Hotline Officer

Helem, is the first LGBTQIA+ rights organization in the Arab world, officially established in Beirut, Lebanon in 2001. Its mission is to lead the struggle for the liberation of Lesbians, Gays, Bisexuals, Intersex, Transgendered, Queer (LGBTQIA+) and other people with non-conforming sexualities and/or gender identities in Lebanon and the SWANA region from all sorts of violations of their individual and collective civil, political, economic, social, and cultural rights. Our goal is to empower young LGBTQIA+ leaders to advocate for their own liberation. We seek to create initiatives and spaces where our communities can leverage unity through diversity and build power. We protect and support individuals with the resources to resist the harm caused by homophobia and transphobia. We empower our youth through education and community building, and we mobilize to change the laws, policies, and practices that deny us equality and reduce our quality of life.

Helem is looking for a part-time hotline officer to be able to field emergency calls and applicant queries as well as manage the organization’s referral system. The position will be part of a large protection team and can be done remotely. Candidates with previous experience in handling hotlines and working in humanitarian emergency settings are strongly encouraged to apply.

Job Description:

• Maintain the proper functioning and continuous operation of Helem’s hotline and services email account and ensure that they are answered in a timely and proper manner according to the established protocol;
• Maintain a meticulous and complete record of all calls, messages, cases and inquiries made through the hotline, email, and/or the inboxes;
• Update and upgrade all of Helem’s emergency response and referral protocols in coordination with the protection and services department;
• Ensure that all beneficiaries are referred to their proper service provider both inside and outside the organization and that all cases are followed up with at least once after the initial call and as many times as necessary to complete a case;

• Handle all emergencies after working hours with the assistance of the protection officers and/or the services and protection manager if necessary;
• Ensure that cases in need of external referrals are safely and confidentially referred and followed up with in a timely manner;
• Assist the protection and services department in any additional tasks.

Education and Work Experience:

• Bachelor’s degree in Human Rights Advocacy, Gender Studies, Social Work or related field preferred;
• 1-3 years’ work experience in emergency intervention, protection, and/or communications or a related field. Experience working in non-profit organization strongly preferred.
• Excellent communication skills in both English and Arabic;
• Excellent time management, and ability to coordinate schedules with a large team