Outreach & Documentation Officer @Helem

Helem is seeking a dedicated and passionate Outreach & Documentation Officer to join its Protection and Services Department. The officer is expected to assist the department in identifying and documenting human rights abuse cases in full in order to be able to use the data as evidence for national and international advocacy including at the UN level. They will be responsible for identifying cases that fit the criteria for documentation, liaising with identified cases, setting up one or multiple appointments, documenting any and all abuses mentioned in detail; providing background information when needed, and positing the information within the legal, social, political, and cultural context of Lebanon and/or the locale where the violation has taken place. 

The Outreach and Documentation Officer will also be responsible for managing Helem’s Protection and services hotline which is dedicated to providing access to information and referrals to individuals seeking appointments with Helem’s case workers. The officer will be responsible for gathering and processing incoming requests and data from multiple sources and will also be managing the schedule of meetings and interviews for the department.

Job Description:

1. Document cases human rights abuses in full identified by Helem's Protection and Services Department;
2. Ensure that all cases are treated with the strictest adherence to confidentiality and respect and that all interviews abide by Helem's professional and ethical standards and employee code of conduct;
3. Ensure that all cases are documented in full and that all data is filed and stored in a secure location both digitally and in print;
4. Assist Helem's Protection and Services Manager in following up with all cases chosen for documentation, including possible field visits, follow-up meetings, and additional research for corroboration;
5. Ensure all cases are translated from English to Arabic and vice versa in adherence to the highest quality translation;
6. Manage Helem’s services hotline and insure all inquiries, appointments, and referrals are completed in a timely and professional manner;
7. Co-manage Helem’s social media and email inboxes and ensure that any inquiries related to the department are answered in a timely and proper manner according to the established protocol;
8. Maintain a meticulous and complete record of all calls, messages, cases and inquiries made through the hotline, email, and/or the inboxes;
9. Ensure that all beneficiaries are referred to their proper service provider both inside and outside the organization and that all cases are followed up with at least once after the initial call and as many times as necessary to complete a case;
10. Maintain the schedule of case interviews with and for the Protection and Services Department;
11. Accomplish and assist in any other task not here listed if required by the organization or deemed necessary to the full achievement of the department’s goals.

Competencies: (Knowledge, Skills & Abilities)

Professional Competencies:

• Minimum 1 year of relevant work experience
• Arabic and English language fluency required, including in writing. 
• Computer literacy (Word, Excel) 
• Strong management and reporting skills.
   

Behavioral competencies:

• Teamwork.
• Initiative.
• Cultural Awareness.
• Analytical thinking.
• High confidentiality, respect and non-discrimination attitude.
• Planning and organizing; Ability to work under pressure.
• Good interpersonal and communication skills.
• Flexibility & adaptability; willing to work extra hours and during the weekend if emergency cases arise.