Entry-Level Hotline Assistant At The Catholic Relief Services 242 views7 applications


Catholic Relief Services (CRS) is an International non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist persons on the basis of need, regardless of creed, ethnicity or nationality. CRS works through local church and non-
church partners to implement its programs, therefore, strengthening and building the capacity of these partner organizations is fundamental to programs in every country in which CRS operates. CRS re-established presence in Nigeria in 2000 and currently focuses on vulnerable children, agriculture, health and HIV, extractives and governance, and peace building programming.

We are recruiting to fill the position below:

Job Title: Hotline Assistant
Reference Number: HOTLINE061
Location:  Maiduguri
Project Background

  • Under the direct supervision of the MEAL Manager, the Hotline assistant will be responsible for receiving and transcription all feedback received through the hotline and share them to the adequate person.
  • The Hotline assistant will be based in Maiduguri and will work closely with the Monitoring Evaluation Accountability and Learning (MEAL) team for technical support.

Job Responsibilities

  • Receive and manage calls on daily basis from Monday to Friday, 8:00am – 4:00pm for CRS Program in North East Nigeria, with professionalism and respect.
  • Able to disseminate complex scientific information and explain it in a user-friendly manner.
  • Provide emotional support via the telephone or in-person when necessary.
  • Contribute and implement potential new hotline services that is align with Country Program hotline system.
  • Contribute to the development of quality standards of the hotline service.
  • Maintain proper documentation.
  • Ensure all the information shared by the callers are correctly and accurately transcripted.
  • Assess the information needs of callers and provide appropriate, evidence based information and provide appropriate signposting based on the information flow and/or referral, if necessary.
  • Ensure that the transcriptions of all calls are transmitted to the adequate person.
  • Ensure all feedback collected from beneficiaries are kept confidential.

Qualifications and Skills

  • Graduate level (HND/degree)
  • At least 1 year experience receiving and managing calls, in a call center preferably.
  • Knowledge of English, Hausa and Kanuri mandatory. Shuwa and Fulani would be an advantage.
  • Possess excellent writing skills for correspondence, reports and/or briefs.
  • Effective communication skills: able to speak sensitively to a wide range of individuals (who may be in distress).
  • Team-oriented and strong interpersonal skills.
  • Ability to work effectively under pressure and to organize and prioritize a variety of initiatives
  • Experience working with Information and Communication Technologies (software and hardware)
  • Experience in providing psychosocial support.
  • High degree of competency and comfort with information and communication technology.
  • Strong listening capacities, high degree of empathy and self-confident in challenging situations; able to manage emotions when dealing with people in distress.

How to Apply
Interested and qualified candidates should download the “Application Form” and send with a detailed 3-page resume in a single file word document to: [email protected] The position title and location must be expressly stated as the subject of the email quoting reference number: HOTLINE061.

Note

  • Applications must reach us on or before the closing date.
  • Only shortlisted candidates will be contacted.
  • CRS is an equal-opportunity employer and do not discriminate on the basis of race, color, religion, etc.
  • This position is contingent upon funding

More Information

  • Job City Borno State
  • This job has expired!
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Catholic Relief Services was founded in 1943 by the Catholic Bishops of the United States to serve World War II survivors in Europe. Since then, we have expanded in size to reach more than 100 million people in 101 countries on five continents.

Our mission is to assist impoverished and disadvantaged people overseas, working in the spirit of Catholic social teaching to promote the sacredness of human life and the dignity of the human person. Although our mission is rooted in the Catholic faith, our operations serve people based solely on need, regardless of their race, religion or ethnicity. Within the United States, CRS engages Catholics to live their faith in solidarity with the poor and suffering people of the world.

CRS is motivated by the example of Jesus Christ to ease suffering, provide development assistance, and foster charity and justice. We are committed to a set of Guiding Principles and hold ourselves accountable to each other for them.

Watch what happens when little miracles touch the lives of the most vulnerable people around the world. Witness the lifesaving help and hope provided by Catholic Relief Services. Take a look at just how far your heart can reach.

As the official international humanitarian agency of the Catholic community in the United States, CRS is governed by a board of directors comprising clergy, most of them bishops elected by the United States Conference of Catholic Bishops, as well as religious and Catholic lay men and women.

CRS maintains strict standards of efficiency, accountability and transparency: 93% of our expenditures go directly to programs.

