All individuals interested and who fit the criteria listed below should apply by sending an email to [email protected] under the subject “Helpline Officer”. Women, trans*, and gender non-conforming individuals are strongly encouraged to apply.
Position requires the submission of a:
• Curriculum Vitae
The Helem Helpline Officer oversees the helpline's functionality, ensuring responses align with protocols. Record-keeping covers helpline, email, and inquiries. They enhance referral protocols in tandem with the services department, guiding beneficiaries to suitable resources. Ensuring confidentiality, they manage external referrals and follow-ups. Assisting services department and contributing to surveys and human rights violation documentation are also part of their role.
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 full-time helpline officer to be able to field calls and applicant queries as well as manage the organization’s referral system. The position will be part of the services team. Candidates with previous experience in handling hotlines and helplines and working in humanitarian fields are strongly encouraged to apply.
- Maintain the proper functioning and continuous operation of Helem's holpline and services email account.
- Respond to incoming calls to the department's helpline promptly and professionally.
- Provide accurate and reliable legal information, guidance, and advice to callers within the scope of the department's services.
- Document all calls and relevant details, maintaining accurate records in the helpline database.
- Refer complex or specialized legal matters to the appropriate legal professionals within the department.
- Provide exceptional customer service by addressing inquiries, complaints, and feedback with professionalism and patience.
- Identify and report any recurring issues or emerging trends in the types of calls received to the supervisor for further analysis.
- Ensure all calls, messages, cases, and inquiries received through the hotline, email, and inboxes are answered in a timely and proper manner according to established protocols.
- Maintain meticulous and complete records of all calls, messages, cases, and inquiries, ensuring accuracy and confidentiality.
- Collaborate with the services department to update and upgrade Helem's referral protocols.
- Refer beneficiaries to their appropriate service providers within and outside the organization.
- Follow up on cases at least once after the initial call and as frequently as necessary to ensure case completion.
- Safely and confidentially refer cases in need of external referrals, ensuring timely follow-up.
- Assist the services department with additional tasks as assigned.
- Contribute to filling out surveys and documenting human rights violations as required.
- Maintain a positive and supportive work environment, fostering teamwork and cooperation.
- Bachelor’s degree in Human Rights Advocacy, Gender Studies, Social Work or related field preferred.
- Excellent time management, and ability to coordinate schedules with a large team.
- Previous experience, 1-3 years, in a helpline or customer service role is preferred. Experience working in non-profit organization strongly preferred.
- Sensitivity to and understanding of LGBT issues and the cultural context in which Helem operates.
- Excellent communication skills, both verbal and written, with fluency in English and Arabic. Knowledge of other languages is a plus.
- Strong organizational skills with the ability to maintain meticulous records.
- Empathetic and compassionate approach when dealing with individuals in distress.
- Ability to work independently and under pressure, with excellent problem-solving skills.
- Knowledge of referral systems and protocols is desirable.
- Familiarity with human rights principles and documentation processes is an asset.
- Respect for confidentiality and the ability to handle sensitive information appropriately.