REFERRAL CLERK

                                                                                                REFERRAL CLERK

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

Under the direct supervision of  Protection & Community Outreach Manager

under the technical supervision Base Program Coordinator

under the overall supervision Field Coordinator

1-GENERAL OBJECTIVE

The Referral Clerk is responsible for answering the calls of the hotline and for welcoming people at PU-AMI’s premises. S/he is responsible for conducting proper interviews to determine the person/family’s needs, based on their request. S/he fills the referral form, refer it to the proper stakeholder and ensures a proper follow-up of the referral.

S/he ensures the correct and timely computerization of all referrals-related data collected, including the one collected at field level by the project staff, as well as maintaining the referrals database.

2- RESPONSIBILITIES AND TASKS

Role and Responsibilities                  

Referrals Management:

• Answer the hotline calls and welcome the office visits with a professional attitude, through an accountable and respectful approach;
• Analyze 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 actors when needed;
• Communicate the case to the relevant person in charge in a synthetic and coherent way, respecting confidentiality and dignity of the beneficiaries.
• Fill the Internal Referral Database with accurate data issued from calls, visits or referrals sheets from field staff
• Ensure the external referrals through the Inter Agency Form;
• Follow up on the cases with the relevant program team/external actors and fill the referral database with updates on the case on a regular basis;
• Revert to the beneficiaries with feedback  on their case;
• Be familiar with the humanitarian service providers in Akkar and know and update the internal and external contact lists, in order to provide information to refugee households.

Data management and reporting

• Translate data from Arabic to English and from English to Arabic (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);
• 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;
• Report to the Protection and Community Outreach Manager on these meetings and the related action points;

•   Produce weekly/monthly analytical reports on referrals;
•   Receive the complaints from beneficiaries and share them with the Base Program Coordinator.

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

3-PRIORITIES OF THE DEPARTMENT

- To ensure an efficient functioning of the hotline and the visit office;

-To ensure a good implementation of the referral and follow up system (internally and externally);

-To reinforce the communication and the integrated approach between the different sectors of intervention through internal referrals.

QUALIFICATIONS

Mandatory requirements

Language skills: Fluent in English and Arabic (speaking/reading/writing)

Education degree: University degree or Technical diploma in a Social Sciences field

Work experience: Mandatory experience in an office environment, preferably in an NGO

Knowledge and skills: Acquaintance with INGO rules, procedures and regulations

• Computer skills: Excellent knowledge of Word, Excel and Access (Data Manipulation and Report generation)
• Very Good Typing Skills

Other:

assets

Interests: Work in relief, 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 accountability approach; respecting the dignity and the wishes of the beneficiaries while giving them highlight information. 
• Respect of confidentiality principle