وظائف شاغرة في لبنان Hotline Assistant – Beirut

Acting as a point of contact with RI participants

• Receive calls on the RI’s Health hotline during the designated hours and fully document the communication on the complaints and feedback database.
• Receive referred complaints, requests, and feedback from RI’s field staff and other complaints channels and fully document them on the complaints and feedback database.
• Attend meetings, trainings, distributions, workshops, forums, and other key events to collect feedback and complaints from project participants and key stakeholders,

• Alert the Accountability and Safeguarding Coordinator of any major complaints or reportable incidents received through RI’s accountability channels.
• Ensure the confidentiality of information collected from beneficiaries.
• Report findings to Accountability and Safeguarding Coordinator daily

Documentation and Follow-up.

• In collaboration with the Accountability and Safeguarding team, s/he will follow and track daily and when needed receive complaints/ requests and feedback through the accountability channels.
• In collaboration with the Accountability and Safeguarding Team, maintain and regularly update RI feedback/complaint database trackers.
• Coordinate with the Health Program teams when any request for information or support is collected for relevant intervention under RI’s programming.
• Conduct referrals to other organization using Referral Information Management System (RIMS) or other chosen modalities.
• Document and track referrals once made using the RI’s Referrals tracking sheet. 

Collaboration with Accountability and Safeguarding Team on disseminating information in field related to accountability:

• Conduct field visits to attend meetings, trainings, distributions, workshops, forums, and other key events to disseminate information related to accountability, and RI feedback, complaints, and response mechanism (FCRM)
• Update FCRM information sharing tracking sheet following the completion of FCRM session conducted to beneficiaries, and key stakeholders.
• Conduct when needed and based on the length of the projects, accountability refreshers to beneficiaries to ensure their awareness of FCRM mechanism.

Conduct additional data collection efforts as needed:

• Support Accountability and Safeguarding Team in safe storage of hard and soft copy of data related to complaints, feedback, and referrals; filing of all completed hard and soft copies; and securing information by completing database backups.
• Any other task as requested by the Accountability and Safeguarding Coordinator.

• The Job Holder reports directly to Accountability and Safeguarding Coordinator
• Under the supervision of the Accountability and Safeguarding Coordinator, the job holder will have a dotted-line work coordination in order to ensure that tasks are being implemented in alignment with the needed work plans and deliverables.

The Job Holder will be working from RI’s office in Beirut. Frequent travel to the field in RI Health program implementation areas (across Lebanon) will be required on an “as-needed” basis.