CRS' commitment to Catholic teaching

Catholic Relief Services is a manifestation of love for our brothers and sisters around the globe by the Catholic community of the United States. We protect, defend and advance human life around the world by directly meeting basic needs and advocating solutions to injustice. CRS is a pro-life organization dedicated to preserving the sacredness and dignity of human life from conception to natural death. Every aspect of our work is to help life flourish. We are resolute in our commitment to the Church and its teaching.

As a part of the Universal Church, we work with local Catholic institutions around the world. As a Catholic agency that provides assistance to people in need in 101 countries without regard to race, religion or nationality, we also participate in humanitarian initiatives undertaken by a range of groups, including governments, other faith communities and secular institutions. Although some positions and practices of these institutions are not always consistent with the full range of Catholic teaching, CRS' work with these institutions always focuses only on activities that are fully consistent with Catholic teachings.

CRS employs Catholics as well as non-Catholics. Membership in professional associations enables our staff to obtain information and technological advances that best prepare us to serve those in our care—and we do so in full accordance with Catholic teachings. Our staff members also belong to coalitions that extend the reach of services to poor people who often live in remote areas where CRS does not operate. These coalitions give CRS a platform to present effective methods and procedures that demonstrate the efficacy of Catholic approaches to health and family planning. These are our opportunities to make space in the public sphere for the Catholic viewpoint and to witness to our faith.

Connect with us
0 USD Borno State CF 3201 Abc road Full Time , 40 hours per week Catholic Relief Services

Catholic Relief Services (CRS) is an International non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist persons on the basis of need, regardless of creed, ethnicity or nationality. CRS works through local church and non- church partners to implement its programs, therefore, strengthening and building the capacity of these partner organizations is fundamental to programs in every country in which CRS operates. CRS re-established presence in Nigeria in 2000 and currently focuses on vulnerable children, agriculture, health and HIV, extractives and governance, and peace building programming.We are recruiting to fill the position below:Job Title: Hotline Assistant Reference Number: HOTLINE061 Location:  Maiduguri Project Background

  • Under the direct supervision of the MEAL Manager, the Hotline assistant will be responsible for receiving and transcription all feedback received through the hotline and share them to the adequate person.
  • The Hotline assistant will be based in Maiduguri and will work closely with the Monitoring Evaluation Accountability and Learning (MEAL) team for technical support.

Job Responsibilities

  • Receive and manage calls on daily basis from Monday to Friday, 8:00am – 4:00pm for CRS Program in North East Nigeria, with professionalism and respect.
  • Able to disseminate complex scientific information and explain it in a user-friendly manner.
  • Provide emotional support via the telephone or in-person when necessary.
  • Contribute and implement potential new hotline services that is align with Country Program hotline system.
  • Contribute to the development of quality standards of the hotline service.
  • Maintain proper documentation.
  • Ensure all the information shared by the callers are correctly and accurately transcripted.
  • Assess the information needs of callers and provide appropriate, evidence based information and provide appropriate signposting based on the information flow and/or referral, if necessary.
  • Ensure that the transcriptions of all calls are transmitted to the adequate person.
  • Ensure all feedback collected from beneficiaries are kept confidential.

Qualifications and Skills

  • Graduate level (HND/degree)
  • At least 1 year experience receiving and managing calls, in a call center preferably.
  • Knowledge of English, Hausa and Kanuri mandatory. Shuwa and Fulani would be an advantage.
  • Possess excellent writing skills for correspondence, reports and/or briefs.
  • Effective communication skills: able to speak sensitively to a wide range of individuals (who may be in distress).
  • Team-oriented and strong interpersonal skills.
  • Ability to work effectively under pressure and to organize and prioritize a variety of initiatives
  • Experience working with Information and Communication Technologies (software and hardware)
  • Experience in providing psychosocial support.
  • High degree of competency and comfort with information and communication technology.
  • Strong listening capacities, high degree of empathy and self-confident in challenging situations; able to manage emotions when dealing with people in distress.

How to Apply Interested and qualified candidates should download the "Application Form" and send with a detailed 3-page resume in a single file word document to: [email protected] The position title and location must be expressly stated as the subject of the email quoting reference number: HOTLINE061.Note

  • Applications must reach us on or before the closing date.
  • Only shortlisted candidates will be contacted.
  • CRS is an equal-opportunity employer and do not discriminate on the basis of race, color, religion, etc.
  • This position is contingent upon funding
2017-06-28

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