;

· Ensures that all cases are referred to relevant protection and health actors according to the service provider mapping and helpline guidelines;

· Maintains confidential and detailed records of all cases received through the hotline in a database and other electronic and hard copy filing systems, as appropriate;

· Provides regular and timely updates on progress and challenges to supervisors and other team members;

· Assists project team members with other activities, as requested by the immediate supervisor;

· Documents all Protection hotline activities as per INTERSOS and donor reporting regulations and transmit these on a weekly basis to the Protection Officer.

· Ensure proper and safe filing and archiving of files to maintain data confidentiality as per INTERSOS and international standards;

· Carry out all tasks respecting key protection principles, including but not limited to; do no harm; non-discrimination; confidentiality, accountability, and; need-to-know principles

· Conduct service mapping assessments in the assigned area and support the development of referral systems with different service providers and the local NGO/CSO partner;

· Collaborate with INTERSOS teams from other departments (WASH, Health & Nutrition, Livelihoods, etc…) in order to ensure holistic solutions to beneficiaries’ needs;

· Ensure good relationships and coordination with the main service providers in the area of intervention to ensure prompt referral, follow up and information sharing;

· Identify and report gaps in the availability and quality of service provision for clients in the target areas;

· Any other activities specified by the supervisory/managerial team.

Position Requirements

Professional requirements

· Minimum University degree in a related field (e.g. Social Work, Psychology, Law, etc…);

· Minimum 1-year of work experience with an INGO, and an indigene of Bama LGA;

Personal requirements*

· Essential computer literacy (Microsoft Office Suite, e-mail, etc…);

· Excellent interpersonal and communication skills;

· Ability to work both independently and as part of a team;

· Ability and motivation to work well with local authorities, local leaders and local community;

· Willing to work extra hours and available at the weekend for emergency cases;

· Capacity to work under pressure and willingness to work and live in a complex context;

· Fluency in English, Kanuri and Hausa.

How to apply:

This is a proposal position, and recruitment depends on donor funding. Interested candidates should complete this form and attach CV with the following format “Surname Position you applied for”. ONLY applicants whose competencies meet the requirement of the position will be contacted.

Application deadline: apply no later than 21^stMay 2020 at 4:00 PM.

INTERSOS do not ask for any form of payment at any stage of recruitment.