Family Counseling and Development Foundation 

Family Counseling and Development Foundation is a non-governmental humanitarian organization which was established on January 8, 2011 in Yemen. FCDF is specialized in providing mental health and psychosocial support services for 12 years to men, women and children who seek help, including a qualified Yemeni staff who are very specialized in MHPSS.

Job title: Hotline Operator in Dhamar Governorate 
Governorate: Dhamar- Wesab Alsafel
Work venue: Family Counseling and Development Center – Sana'a
Working hours: Full time (8 hours)
Closing on: 21/03/2025

Duties and Responsibilities:

• Receive and register complaints/feedback in the tracking system and report minor and major cases to the Project Manager.
• Answer calls on a daily basis from project participants, stakeholders, and community members within working hours and ensure the hotline operates effectively during designated hours.
• Set up and manage the Feedback Registry and ensure the proper functioning and security of tools such as KOBO or other approved systems.
• Operate and manage the hotline system, including WhatsApp and other communication channels, efficiently and coordinate with relevant staff to ensure timely and appropriate responses to received feedback.
• Receive, manage, and classify inquiries, feedback, and complaints from project participants and community members into categories such as (complaints, requests for information, suggestions, and compliments).
• Accurately record data in the feedback registry and immediately flag any major programmatic complaints or violations, such as child abuse, sexual exploitation and abuse (SEA), or breaches of the organization's code of conduct.
• Data collection, documentation, and reporting to the M&E Assistant and direct supervisor.
• Maintain accurate and well-organized records of all communications and responses.
• Communicate and disseminate complaints-handling procedures, policies, and tools to project staff and stakeholders to ensure transparency and accountability.
• Conduct awareness sessions for beneficiaries, field staff and community members on feedback mechanisms and complaints-handling procedures.
• Implement other activities related to the objectives of the MEAL (Monitoring, Evaluation, Accountability, and Learning) unit and technical support team, as assigned by the Supervisor.

Qualifications and Requirements:

• Bachelor’s degree in Social Sciences, Business Administration, Development Studies, or any related field.
• Minimum of two years of experience in complaints and feedback management, protection, or psychosocial support within humanitarian or non-governmental organizations.
• Experience using digital data management systems such as KOBO, CommCare, or similar platforms.
• Knowledge of protection mechanisms, particularly in cases involving gender-based violence (GBV), child protection, or general protection issues.
• Strong communication skills with the ability to handle complaints and inquiries professionally and confidentially.
• Ability to analyze data and prepare accurate reports on cases and feedback trends.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work under pressure and handle sensitive cases effectively.
• Fluency in Arabic is required; English or other relevant local languages are an advantage.