MEAL – Hotline Assistants

Programme & Policy

Overview

Assist callers by managing feedback and complaints effectively.

You have:

• A minimum of 1-year experience in a similar field of activity within a busy environment, preferably in an NGO sector.
• A diploma in social sciences or related field.
• Fluency in Tigrigna, Nuer/Aguak, Somali, and Afar languages is mandatory.
• Excellent verbal and written proficiency in English.
• High-level knowledge and practice with all Microsoft Office products.
• Ability to adapt to technology and IT tools.
• Attention to detail and organization of work.
• Clear and effective communication, with high-quality empathy, patience, and a positive attitude.

Contract

This is a DRC - National contract. More about DRC - National contracts.

Location: Addis Ababa, Ethiopia

Employment Category: I2

Salary Range: USD 326 – 396 per month which specific amount will be determined upon the candidate’s experience and educational relevancy

Reporting To: MEAL Manager

Start of Contract & Duration: Three Months

Posting date: September 06, 2023

Required Employee: 4

INTRODUCTION

The Danish Refugee Council (DRC), an international non-governmental organization (NGO), has been providing relief and development services in the Horn of Africa since 1997. DRC promotes and supports solutions to the problems faced by refugees, internally displaced people (IDPs), and migrants. The organization has offices across the region and has been operational in Ethiopia since 2009. With funding from bilateral and multilateral donors, DRC is currently implementing a range of activities across Ethiopia, including WASH and shelter provision, youth protection, gender-based violence response, awareness-raising protection monitoring and livelihood support for vulnerable communities affected by conflicts and shocks.

OVERALL PURPOSE OF THE ROLE:

The Monitoring, Evaluation, Accountability, and Learning (MEAL)- Hotline Assistant is the primary point of contact between a caller and the DRC. This role is important in leaving callers with a positive impression of the DRC and in ensuring the DRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the DRC’s activities and operations in Ethiopia, feel a sense of ownership in responding to the feedback/complaints of callers, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management.

RESPONSIBILITIES

• Understand the DRC accountability framework and Core Humanitarian Standards and ensure complaints and feedback are managed in such frameworks
• Make sure that DRC-compliant mechanisms are fully exercised, compliant welcomed, registered, timely responded to, properly documented, and reported appropriately
• Receive feedback from feedback providers via the DRC CFM phone hotline number
• Translate a complaint from the original or local language into written English.
• Record all incoming calls via the CFM phone hotline fill in the database and ensure information received from affected people is classified into pre-determined feedback categories
• Understands that some concerns/issues require confidential and sensitive treatment and behaves accordingly
• Report to the Accountability Coordinator about all feedback received through the DRC CFM phone hotline
• Assist the Accountability Coordinator in referring the feedback to other agencies or follow up the feedback to complainants
• For programmatic issues or non-sensitive issues, respond to the outcome of complaint handling to the complainant via CFM phone
• Communicate back to beneficiaries on the responses given to their submitted complaint

• Being aware of issues of sexual exploitation and abuse (SEA) and ensuring that mechanisms are gender sensitive and SEA cases are handled in the right way

  Other

• Acquires and maintains a good understanding of the Community Feedback Mechanism SOP and the DRC’s Code of Conduct policies

• Ensure compliance with DRC MEAL minimum standards.

• Ensure compliance with the zero-tolerance to Sexual Exploitation and Abuse policy

Any other duties as may be assigned by the SupervisorDRC’s core competencies:

• Striving for excellence: You focus on reaching results while ensuring an efficient process.
• Collaborating: You involve relevant parties and encourage feedback.
• Taking the lead: You take ownership and initiative while aiming for innovation.
• Communicating: You listen and speak effectively and honestly.
• Demonstrating integrity: You act in line with our vision and values.

Experience and technical competencies: (include years of experience)

• A minimum of 1-year experience in a similar field of activity within a busy environment, preferably in an NGO sector.
• A diploma in social sciences or related field
• High-level knowledge and practice with all Microsoft Office products.
• Ability to adapt to technology and IT tools
• Attention to detail and organization of work
• Clear and Effective Communication, with high-quality empathy, patience, and a positive attitude.
• Fluency in Tigrigna (Fluent), Nuer/Aguak(Fluent), Somali(Fluent), and Afar(Fluent) is Mandatory
• Knowledge of the Amharic language in addition to the local languages is an advantage.

EDUCATION: (include certificates, licenses, etc.

• A diploma in social sciences or related field

LANGUAGE: (indicate fluency level)

• Excellent verbal and written proficiency in English.

TO APPLY

Interested candidates who meet the required qualifications and experience are invited to submit an updated CV and cover letter explaining their motivation and why they are suited for the post.

We only accept applications sent via our online application form https://candidate.hr-manager.net/ApplicationInit.aspx?cid=1036&ProjectId=169103&DepartmentId=19012&SkipAdvertisement=true under Vacancies.

Please forward the application and CV, in English through the stated website no later than September 20, 2023.

The screening process for this position is on rolling basis, so early submission of applications is encouraged. DRC reserves the right to start with the next steps in the recruitment process prior to the closing date, should we identify a suitable candidate

For general information about the Danish Refugee Council, please consult www.drc.ngo Gender Equality: DRC is committed to achieving gender parity in staffing at all levels. In light of this, women candidates are particularly encouraged to apply to bridge the gender gap. Equal Opportunities: DRC is an equal-opportunity employer. We value diversity and we are committed to creating an inclusive environment based on mutual respect for all employees. We do not discriminate on the basis of age, sex, disability status, religion, ethnic origin, colour, race, marital status, or other protected characteristics

Apply now

Potential interview questions

Added 2 years ago - Updated 1 year ago - Source: drc.ngo