TITLE: Hotline Assistant
TEAM/PROGRAMME: Education Program

ROLE PURPOSE: 

The hotline assistant works under the responsibility of the Accountability Officer and manages the Hotline established in the targeting Community and schools.
She/he is the primary interface to all affected population that use the hotline as a CFM tool. 
She/he needs to be fully familiar with the services provided by UNHCR Partner (Al-Awn Foundation for Development) and with the implementing activities, in order to provide proper information to the callers.

SCOPE OF ROLE: Aden, Lahj and Al Mukalla

Reports to: Accountability Officer   

Main Responsibilities:

• Answers all calls by beneficiaries reaching through the targeting Community and schools’ hotline, treating all callers with respect, courtesy and confidentiality and sensitivity.
• Ensure timely and appropriate direct response, whenever possible, to satisfy the queries of the beneficiaries, based on knowledge and material (Q&A) developed by UNHCR and Al-Awn Foundation for Development (on critical topics related to activities, assistance, programs of the targeting Community and schools).
• Ensure accurate and timely recording of all hotline calls using the standard form/ log according to the CFM SOPs.
• When the answers could not be directly provided to the caller, liaise with the various staff of the targeting Community and schools for proper follow up and referrals of queries reported through the Hotlines.
• Liaise with the Accountability Officer for all complaints reported through hotlines.
• Consult any complicated and serious complaints including allegation of violation of CoC and SEA, recommendations and feedback with the Accountability Officer in a timely manner, who needs to immediately report serious complaints to the partners’ management and UNHCR CFM FP.
• Conduct awareness rising/ training sessions on CFM and PSEA for the staff and beneficiaries.
• Preparing the weekly and monthly report on CFM and PSEA.  
• Support the Accountability Officer to improve and implementation of FGD, KII, surveys, DDM & PDM in targeted locations.
• Perform other tasks if/when required e.g., post-assistance distribution monitoring.

Working Modality:

Hotline assistant(s) are located at targeting Community and schools.

General

• Comply with Al-Awn Foundation policies and practice with respect to code of conduct and other relevant policies and procedures.

SKILLS AND BEHAVIOURS (our Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Al-Awn Foundation 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.

Required profile:

• Fluency in Somali language. 
• Excellent communication and inter-personal skills
• Excellent facilitation skills, and strong understanding of how to collect feedback safely and
• accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Organization skills
• Computer skills and competency in word, Excel as a minimum.