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توجيهات التقديم: 

Kindly send your CV with an email title of :'' Referral Officer

اسم الشخص المسؤول: 
Malak El Horr
Contact Person Position: 
Base Human Resources Officer
البريد الالكتروني للشخص المسؤول: 
الوصف: 

  

About Premiere Urgence - Aide Médicale Internationale (PU-AMI)

Première Urgence - Aide Médicale Internationale (PU-AMI) is a non-profit, non-political and non-religious humanitarian NGO. Its objective is to bring about a global response to the basic needs of populations suffering from acute humanitarian crisis and to allow them to recover their autonomy and dignity. In close respect to humanitarian principles, PU-AMI promotes humanitarian access and dialogue with all components of the civil society in Lebanon, and delivers assistance based on the needs, regardless of religion, politics and ethnic matters. 

Today, PU-AMI is intervening in 21 countries in Africa, the Near East, Caucasus, Asia and the Caribbean to cover the needs of populations affected by conflict, natural disasters or economic crises.

 

PU-AMI mission in Lebanon

 

PU-AMI in Lebanon has been implementing emergency and recovery projects in Protection, Water, Sanitation and Hygiene, in Shelter Rehabilitation, Health and in Livelihood Recovery sectors.

PU-AMI promotes an Integrated Approach in the implementation of programs and activities, having in place an internal and external referral system that aims to respond to the needs of crisis-affected communities through a holistic, comprehensive and coordinated response.

  1. GENERAL OBJECTIVE

The Referral Officer contributes to enhance the holistic assistance and response to targeted communities, being responsible for handling internal and external referrals, follow-up of those referrals and reinforces the network of partners in the area of intervention. S/he maintains an updated service mapping and shares information on available services to other departments. Following PU-AMI Guidelines for Referrals, s/he is the focal point for managing internal and external referrals as well as follow-up on referred cases and is responsible to ensure that Referral SOPs are enforced.

S/he is in charge of answering the calls of the hotline and welcoming people at PU-AMI’s premises. Following, PU-AMI Referrals Guidelines, s/he refers the beneficiary internally or externally to the proper stakeholders according to the person’s/household’s needs, based on their request, and refers them internally or externally to the proper stakeholders and PU-AMI departments with defined cases priority. S/he ensures the correct and timely data entry of all referrals-related data.

Finally, s/he produces weekly/monthly and upon-request reports on the Referrals mechanisms.

 

Role and Responsibilities                   

 

HOTLINE MANAGEMENT AND PERSON OF CONCERN’S RECEPTION

 

- Answer the hotline calls and welcome to the office visits with a professional and respectful attitude;

- Ensure confidentiality of the interview;

- Analyse each case to provide the callers/visitors with the relevant information or refer them to the staff in charge within PU-AMI or externally to other stakeholders.

 

REFERRALS MANAGEMENT

 

- Following Persons of concern’s identification, field team’s outreach identification, internal and external referrals and based on the referral SOPs, refer the case internally or externally to the proper stakeholders and PU-AMI departments with defined cases priority;

- Fill the Referral Database with accurate data issued from calls, visits or referrals IARF from field staff and update it on a regular basis following feedbacks on the service provision;

- Ensure that cases in need of external referrals are referred and followed- up in a timely manner to identified external partner, using the Inter-agency referral form (IARF);

- For internal referrals, revert to the beneficiaries with feedback;

- For incoming external referrals, forward the case to the appropriate internal department. Once a final decision on the case has been taken, revert back to the external partner;

- In coordination with the Program teams, keep the service mapping and service providers contact list up to date.

 

 

DATA MANAGEMENT AND REPORTING

 

- Ensure that all data entered in the database and other relevant forms/documents is in English (translated from Arabic to English if needed);

- Ensure timely and correct data entry of the Phone/Visits logbook in the database;

- Do a proper archiving of the referral forms (internal and external);

- Report to the Deputy Field Coordinator/Field Coordinator on trends, delays or challenges in terms of internal and external referrals, including regarding gaps in service provisions;

- Produce monthly and quarterly analytical reports on referrals and any other data analysis as per the line manager request.

