مطلوب متطوع خط المساعدة – بيروت لدى NGO – save the children

Who we are 

Save the Children’s work saves and improves children’s lives around the world. We work to ensure children have healthcare, food, and shelter, as well as learning and child protection services when children need it most. We are committed to helping all children achieve their full potential by ensuring they grow up healthy, receive a good education, and stay safe.

Securing children’s rights is the foundation of our work. Millions of children around the world are denied their rights, simply because of who they are or where they are from. We know that to ensure every child has the chance for a future their rights must be upheld.

Through our programming, emergency responses, and advocacy, we put the most vulnerable children first, tackling the barriers to survival, learning, and protection.

Tasks and Responsibilities

Main Mission:

The helpline volunteer is responsible for handling the SCI helpline number by receiving complaints and feedback calls.  The helpline volunteer is also responsible for logging the detailed notes of each call tracking all calls’ details in the complaints and feedback database and closing the feedback loop.

In the event of a major humanitarian emergency, the role holder will be expected to work outside the normal role profile and be able to vary working hours accordingly.

Specific tasks:

• Handle current and new Feedback and Response Mechanism channels including data entry, screening, and validating.
• Answer phone calls received by the helpline number.
• Identify the profiles, needs, and expectations of the callers.
• Take detailed note of any pending needs, complaints, or issues reported by the callers.
• Report any urgent feedback to the line manager as per the defined process.
• Provide relevant assistance to callers if needed: accurate information and orientation on the sectors’ services.
• Follow-up on service mapping (internal & external).
• Conduct monitoring activities as requested by the supervisor.
• Support in closing the Feedback and Response Mechanism cases.

Qualifications:

• At least one year of professional experience in data and monitoring.
• A university degree related to Data Collection and Analysis.
• Knowledge of social assistance and vulnerability is a must.
• Excellent communication and listening skills.
• Proficient in computer skills, Excel in particular.
• INGO experience is a plus.