PSEA Helpline Operator

ABAAD aims at achieving gender equality as an essential condition to sustainable social and economic development in the MENA region. ABAAD has a proven record in working in addressing GBV in emergency settings. “Ending Gender-Based Violence: towards standardization and strengthening quality of services and direct response” is an initiative aiming at reducing the risks of Gender-Based Violence (GBV) through women, boys and girls empowerment and improving the quality of multi-sectorial assistance for women and girls survivors or at risk of GBV among the host and Syrian refugee population.

BACKGROUND:

In order to increase vulnerable women and girls’ (from all nationalities) access to prevention and response services, ABAAD is setting up safe spaces for women and girls in various locations in Mount Lebanon, Northern, South, and Bekaa Governorates. The GBV Case Worker position is a key position in ABAAD’s Women and Girls Safe Spaces programme, ensuring the provision of appropriate case management services available to vulnerable women and girls, including survivors of gender-based violence (GBV).

Reports to: PSEA Officer

The Opportunity

The postholder will be responsible for operating the national Protection from Sexual Exploitation and Abuse (PSEA) helpline. The PSEA In-Country Network is developing a common feedback mechanism (CFM) for humanitarian misconduct during the emergency response to the Beirut blast, including sexual exploitation and abuse. The 24/7 helpline aims to fill gaps in PSEA reporting mechanisms, and can be used by multiple humanitarian organizations across Lebanon specifically for humanitarian misconduct and SEA complaints. The postholder will operate the helpline and email, and ensure that feedback or SEA reports are handled with sensitivity and confidentiality, using a do no harm approach.

The PSEA CFM Operator will be responsible for receiving feedback and complaints, informing complainants of their rights and responsibilities, and making necessary referrals to other humanitarian services if/when requested by the complainant.

The postholder will liaise directly with ABAAD’s PSEA and GBV Consultant and AAP Specialist, as well as with Lebanon’s In-Country PSEA Network Coordinator. 

In light of the emergency response in Lebanon, the appointed CFM operator will receive a PSEA training prior to starting their role.

Dimensions of the Role

The post-holder will operate and maintain the CFM and receive SEA or humanitarian misconduct reports or complaints from across Lebanon and humanitarian actors.

The post holder will ensure all work is done in ways that promote gender equality and ensure a survivor-centered approach, confidentiality, safety, dignity, and respect.

The postholder will maintain strong linkages and consistent communication with ABAAD’s safeguarding and Programme teams.

Responsibility for upholding and implementing relevant aspects of all ABAAD policies and procedures, including the Child Safeguarding and PSEA policies.

Tasks

Operate the emergency PSEA CFM helpline

Ensure appropriate documentation of complaints

Make relevant referrals as per the preferences and needs of the complainant (only with informed consent)

Track types of complaints and liaise with Abaad’s PSEA and GBV consultant and AAP specialist to flag any consistent issues

Liaise closely with the safeguarding and programme teams and the PSEA & GBV Consultant

Attend PSEA In-Country Network meetings when needed with the PSEA & GBV consultant and AAP specialist and share any relevant information/updates (not specific cases)

Support ABAAD’s PSEA & GBV consultant and AAP specialist in maintaining and bettering the national CFM for PSEA/humanitarian misconduct by sharing expertise and lessons learnt

Key Relationships

Internally:

AAP Specialist, PSEA & GBV Consultant, Head of Programs, Gender Program Technical Support,  Case Management team

Externally:

In-Country PSEA Network Coordinator and members, SGBV Task Force, other Interagency actors (for referral purposes).

Skills and Knowledge

Experience in social work, case management, and/or accountability in humanitarian settings

Comprehensive understanding of the humanitarian sector and emergency response in Lebanon following Beirut blast

Demonstrable experience of integrating gender and PSEA into humanitarian programmes.

Languages: Arabic and English, essential. French, highly desirable

Proven experience in networking and external representation.

Creative approach to problem solving is central to the job.

Flexibility to adapt plans to a changing environment

Developing and maintaining collaborative relationships; managing self in a pressured and changing environment; motivating and influencing others

Adherence to humanitarian principles and standards

Expertise in using Microsoft Office, Google Drive, OneDrive, or DropBox.

The Individual

We are seeking a dedicated and committed Helpline Operator with broad knowledge of Lebanon’s humanitarian sector and Inter-Agency structure, and demonstrable experience of responding to sexual and gender-based violence using a survivor-centered approach.

To be successful in this role you will require experience of using core humanitarian principles to respond to survivors of sexual exploitation or abuse and other forms of humanitarian misconduct. In addition to direct field experience, the CFM operator should demonstrate understanding of humanitarian standards, and have a deep understanding of protection and gender-based violence.

The postholder should be a proactive problem-solver who has the flexibility to adapt plans and manage his/herself in a rapidly changing environment. The ability to network and develop and maintain collaborative relationships, influencing and motivating others will also be key.