 

INTERNAL AND EXTERNAL COORDINATION

 

- Under the delegation of Deputy Field Coordinator, represent PU-AMI during meetings with other referral focal points from other agencies, to strengthen the complementarity of intervention;

- Work in collaboration with Deputy Field Coordinator/Field Coordinator to strengthen the networking with other NGOs through active referral and follow ups;

- Organize on a weekly basis a meeting with the referral focal points of each PU-AMI team to ensure a proper follow up of the cases referred and on a monthly basis a meeting gathering all focal points;

- Organize on a regular basis exchanges on best practices, challenges and recommendations with peers at base and mission level;

- Update the matrix of partners per sectors (5W) with implemented activities and eligibility criterias, inform programme teams of changes in terms of partners’ service provision.

 

 

ACCOUNTABILITY AND COMPLAINTS MANAGEMENT

 

- In line with the PSEA policy and the Complaint Response mechanisms SOPs and depending on the category of the complaints, immediately redirect any related complaint to the Compliance Advisor at Coordination level or the Field Coordinator at base level;

- Work closely with the Compliance Advisor to ensure smooth coordination.

 

The tasks and responsibilities defined in this job description are non-exhaustive and can evolve depending on the project’s needs.

 

  1. PRIORITIES OF THE DEPARTMENT
  • Ensure accountability towards targeted communities, by managing an efficient internal and external referral system;
  • Ensure an efficient functioning of the hotline and office visits by beneficiaries;
  • Ensure and develop PU-AMI knowledge of partners’ activities and referral criteria;
  • Ensure that partners are aware of PU-AMI activities and referral criteria;
  • Reinforce the communication and the integrated approach between the different sectors of intervention through internal in collaboration with peers on other bases.

 

Mandatory requirements

  • Language skills: fluent in English and Arabic (speaking/reading/writing)
  • Education degree: bachelor degree in Social Sciences field or any relevant field
  • Work experience: at least 2 years of general work experience, or 1 year of specific experience related to the position requirement preferably in an NGO
  • Knowledge and skills:
    • Acquaintance with INGO rules, prcedures and regulations
    • Computer skills: Excellent knowledge of Word, Excel and Access (Data Manipulation and Report writing)
    • Familiar with the IARF and RIMS
    • Very good typing skills
    • Very good communication skills.

assets

  • Interests: Accountability, Humanitarian Work, Interest for refugees’ issues
  • Transversals skills:
    • Honest and trustworthy
    • Reliable, rigorous and well organized
    • Able to manage priorities, take initiatives and work without constant supervision
    • Strong understanding of humanitarian and accountability principles
    • Respectful attitude towards beneficiaries
    • Integrity and confidentiality
    • Proactive person

 

 

منتهية الصلاحية

ملاحظة:

دليل مدني، شبكة المجتمع المدني، يوفر للمنظمات منصة لنشر الوظائف, وليس مسؤول عن عملية التوظيف. كل منظمة مسجلة على دليل مدني هي مسؤولة بشكل فردي عن منشوراتها وعن عملية التوظيف.

آخر تاريخ التحديث: 
24 أبريل, 2020
قطاع(ات) التدخل:
اللاجئين
آخر مهلة للتقديم:
الثلاثاء, 3 مارس 2020
نوع العقد:
دوام‬ ‫كامل‬
مدة الوظيفة:
Six months, renewable based on performance and availability of fund
الراتب
N/A
نطاق الراتب:
بين 1200 و 1500 (دولار أمريكي)
درجة التعليم:
بكالوريوس
تفاصيل درجة التعليم:
Education degree: bachelor degree in Social Sciences field or any relevant field
متطلبات الخبرة:
بين سنة واحدة وسنتين
اللغة العربية:
بطلاقة
اللغة الانكليزية:
بطلاقة
اللغة الفرنسية:
غير مطلوب
البلد/المدينة: 
  • Lebanon
  • الجنوب
  • صيدا
randomness