Title: Hotline Operator
TEAM/PROGRAMME: Monitoring, Evaluation, Accountability and Learning (MEAL)
LOCATION: Cairo
GRADE: 6
POST TYPE: Fixed Term (FTA)
Child Safeguarding:
Level 3: the post holder will have contact with children and/or young people either frequently (e.g. once a week or more) or intensively (e.g. four days in one month or more or overnight) because they work country programs; or are visiting country programs; or because they are responsible for implementing the police checking/vetting process staff.
ROLE PURPOSE:
At Save the Children accountability is part of its core values. All staff take responsibility for using resources efficiently, achieving measurable results and being accountable to supporters, partners and, most of all, children. Save the Children is committed to improving the understanding and application of accountability approaches across all programmes. Accountability features as a main component of SCI organisation’s Quality Framework, and within the Management Operating Standards.
For that, Save the Children Egypt has started recently to develop the complaint and feedback mechanism using a hotline for receiving all complaints and feedbacks from beneficiaries. The role of the position is to ensure effective and quick response to all beneficiaries’ incoming calls, provide accurate information in compliance with SCI and SC Egypt regulations and guidance for receiving complaints and feedbacks and produce daily reports to the team leader.
Under the direct supervision of a complaint and response team leader, the Hotline operator will be responsible for managing the incoming calls, considering ZERO missed call, close following up of the complaints/cases, and providing the daily reports.
The position is Cairo based, and might include travel to Save the Children Egypt’s program locations across Egypt.
SCOPE OF ROLE:
Reports to: Complaint and Response Team Leader
Dimensions: Save the Children International works in 13 regions in Egypt with a current staff complement of approximately 250+ staff and current expenditure of approximately US $8 million each year.
Staff directly reporting to this post: None
KEY AREAS OF ACCOUNTABILITY:
- Responds to all incoming calls received on the hotline number
- Communicates a clear message to the beneficiary/complainant according to SC Egypt regulations and guidance.
- Provide accurate and timely information to the beneficiary/complainant
- Registers each call details in an excel sheet on the spot
- Defines the call complaint category according to SCI Accountability guidance
- Prepares and presents the daily report to team leader
SKILLS AND BEHAVIOURS (our Values in Practice)
Accountability:
- Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
- Holds the team and partners accountable to deliver on their responsibilities – giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved
Ambition:
- Sets ambitious and challenging goals for themselves (and their team), takes responsibility for their own personal development and encourages others to do the same
- Widely shares their personal vision for Save the Children, engages and motivates others
- Future orientated, thinks strategically
Collaboration: Builds and maintains effective relationships, with their team, colleagues, members and external partners and supporters
- Values diversity, sees it as a source of competitive strength
- Approachable, good listener, easy to talk to
Creativity:
- Develops and encourages new and innovative solutions
- Willing to take disciplined risks
Integrity:
- Honest, encourages openness and transparency
QUALIFICATIONS AND EXPERIENCE
- Bachelor’s degree in social studies or in development related fields;
- One-year experience working in handling complaints and phone calls from beneficiaries
- Experience working development organization, preferably humanitarian with refugees.
- Highly developed interpersonal and communication skills;
- Fluency in Arabic (spoken and written) and good working knowledge of English is preferred;
- Ability to work with children and vulnerable individuals and groups, including on sensitive topics
- Commitment to Save the Children values and Child Safeguarding;
Additional job responsibilities
The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.
Equal Opportunities
The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.
Child Safeguarding:
We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.
Safeguarding our Staff:
The post holder is required to carry out the duties in accordance with the SCI anti-harassment policy
Health and Safety
The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.
Date of issue: June 2018 Author: Monitoring, Evaluation, Accountability and Learning
More Information
- Job City Cairo
