Requires a Cover Letter?: 
yes
Application Submissions Guideline: 

Please mention in the subject of your email the title of the position you are applying for . Interviews are being conducted on a regular basis.

Your resume and Cover letter will be forwarded to the HR department for review against the requirements for the role in which you have expressed interest. A member of our Human Resources team will contact you soon if your profile is considered for the job vacancy, and if more information is needed. If you are not being approached by our Human Resources team, please consider your application automatically registered in our database.

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any Kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.

CARE International in Lebanon and its employees abide by the CARE International Protection from Sexual Exploitation and Abuse and Child Safeguarding Policies.

Contact Person Email: 
Description: 

Job Title:        

Helpline and Accountability Officer

General Expertise:      

A first level university degree in Social work and/or Humanitarian/Development

Duration: (# of months)

5 months

Work Location: 

Beirut, Lebanon

Duty Station: 

Beirut office

Department: 

MEAL

 

 

Type of Contract:

Full Time 

 

1. Purpose 

CARE is a leading relief and development non-governmental organization fighting global poverty. Established in 1946, it is now a confederation composed of 14 members and 4 affiliates. In 2016, CARE worked in 84 countries around the world, supporting development and humanitarian aid projects to reach more than 83 million people. While CARE is a large international organization with more than 11,000 employees worldwide, we have a strong local presence: 95% of our staff are nationals of the countries where our programs are run.

The Helpline Operator Officer is the first line of support to callers in need of information about humanitarian services, including urgent and sensitive information about GBV services, or those wanting to make a complaint about CARE’s services, or report incidents of sexual exploitation and abuse. The Helpline Operator Officer will provide information and conduct referrals where appropriate and be able to deliver Psychological First Aid if necessary.

2. Reporting Lines 

Senior Helpline and Accountability Officer

4. Specific Duties and Responsibilities 

JOB RESPONSIBILITY: (100% of time)

  • Prioritize protection principles, respect and confidentiality in responding to callers
  • Provide information directly to GBV survivors respecting confidentiality and the survivor-centred approach
  • Ensure that non-GBV information relevant to the caller’s requests are properly recorded to ensure quick and appropriate referrals
  • Offer Psychological First Aid to callers in distress
  • Seek support from the Gender in Emergencies and Protection Coordinator if issues arise
  • Be responsible for the proper implementation of all helpline operating procedures and refer all cases to the appropriate manager according to those procedures. 
  • Ensure the follow-up of all cases referred to the management team until the closure of the case.
  • Address beneficiaries’ queries through the helpline in a respectful and professional manner
  • Track referrals through collecting, tracking, and following up on beneficiary feedback using the referral tools and database.
  • Extract data from complaints/feedback boxes and enter into the databases
  • Ensures efficient data transmission and archives for future reference
  • Collect and organize list of beneficiaries according to protection data protocols
  • Conduct phone survey whenever needed.
  • Clean the data collected.
  • Report to the MEAL unit if any issues faced
  • Answer to any needs or requests addressed by beneficiaries in a professional and timely manner.
  • High commitment to confidentiality
  • Fully comply with CARE safety policies and COVID-19 precaution and guidelines

OTHER RESPONSIBILITIES AS ASSIGNED BY LINE MANAGER

5. Qualifications / special skills or knowledge

a. Skills & knowledge:

  • Experience in protection, case management and/or GBV programming including knowledge of the GBV survivor-centered approach, providing psychological first aid (PFA), handling referrals, and similar field/position is an advantage.
  • Extensive knowledge in humanitarian principles and humanitarian processes
  • Demonstrated communication skills and ability to liaise with affected communities
  • Demonstrated awareness and sensitivity to gender and diversity; experience and ability to live and work in diverse cultural contexts in a culturally appropriate manner; and capacity to make accurate self-assessment particularly in high stress and high security contexts.
  • Preferably trained on prevention of sexual harassment, exploitation and abuse (PSHEA).
  • Extensive experience interacting with and relating to gender professionals and international stakeholders at senior level.
  • Team player with strong interpersonal skills, with the ability to build strong internal relationships and networks.
  • Motivated self-starter who enjoys working in a collaborative and international environment

b. Experience: 

At least   1-3  years of relevant experience, especially at NGOs, academic organizations, standard-setting bodies, public agencies focused on protection and gender.

c. Academic background:

Bachelor’s degree in one or several of the following areas: Social work and/or Humanitarian/Development

  1. Languages: English and/ or Arabic are the working language of CARE International in Lebanon.
  1. of other languages is an asset.

PSEA and Save Guarding Child policy

CARE International in Lebanon is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status.

CARE International in Lebanon and its employees and stakeholders abide by the CARE International Protection from Sexual Exploitation and Abuse (PSEA) and Child Safeguarding Policies.

Expired

NOTE:

Daleel Madani, the civil society network, serves as a platform for organisations to post their professional opportunities, but is not involved in the recruitment process. The hiring organisation is solely responsible for the job and candidate selection.

Last modified: 
11 Sep, 2020
Intervention Sector(s):
Refugees
Application Deadline:
Thursday, 17 September 2020
Contract Type:
Full Time
Period of Employment:
5 months
Salary
N/A
Salary Range:
1200 to 1500 (USD)
Education Degree:
Bachelor Degree
Education Degree Details:
Experience Requirements:
1 to 2 years
Arabic Language:
Fluent
English Language:
Fluent
French Language:
None
Country/City: 
  • Lebanon
  • Beirut
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