Complaints & Hotline Assistant - Marib 1
Location: Based in NFDHR Field Offices in Marib governorate
Reporting to: Project Manager and MEAL Officer
Start date: August 2022
Contract duration: 6 Months
Contract type: Fixed term (full time)
The National Foundation for Development and Humanitarian Response (NFDHR) is a not-for-profit and non-governmental organization (NGO) that was established June 2012 in Yemen. Our vision is a peaceful and stable Yemen free of poverty, in which all people have equal access to basic needs and human rights, and our mission is to provide an integrated humanitarian and development response to aid Yemen and other conflict-affected countries through a professional, neutral, and transparent approach.
We aim to achieve our overall vision and mission by working to enhance local communities' development and stability through identifying structural causes of poverty, raising awareness, increasing access to basic services, and focusing on building citizens' capacities, especially women and youth, so as to enable their participation in the decision-making process that leads to sustainable development and a peaceful society within their developing and conflict-affected countries. NFDHR aims to accomplish these goals through its seven core programs: Food Security and Livelihoods (FSL); Water, Sanitation, and Hygiene (WASH); Health and Nutrition; CCCM; Education; Gender and Protection; Shelter and Non-food items (NFIs); and Peacebuilding and Governance.
In the process of recruitment, selection, and appointment NFDHR implement a range of procedures and actions including Criminal Background Checks/ International vetting/Certificate of good conduct to ensure children and vulnerable adults are safeguarded and abuse is prevented.
NFDHR has zero tolerance on sexual exploitation and abuse. All employment offers are conditional upon the receipt of satisfactory references and the signing our code of conduct, Safeguarding Policy with a particular focus on Protection from Sexual Exploitation and Abuse and Child Safeguarding. This position will also be subject to robust reference and background screening checks.
NFDHR is committed to the highest standards of openness, probity and accountability, as outlined in its own internal Code of Conduct and through signing up to the Core Humanitarian Standards. The Code of Conduct requires trustees, officers and employees to observe high standards of business and personal ethics in the conduct of their duties and responsibilities. As employees and representatives of NFDHR, we must practice honesty and integrity in fulfilling our responsibilities and comply with all applicable laws, regulations and our Code of Conduct.
Hotline Assistant Job Description
Hotline Assistant will provide support for the project activities. Provision of life-saving integrated response in Health, Nutrition, WASH, Shelter and Education to people in acute needs in the hard to reach, frontlines and under-served areas of Marib District, Marib governorate, The Hotline Assistant will be responsible to answer calls on the NFDHR hotline in a professional and friendly manner. He/she will be responsible to ensure that all calls are recorded in a systematic way, and that appropriate follow up is provided in a timely manner. This position is full-time, based on a 40-hour work per week, but varies from week to week as humanitarian need constantly oscillates according to the unstable conflict environment and funding availability.
Technical advice and guidance:
· Responsible for answering calls to NFDHR hotline and follows internal procedures to provide information and advice to callers in a friendly, patient manner.
Manage a quality service
· Keeps up-to-date with services and resources available within NFDHR to ensure accurate advice is provided to callers.
· Collaboratively work with other relevant colleagues from the office, to ensure trends reported through the hotline are kept track of, and that emergency cases are forwarded to the respective team at M&E unit.
Reporting and recording
· Maintains accurate and confidential record of calls
· Provides regular and accurate reporting as required
· Respects data confidentiality of beneficiary data
· Maintains professional boundaries at all times.
· Handles calls in a friendly, professional manner, even when under stress
The role of the Hotline assistant is not limited to the specific duties mentioned above. It is subject to change with the evolution of the conflict and in accordance with NFDHR’s vision and mission. As such, the Hotline assistant is required to manage all unforeseen issues and circumstances in relation to the monitoring and evaluation and should remain adaptable to perform responsibilities that may not be mentioned above, as and when required
· University degree or minimum of Secondary and prior experience with monitoring and evaluation is required
· English and Arabic language proficiency (speaking, reading, writing)
· At least 1-2 years’ experience working with an NGO, preferably in an emergency or conflict setting, including M&E capacity
· 1 years' experience in a humanitarian sector
· Experience working with governments, UN bodies, INGOs and local NGOs
Skills and Abilities:
· Ability to work under pressure and manage personal stress levels.
· Ability to take the initiative and work independently, innovatively and effectively with limited direct supervision
· Computer skills, including MS Office (Word, Excel)
· Knowledge of M&E related field-work such as surveys, sampling and data collection methodologies
· Excellent communication skills: written and oral
· Flexible and able to work well under pressure
· Capable of working collaborative with team members to achieve results
· Sensitive to gender issues and Gender Equity and Diversity (GED) principles.
· Relates and works will with people from different cultures, genders, religions and backgrounds
How to Apply
If you meet the requirements stated above, please apply through the below link:
Candidate must rename CV (First & Surname + Position)
Only Shortlisted candidates will be contacted