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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. With a team of 4,300 national staff 300 international staff, ACTED is active in 35 countries and implements more than 490 projects a year reaching over 11 million beneficiaries.

Country profile

ACTED has been programming in Libya since March 2011. Initially focusing on responding to the humanitarian crisis in the wake of the conflict, ACTED set-up offices across the country, providing vital humanitarian assistance to displaced and vulnerable populations. Furthermore, during this period ACTED utilized its assessment and mapping capabilities to help coordinate and provide information for the humanitarian response and reconstruction of the country. Since January 2012, building on the strong networks developed during the emergency response, ACTED started to work on post-conflict projects, particularly focusing on supporting the nascent Libyan civil society. ACTED is notably implementing the Civil Initiatives Libya (CIL) program which is providing capacity building and technical assistance to Libyan local actors, mainly Civil Society Organizations (CSOs), Local Authorities and Universities. The overall objective of CIL is to define methods and approaches, adapted to the Libyan context, and improve the resilience of communities and local institutions in time of crisis.

Since 2017, ACTED is working in partnership with UNHCR to address the needs of the Internally Displaced Persons (IDPs) and returnees in the post-conflict areas on both Cash Based Interventions and Quick Impact Projects (QIPs) to respond to life-saving needs through small scale community-based projects.

Position profile

Position: Protection Helpline Assistant
Gender: Any
Contract duration: 3 months (Possibility to extend)
Contract Type: Full-time
Starting date: ASAP
Closing date: 31st- Jan-2020

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 supporting the Helpline Officer in 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. Supporting the promotion of the Protection Helpline through awareness raising activities

2.1 With support from the Protection Officer and Helpline 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 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;

2.4 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 operations 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.

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 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 , social work background strongly preferred and will be given due consideration.

• At least 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 is preferred

Ability to work with culturally diverse groups of people;

Ability to travel and work in difficult conditions and under pressure;

Highly proficient in written and spoken English and Arabic

Proficient knowledge of Microsoft office (Word, Excel, Powerpoint…)

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 YOUR APPLYING FOR HAS TO BE SUBJECTED IN YOUR EMAIL OTHERWISE YOUR CV WILL NOT BE CONSIDERED.
• Please note Only qualified candidates will be contacted for an interview