Hotline Operator – Third-Party Service Provider

• Location: Taiz
• Contract Type: Third-Party Service Contract  10 months
• Sectors: FSAC, Health, Nutrition and WASH
• Activity: Hotline / Community Feedback Mechanism (CFM)

Job Summary

The Hotline Operator will provide daily hotline management services to ensure that beneficiaries and community members can access timely information, guidance, and feedback channels related to the project's FSAC, Health, Nutrition, and WASH activities.
The service provider will receive and respond to incoming calls in a professional, respectful, confidential, and non-discriminatory manner; provide accurate information based on approved project materials; register calls, complaints, feedback, and requests using the established CFM tools; and refer or escalate cases requiring further action to the relevant project staff and Monitoring, Evaluation, Accountability and Learning (MEAL)/Accountability team.
The service provider will maintain accurate hotline records, identify recurring issues and trends, support appropriate referrals and follow-up, and submit verified periodic records and reports in accordance with the service contract and applicable CFM procedures.

Key Responsibilities

• Manage incoming calls through the project's designated hotline on a daily basis.
• Respond to callers promptly, professionally, respectfully, and with appropriate sensitivity and confidentiality.
• Provide accurate and consistent information on available FSAC, Health, Nutrition, and WASH activities and services, using approved project information, FAQs, and communication materials.
• Listen carefully to callers and identify their questions, requests, complaints, feedback, or information needs.
• Register and document all hotline calls accurately and promptly using the approved hotline log, forms, or electronic data collection tools.
• Record complaints and feedback in accordance with the project's Community Feedback Mechanism (CFM) SOPs and procedures.
• Provide immediate guidance and information whenever the requested information is within the service provider's approved scope and available information.
• Refer inquiries, requests, and cases that cannot be addressed directly to the relevant project staff or service point for appropriate follow-up.
• Escalate serious, sensitive, or urgent complaints to the designated MEAL/Accountability focal point in accordance with established escalation procedures.
• Immediately flag complaints or disclosures involving serious protection concerns, safeguarding, sexual exploitation and abuse (SEA), or violations of the Code of Conduct through the designated confidential reporting and referral channels, without investigating or attempting to resolve such cases independently.
• Maintain confidentiality and protect the personal information of callers and complainants at all times.
• Follow up on referred inquiries or complaints when required and within the responsibilities assigned under the CFM procedures.
• Inform callers about available feedback, complaint, and referral channels, including alternative channels where appropriate.
• Support referrals for cases or requests that fall outside the project's scope in accordance with established referral pathways.
• Identify frequently raised questions, recurring complaints, access barriers, and common concerns reported through the hotline.
• Prepare concise summaries of hotline calls, complaints, feedback, referrals, and recurring issues for review by the MEAL/Accountability team.
• Coordinate with relevant project and field teams to ensure that beneficiary feedback and reported issues are communicated through the appropriate channels.
• Support the collection, organization, and secure storage of hotline and CFM data in accordance with established procedures.
• Maintain accurate and organized documentation and records related to hotline activities.
• Submit weekly and monthly hotline records/reports and other agreed deliverables for verification.
• Share verified CFM trends with the designated MEAL/Accountability focal point and Reporting/IMS Officer through the established reporting process, while maintaining confidentiality and applying data-minimization principles. 
• Ensure that submitted records are complete, accurate, timely, and suitable for monitoring and audit purposes.
• Participate in coordination or review meetings when requested and provide relevant information on hotline activities and emerging issues.
• Perform other hotline and CFM-related tasks directly related to the contracted services, as requested by the designated MEAL/Accountability focal point.

Required Qualifications and Experience

• Bachelor's degree or diploma in Social Sciences, Psychology, Counseling, Development Studies, Community Development, Communications, or another relevant field. Equivalent relevant experience may be considered.
• Previous experience in hotline operation, call center services, community feedback mechanisms, accountability, customer service, complaints handling, or humanitarian/community-based programs is desirable.
• Experience working with humanitarian organizations, NGOs, or community-based programs is an advantage.
• Good understanding of community dynamics and the local context in Taiz.
• Excellent communication and interpersonal skills.
• Strong active listening skills and the ability to communicate clearly and respectfully with people from different backgrounds.
• Ability to understand and accurately record callers' concerns and information.
• Ability to provide clear guidance based on approved information and procedures.
• Good judgment and ability to recognize cases requiring referral or escalation.
• Strong organizational skills and attention to detail.
• Ability to manage multiple calls and tasks while maintaining accuracy and confidentiality.
• Basic computer and data-entry skills and ability to use electronic or paper-based hotline/CFM recording tools.
• Ability to prepare clear and accurate periodic records and reports.
• Commitment to confidentiality, safeguarding, PSEA, protection, accountability, and do-no-harm principles.
• Fluency in Arabic is required; English language skills are an advantage.

Key Deliverables and Verification

Payment will be made   with the service contract. Deliverables may include:

• Daily management and handling of incoming hotline calls.
• Complete and accurate registration of calls, complaints, feedback, and requests.
• Appropriate provision of information and guidance based on approved project materials.
• Documented referrals and escalations requiring follow-up.
• Timely escalation of serious or sensitive complaints through designated channels.
• Records of follow-up actions, where applicable.
• Weekly and monthly summaries of hotline calls and reported issues.
• Identification and reporting of recurring concerns, access barriers, and frequently raised questions.
• Complete, accurate, confidential, and properly maintained hotline/CFM records.
• Submission of all agreed monthly records and reports within the required timeframe.