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Intake / Crowd Management Supervisor

Job Description

Under the direct supervision of the Project Manager/ CDC Coordinator; the Intake and crowd management Supervisor will be entitled to supervise the helpine/receptionist team along with crowd managment staff.

The Intake and crowd management supervisor will be directly in charge of the following responsibilities:

RESPONSIBILITY 1: Team management/HR (20%) ·

• Participate in recruitment and induction process of helpline/receptionist and crowd management staff under your line management/supervision ensuring appropriate training/support is provided.
• Directly manage & support the helpline/receptionist and crowd management on a daily basis, ensuring they can reach their weekly objectives.
• Conduct staff evaluation including improvement needs of your team (trainings, recruitment, etc.). · Manage HR issues faced on the field or within teams and report them to your line manager.
• Ensure conflict resolution (personal and professional) within your staff and inform relevant management/HR staff in case of difficulties.
• Ensure a good communication – coordination – information with your staff through regular coordination meetings.
• Build and maintain a team dynamic cohesion and professionalism which enables the objectives of Cesvi to be carried out.
• Ensure smooth communication and liaison with other Cesvi teams working in the CDC and other alternative locations, in close liaison with the CDC manager.
• Ensure strict application and respect of the Internal Regulation (including security and ethics) by your related staff; and liaise with the HR department for disciplinary procedures as necessary.

RESPONSIBILITY 2: Crowd management (40%)

• Ensure crowd management SOPs are applied on a daily basis at the CDC and alternative locations wherever Cesvi services are applied
• Act as the main focal point to report on arising issues during crowd management including any disruptive behaviours.
• Liaise directly with the operations/security manager, CDC manager, and other actors’ focal points to report issues appearing in crowd management and coordinate plans with Cesvi security team. · Track security cameras in a timely manner and report any incidents or signs of issues appearing.
• Directly be involved in crowd management of the POCs and help in organizing the POCs visiting the CDC.
• Prepare a weekly plan for the 3 Community-Based Workers in charge of crowd management to ensure a proper location-based split is applied (rotating between CDC and different alternative locations).
• Liaise with the CBP Supervisor for involvement of Community mobilizers in communication with crowds when needed. · Track the POCs triaging process and ensure timely and adequate service provision is taking place.
• Triage at crowd area should include crowd and helpline and be supervised by the crowd manager.
• Communicate with logistics and CDC manager for changes needed in terms of structure of the POCs waiting areas (such as adaptation of space, need of chairs, modification of signs, etc.).
• Ensure POCs entering the CDC are entitled to receive services and that the relevant staff of the case is accompanying the case to the appropriate service. · Ensure all POCs leave the CDC at the end of the day and that no one is left behind inside the building in close communication with the guards’ team and their supervisor.

RESPONSIBILITY 3: Intake, helpline, and POCs reception management (40%)

• Ensure that all phone calls received on Cesvi helpline are being well addressed and tickets are being filled. · Track ticketing system and ensure tickets filled are well detailed and covering all aspects of the case received
• Follow up on the referrals done by the helpline team to close the referral by the action taken, otherwise liaise with the referred unit focal point for timely involvement
• Ensure messages shared with POCs by the reception team are clear, identical, and not contradictory
• Ensure Frequently Asked Questions are updated and used to provide feedback to helpline callers.
• Ensure a proper rotation (when applicable) between the 3-reception team to manage the helpline numbers and/or calls for appointments for the different services (mainly PNAs and Cash services).
• Track the appointment booking system and the PowerBI dashboards to report any issues overbooked appointments to eliminate potential crowd management issues.
• Ensure all POCs are given an appointment card when entering the CDC and that the card is discarded after the service is provided. · Liaise with logistics and CDC manager for issuing new appointment cards with the needed modifications when relevant.
• Ensure POCs walking in without an appointment should be the responsibility of the crowd team to add to the system.
• Participate in awareness session activities about CDC and its services and policies.

Additional responsibilities:

• Ensure proper training and empowering the staff of crowd and receptionists.
• Ensure crowds and receptionists are aware of SOPs and any updates of criteria.
• Prepare a monthly report on staff data extraction and analysis for continuous improvements.
• Ensure good communications with partners related to POCs across services, such as urgent cases, referrals, and discharge cases.

Job Requirements

Education:

• University degree in Social Work, Psychology, Business Administration, or other relevant fields.

Experience:

• Minimum of 2 years of experience in managing teams in humanitarian settings, particularly with refugees or displaced populations.
• Familiarity with intake systems, crowd management, or similar operational roles.
• Experience in protection and/or service provision

Skills:

• Strong organizational skills for managing schedules, triage processes, and service delivery.
• Proficiency in using basic IT tools, including Microsoft Office and appointment or ticketing systems
• Excellent interpersonal skills for engaging with refugees, team members, and external partners.
• Strong conflict resolution and problem-solving skills to address issues among staff or with POCs (Persons of Concern)
• Good oral and written communication skills in English and Arabic

Key Attributes:

• Strong problem-solving and conflict resolution abilities.
• Adaptability and resilience to manage high-pressure situations.
• Commitment to principles of humanitarian work, including a survivor-centered approach and sensitivity to cultural and gender differences

How To Apply

Please Submit your CV to tripoli_recruitment@cesvioverseas.org

Note: Email subject must include the position title.

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