Helpline Clerk

Posted 7 months ago by Qandil Swedish Humanitarian Aid
Location Erbil Job Type Contract
Salary Sector NGO
Employment Type: full- time (Sunday to Thursday 8h00-16h00)
Contract Duration: till 30-September-2019
Application Deadline: 10 January 2019
Main Duties & Responsibilities:
  • Respond to helpline calls from potential callers
  • Conduct follow-up on helpline calls using protocols and referral databases.
  • Communicate and follow up with relevant unit, UN Agency or NGO.
  • Keeping information about callers (IDPs) with confidentiality
  • Assist in developing training and tools for helpline.
  • Assist in updating, maintaining and expanding helpline network, resources and databases.
  • Provide general relevant administrative support.
  • Participate in regular meetings such as staff meetings, debriefings.
  • Responsible for handling incoming phone calls by IDPs through dedicated helpline.
  • Record calls and caller’s information by completing provided forms.
  • Register complaints from IDPs, and follow up with concerned departments.
  • Provide the information for IDPs to get to the services within the province of Erbil Gov.
Required Qualification & Skills;
  • Bachelor degree or Diploma in social science or related studies.
  • One year experience in volunteer work in related field.
  • Fluent in Arabic and Kurdish, (English Language is an asset).
  • Commitment to innovation and creative problem-solving.
  • Confidence in working independently and as part of a team.
  • Passionate for social justice, human rights and gender issues.
  • Excellent interpersonal skills with a strong focus on open and direct communication.
  • Excellent written and analytical skills.
  • Detail-oriented with strong organizational skills.
  • Demonstrated research skills and ability to handle large volumes of calls.
  • Ability to multitask, juggle between multiple projects and prioritize efficiently.
  • Ability to work well and problem-solve under pressure and maintain composure under
  • stressful situations.
  • Resiliently positive and energetic attitude.
  • Experience working on a victim-centered or resource-oriented helpline.

Share this Job

Qandil Swedish Humanitarian Aid


QANDIL is a not-for-profit, non-governmental, non-political, and non-religious Swedish humanitarian aid organization that was founded in 1991 in Stockholm, Sweden. Initially focusing on raising awa...

Live Jobs: 2 - View all Jobs
Sector Specialisms: NGO
Office Location: English Village, Erbil-Iraq