Summary: The helpline service is designed to address the needs of IDPs within Erbil Governorate, by providing general information, specific needs, and referrals to social services and will collect information on sensitive cases. This helpline service aims to provide support to IDPs in the region. The Helpline operator is primarily responsible for answering calls from the helpline and carrying out follow-up in response to helpline calls, via email with Accountability Officer, updating and maintaining the information databases, and performing administrative tasks related to the operation Accountability unit.
Duties and 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 Department.
Keeping information about callers person of concern 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 and trainings.
Responsible for handling incoming phone calls by person of concern through dedicated helpline.
Record calls and caller’s information by completing provided forms.
Register complaints from person of concern and follow up with concerned departments.
Provide the information for person of concern regarding NGOs services and government.
Qualifications & Preferred Skills
Required Qualification & Skills;
Bachelor degree or Diploma in social science or related studies or related experience;
Minimum one year experience in volunteer work in related field;
Fluent in Arabic and Kurdish Languages, 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.
Fast typing skills for helpline database recording.
Detail-oriented with strong organizational skills.
Ability to handle large volumes of calls.
Ability to multitask, juggle between multiple projects and prioritize efficiently.
Ability to work well under pressure and maintain composure under stressful situations.
Resiliently positive energetic attitude and have a good sense of humane.
Experience working on a victim-centered or resource-oriented helpline