• Position Title:  Hotline Operator – CFM/AAP Support
• Duty Station: Remote/Home-based (Yemen); coordination with DEEM Taiz Office 
• Reports To:  MEAL Officer (technical); Community Engagement & AAP/CFM Assistant (operational)
• Contract Type:  Service Contract / Part-time, 9 months 
• Level/Salary: Level 6, Category F2 (pro-rated for part-time service arrangement)
• Working Hours: Flexible, minimum 20 hours/week; coverage during agreed peak hours (e.g., 4–6 hours/day, 5 days/week)
• Travel Requirement: None (remote role); occasional virtual coordination meetings

1. Position Purpose

To provide professional, confidential, and empathetic management of the project's Complaints and Feedback Mechanism (CFM) hotline, ensuring that affected populations across 27 targeted IDP sites in Al Khukhah District can safely access information, report concerns, and receive timely follow-up. The Hotline Operator serves as a critical entry point for accountability, supporting DEEM's commitment to community-centered programming, PSEA safeguards, and "closing the loop" on beneficiary feedback in line with YHF and CCCM Cluster standards.

Key Responsibilities & Duties

• Answer incoming calls to the dedicated CFM hotline (lines) during agreed coverage hours, using a respectful, neutral, and culturally sensitive tone in Arabic.
• Listen actively to callers, clarify the nature of inquiries/complaints, and provide accurate, non-sensitive information on project activities, services, and referral pathways.
• Register all calls in the standardized CFM digital register (Excel/Kobo-based), capturing: caller demographics (optional/anonymized), type of feedback, site location, urgency level, and action required.
• Distinguish between: (i) general inquiries, (ii) service feedback, (iii) protection concerns, and (iv) PSEA/safeguarding reports—applying appropriate escalation protocols for each category.
• Apply DEEM's CFM SOPs and escalation matrix to triage cases:
• Routine feedback: Log and forward to Community Engagement Assistant for site-level follow-up.
• Service gaps/referral requests: Share with CCCM Officer for coordination with service providers.
• Sensitive/protection concerns: Immediately escalate to MEAL Officer and Program Manager via secure channel, maintaining strict confidentiality.
• PSEA allegations: Follow zero-tolerance protocol: document minimally, escalate immediately to designated PSEA Focal Point, and refrain from investigation.
• Ensure all sensitive cases are handled per DEEM's Data Protection Protocol: no personal identifiers stored in shared files; use coded references; restrict access to authorized staff only.
• Support the "closing the loop" process by:
• Notifying callers (when contact details are provided and consent is given) on the status of their complaint (received/under review/resolved).
• Updating the CFM tracker with follow-up outcomes as communicated by field teams.
• Flagging unresolved or delayed cases to the MEAL Officer for adaptive management.
• Contribute to monthly CFM analysis reports by providing anonymized call summaries, trend observations, and community sentiment insights.
• Participate in weekly virtual check-ins with the Community Engagement Assistant and MEAL Officer to align on messaging, review escalation cases, and troubleshoot technical issues.
• Submit weekly call logs and summary reports to the MEAL Officer using standardized templates.
• Maintain strict adherence to DEEM's Code of Conduct, PSEA Policy, and Data Protection Protocol; complete mandatory orientation on safeguarding and confidential information handling prior to commencing duties.
• Ensure hotline branding and messaging align with project visibility guidelines (e.g., scripted intro/outro, approved key messages).
• Provide feedback to the MEAL team on caller experiences, common misconceptions, or barriers to accessing the hotline (e.g., network issues, literacy challenges).
• Support refinement of CFM materials (e.g., hotline scripts, FAQ sheets) based on field insights and community feedback.
• Model accountability and respect in all interactions to strengthen community trust in DEEM's commitment to listening and responding.

Qualifications & Experience Requirements

Essential

• Diploma or equivalent in Communication, Social Work, Psychology, or related field.
• Minimum 1–2 years of experience in call center operations, customer service, community feedback management, or humanitarian AAP/CFM roles.
• Demonstrated ability to handle sensitive conversations with empathy, neutrality, and confidentiality.
• Strong understanding of PSEA principles, safeguarding protocols, and ethical data handling.
• Excellent verbal communication skills in Arabic (native); basic written Arabic for log entries; functional English for tool navigation and reporting templates.
• Reliable internet connection, quiet workspace, and access to a dedicated phone line for remote work.

Desirable

• Experience working with IDP/refugee communities or in Yemen's humanitarian context.
• Familiarity with CCCM, Protection, or YHF accountability standards.
• Training in Psychological First Aid (PFA), active listening, or conflict de-escalation.
• Experience using digital tools for data entry (Excel, Kobo Collect, Google Forms).

Competencies & Skills

Working Conditions & Safeguards

• Remote Work: This is a home-based role; DEEM will provide necessary digital tools (CFM register template, escalation matrix, reporting formats) and virtual orientation.
• Confidentiality: All staff must sign DEEM's Confidentiality Agreement and Data Protection Protocol; unauthorized sharing of caller information is grounds for contract termination.
• Well-being Support: Hotline Operators handling sensitive content will have access to debriefing sessions and referral to psychosocial support if needed.
• Inclusion: DEEM encourages applications from women, persons with disabilities, and candidates from affected communities; reasonable accommodations available upon request.

Performance Indicators & Deliverables