Helpline Operator

Posted over 1 year ago by Qandil Swedish Humanitarian Aid
Location Erbil Job Type Permanent
Salary Sector NGO
The helpline services 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 Assistant is primarily responsible for answering calls from the helpline and carrying out follow-up in response to helpline calls, conducting relevant research, creating general information and training documents, updating and maintaining the information databases, and performing administrative tasks related to the operation of the helpline.
  • 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.
  • Bachelor degree or Diploma in social science or related studies.
  • Fluent in Arabic and Kurdish, (English Language is an asset)
  • Commitment to innovation and creative problem-solving.
  • One year experience in volunteer work in related field.
  • 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.


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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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