Hotline Officer

Job Description

Background

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

Scope of Work

The International Rescue Committee (IRC) recently set up a toll-free hotline as one of the reactive channels for enabling clients to share their feedback and complaints about programs implemented in the field. The Hotline Officer will support systematic collection, management, analysis and reporting of client feedback and complaints received through the toll-free hotline. The Officer will ensure that data received is recorded according to the key themes, responded to in a timely manner, the feedback loop is closed and clients are informed of decisions taken by management.

Working Relations

Position Reports to: Client Responsiveness and Accountability Manager

Position directly supervises: No one

Key Responsibilities

• Receiving calls from clients every working day from Sunday to Thursday (8am – 4pm) and ensure that the hotline is fully functional

• Accurately recording client information in the feedback registry on a routine basis and flag any minor and major programmatic complaints and instances of breach of IRC code of conduct, allegations of child abuse or sexual exploitation among others

• Analyzing feedback received from clients, respond to it in a timely manner and generate weekly and monthly reports on the use of the hotline including a summary of the key issues raised by clients and how they were responded to.

• Ensuring that client feedback received through the hotline is used to inform programming

• Assessing the utility and efficiency of the hotline and proposing recommendations for improvements

• Ensuring proper and confidential filing of hotline data and reports

• Any other duties as assigned by the supervisor

Qualifications

Position Requirements

Candidate selection will be based on the criteria described below.

• Bachelor’s Degree in a relevant field required .

• Experience in implementing different client feedback channels including toll-free hotlines

• Experience in documenting client data according to the different feedback themes and responding to it in a timely manner

• Very good understanding of IRC Yemen programming across different sectors

• Strong oral and written communication skills in English and Arabic

Desirable:

• Experience in working with crisis-affected populations and an understanding of their preferred feedback channels

• Experience in managing client feedback channels

Work Environment

The position will be based in Aden and will not involve any field travel

Standards of Professional Conduct: The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, age, marital status, disability or any other characteristic protected by applicable law.