Employment Type: full- time (Sunday to Thursday 8h00-16h00)
Contract Duration: till 30-September-2019
Application Deadline: 10 January 2019
Main Duties & Responsibilities:
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Respond to helpline calls from potential callers
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Conduct follow-up on helpline calls using protocols and referral databases.
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Communicate and follow up with relevant unit, UN Agency or NGO.
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Keeping information about callers (IDPs) with confidentiality
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Assist in developing training and tools for helpline.
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Assist in updating, maintaining and expanding helpline network, resources and databases.
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Provide general relevant administrative support.
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Participate in regular meetings such as staff meetings, debriefings.
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Responsible for handling incoming phone calls by IDPs through dedicated helpline.
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Record calls and caller’s information by completing provided forms.
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Register complaints from IDPs, and follow up with concerned departments.
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Provide the information for IDPs to get to the services within the province of Erbil Gov.
Required Qualification & Skills;
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Bachelor degree or Diploma in social science or related studies.
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One year experience in volunteer work in related field.
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Fluent in Arabic and Kurdish, (English Language is an asset).
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Commitment to innovation and creative problem-solving.
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Confidence in working independently and as part of a team.
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Passionate for social justice, human rights and gender issues.
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Excellent interpersonal skills with a strong focus on open and direct communication.
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Excellent written and analytical skills.
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Detail-oriented with strong organizational skills.
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Demonstrated research skills and ability to handle large volumes of calls.
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Ability to multitask, juggle between multiple projects and prioritize efficiently.
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Ability to work well and problem-solve under pressure and maintain composure under
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stressful situations.
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Resiliently positive and energetic attitude.
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Experience working on a victim-centered or resource-oriented helpline.
