Helpline Operator

Posted over 1 year ago by Qandil Swedish Humanitarian Aid
Location Duhok Job Type Contract
Salary Sector Operations , NGO
Employement Type: Full- time (Sunday to Thursday 8h00-16h00) 
Contract Duration: Till 31 December 2018
Application Deadline: 21 Oct 2018
QANDIL is a Swedish non-profit, non-political, non-religious humanitarian aid organization that was founded in 1991 in Stockholm, Sweden. Having continuously operated in the Kurdistan Region ever since, QANDIL’s main priorities of work are construction and infrastructure activities, refugee and IDP initiatives, health, water, sanitation and hygiene, and capacity building. 
Job Description: 
The Helpline Operator Respond to helpline calls from potential callers and Conduct follow-up on helpline calls using protocols and referral databases.
Major Duties and Responsibilites:
  • Uphold QANDIL and UNHCR’s code of conduct, and ensure that all persons of concern are treated with dignity and respect, in accordance with humanitarian principles and human rights standards.  
  • 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 & Refugees) 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 and Refugees through dedicated helpline.  
  • Record calls and caller’s information by completing provided forms. 
  • Register complaints from IDPs and Refugees, and follow up with concerned departments. 
  • Provide the information for IDPs and Refugees to get to the services within the province of Duhok Gov. 
  • Perform other duties as assigned by supervisor or related to Qandil Organization when needed.


Required Qualifications (Education, Knowledge, and Skills):
  • University Degree in Human Science or IT; 
  • Minimum one year or two years’ experience in the same position or field.
  • Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds;  
  • Ability to handle confidential matters, meet deadlines and work under pressure; 
  • Personal commitment, efficiency, flexibility, and drive for results. 
  • Excellent written and verbal communication skills, in addition to organizational skill.

Applications not meeting the specified minimum requirements or received after closing date may not be considered. Shortlisted candidates will be contacted for an interview that may include a written test of communication and writing skills.


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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...

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