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Protection Helpline Assistant

Background on ACTED:

Since 1993, as an international non-governmental organization, ACTED has been committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for sustainable growth and fulfilling people’s potential. ACTED endeavors to respond to humanitarian crises and build resilience; promote inclusive and sustainable growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential. We go the last mile: ACTED’s mission is to save lives and support people in meeting their needs in hard to reach areas. ACTED is active in 37 countries and implements more than 380 projects a year reaching over 18 million beneficiaries with 160 international staff and more than 3,500 national staff.

ACTED has been operating in Libya since 2011, currently delivering assistance from its field level offices in Tripoli, Benghazi and Sebha with support from 12 international and 60 national staff.  ACTED’s ongoing programming aims to respond to the country’s most pressing emergency needs whilst building the resilience of communities through support to civil society and local governance. This includes an unconditional multi-purpose cash program, protection monitoring, helpline, and referral services, and quick impact projects (QIPs). Furthermore, ACTED is offering capacity building, grants, and networking opportunities to civil society and local governance actors under its Civil Initiatives Libya (CIL) program.

Position Profile:

• Position: Protection Helpline Assistant
• Base: Benghazi
• Gender: Any
• Contract duration: 4 months (Temporary)
• Contract Type: Full-time
• Starting date: ASAP
• Closing date: 8th-Jan-2022

Assignment

Under the direct supervision of the Protection Officer and Helpline Officer, the protection helpline assistant contributes to the everyday operations of the ACTED protection helpline. Acting as the point of contact for beneficiaries making use of the helpline, the helpline assistant must also log and categorize the calls, provide service-related information and follow up/refer beneficiary cases as appropriate. Additionally, the helpline assistant will also be responsible for developing appropriate messaging and implementing awareness raising activities aimed at promoting use of the protection services helpline among vulnerable communities and specific awareness raising sessions on protection issues.

FUNCTIONS

1. Support the promotion of the Protection Helpline through awareness raising activities
2.1 With support from the Helpline Officer and Protection Officer, operate the everyday functioning of the helpline system.
2.2 Build understanding and knowledge among ACTED staff, partners and local authorities on the protection helpline where appropriate.
2.3 Develop thematic protection and helpline IEC materials.
2.4 Support field outreach in order to spread awareness about the helpline and protection issues to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits;
2.5 Maintain records and reporting of helpline awareness raising and promotion activities (including description reports and approximate numbers of participants recorded through attendance sheets) and submit to Project Managers as required;

2. Support the operation of the Protection Helpline
2.1 Receive protection cases and queries through telephone helpline, in writing and in person;
2.3 Maintain confidential and detailed records of all cases received through the helpline in a database and other electronic and hard copy filing systems, as appropriate
2.4 Ensure the effective functioning of the protection helpline and that cases/queries are adequately recorded, analyzed, addressed and responded to in a timely manner.
2.5 Ensure that all cases are referred to relevant protection and health actors according to the service provider mapping and helpline guidelines and that cases requiring financial assistance are referred to the cash team for further assistance.
2.6 Coordinate with protection staff to ensure that referral lists are accurately updated.
2.7 Follow up on helpline calls to ensure that beneficiaries have received successfully received assistance either through referral, cash assistance, or the provision of information.
2.8 Analyse patterns and trends in helpline cases to help ACTED improve its programming and referral network.

3 Other
3.1 Provide regular and timely updates on progress and challenges to supervisors and other team members;
3.2 Assist project team members with other activities, as requested by immediate supervisor;
3.3 Perform any other related activities as assigned by immediate supervisor.

Key Performance Indicators

• Number of cases/inquiries received through the helpline and provided with assistance according to the helpline guidelines.
• Number of households reached with helpline awareness messaging and specific awareness raising on various protection issues.
• Number of cases/inquiries successfully referred to protection/health actors for assistance and cash team for cash assistance through the helpline.

 Within the ACTED Protection Department, all staff are expected to support the well-being and safety at all times while performing their regular duties. All Protection staff are bound by the ACTED Global Code of Conduct and the ACTED Child Protection Code of Conduct.

QUALIFICATIONS

• Bachelor degree required, psychology or social work background strongly preferred;
• 1 year of field experience in humanitarian work, protection experience strongly preferred;
• Familiarity with the aid system, and ability to understand donor and governmental requirement preferred;
• Ability to work with culturally diverse groups of people;
• Ability to travel and work in difficult conditions and under pressure;
• Proficient in written and spoken English and Arabic
• Proficient knowledge of Microsoft office (Word, Excel, PowerPoint etc.)

How to Apply:

• To Apply: We look forward to receiving both: Cover letter+ your CV with 2-3 references attached by email to: benghazi.jobs@acted.org
• THE POSITION YOU ARE APPLYING FOR HAS TO BE SUBJECTED IN YOUR EMAIL, OTHERWISE YOUR CV WILL NOT BE CONSIDERED.
• Please note that in line with ACTED-terrorism policy, and in accordance with donors’ compliance requirements, ACTED reserves the right to carry out anti-terrorism checks on its board members, staff, volunteers, consultants, financial service providers, contractors and sub-contractors. To this end, confirmation of an employment offer with ACTED will be subject to background checks which may include anti-terrorism screening.