World Vision International

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Hotline Assistant

Job Description

JOB OPPORTUNITY

Hotline Assistant - Erbil

PURPOSE OF POSITION:

The purpose of the position is to receive, record and respond to beneficiaries and non-beneficiaries related to the food voucher.

The holder of the position should communicate World Vision’s ethos and demonstrate a quality of spiritual life that is an example to others.

MAJOR RESPONSIBILITIES:

TIME SPENT

ROLE DIMENSION / DESCRIPTION

55 per cent

  1. Beneficiaries/ non Beneficiaries Calls

  • Ensure a systematic recording of beneficiaries calls

  • Respond to beneficiaries in timely and professional manner

  • Share the information of the calls with management

  • Share periodic weekly and monthly reports on beneficiaries calls

20 per cent

  1. Beneficiaries Call Analsysis

  • Identify and analsye common calls from beneficiaries and provide summary

20 per cent

  1. Coordination and collaboration

  • To co-ordinate and closely with the field distribution teams to ensure beneficiaries calls and feedback is shared.

  • Collaborate with WFP and other agencies related to calls received from beneficiaries

  • Come up with referral procedures shared with beneficiaries for cases outside the project scope

  • Assit project team by calling and following up beneficiaries no show cases

5 per cent

  1. Project Filing

  • Ensure project project documentation is up to date and audit compliant

  • Perform any other duties as required by the Project Manager or his/her designee.

Minimum education, training and experience requirements to qualify for the position:

  • High school diploma, higher education – undergraduate.

  • Previous experience in a related field is preferred.

  • Fluent in Arabic and/or Kurdish (speaking and writing).

  • Strong skills in Microsoft office especially database and MS Excel and reporting writing skills.

  • Strong interpersonal, communication skills and cross-cultural sensitivity to interact with staff and beneficiaries.

  • Ability to cope and work under pressure.

  • Well-organized, self-motivated, solution oriented, independent and ability to work in a team.

  • Full adherence to World Vision Child Protection, Code of Conduct and Conflict of Interest policies.

  • Self-disciplined with good time management skills.

  • The ability to produce clear and well organized documents.

  • Quantitative data analysis.

  • Office based position but might require short travel if needed to other governorates.