Hotline Operator

CONTEXT 

Founded in 1994, La Chaîne de l’Espoir (CDE) is an international NGO headquartered in Paris, France. Its mission is to strengthen healthcare systems and provide to everyone, especially children, equal chances and opportunities of survival and development.  

CDE is currently active in twenty-seven (27) countries with a global approach, mainly focusing on children, mothers, and disadvantaged communities. Find our activities briefly elaborated as follows: 

• Prevention and screening from an early age, particularly through school health programs. 
• Care and surgery to meet the most urgent needs of children and their mothers. 
• Training and transfer of skills to local teams (capacity building) thanks to our international network of experts in all areas of surgery. 
• Construction and equipment of hospital facilities adapted to local needs. 

CDE has been implementing humanitarian activities in Lebanon since 2005, working through local partners, such as HeartBeat, in order to provide access to medico-surgical care to children suffering from cardiopathies and orthopedics disabilities. Late 2020, CDE eventually opened its mission in Lebanon to respond to growing needs due to the significant deterioration of the situation. Since then, CDE is implementing activities related to the tertiary healthcare, including several aspects such as the strengthening of the healthcare system, early detection of congenital orthopedics disorders, psychosocial support, etc. – via direct and indirect (through local partners) implementation. Lately, CDE is launching a large-scale project to provide general pediatric surgery for vulnerable populations through a network of governmental hospitals.

GENERAL DESCRIPTION

Under the management of the Case Management Officer, the Hotline Operator is the front-liner in the identification of vulnerable individuals in Lebanon to benefit from CDE projects. S/he is a member of the program team that includes him/herself, Case Management Officer, Project Officer, Project Assistant, Social Workers, MHPSS caseworker, and Psychologist.

MAIN RESPONSIBILITIES:

Vulnerability assessment

• Holds the hotline number assigned for the project, provided by CDE.
• Welcomes the beneficiaries and presents the project.
• Answers incoming calls and investigates the eligibility of the calling beneficiary to register for the project and responds to any incoming inquiries.
• Ensures taking adequate necessary information from eligible beneficiaries and registers the information in databases using MS Excel prepared for the project.
• Supports with the service mapping activity and handles all incoming and external referrals.
• Maintains good working relationships with various partners and stakeholders to ensure access to secondary health services.
• Documents cases, fills social files and all required documents according to the internal procedure, and ensures all relevant documents are available and beneficiaries files are complete.

Other

• Translates verbally and by writing when necessary.

Any other tasks as requested by the Case Management Officer.

Education: Bachelor’s degree in social field or any similar field [Required]

Experience:  

Proven experience in call operations and data collection [Required]

Experience in the humanitarian sector [Required]

Experience working on RIMS is a plus.

Ability to work with people from different backgrounds/nationalities.

Experience working with refugees is a plus.

Competencies:

Personal Skills

Excellent communication and active listening skills [Required]

Highly organized and able to work within a team and under stress [Required]

Skills:

Fluent in Arabic (speaking, writing, reading) [required]

Strong commands in English [required]

Knowledge of French is a plus.

Good command of Microsoft Word and Excel. [required]

CDE always ensures its team members:

• Are driven to answer beneficiaries’ needs
• Works in line with the humanitarian principles and CDE’s values
• Respects at all-time CDE’s procedures in place
• Have a sense of teamwork in multicultural context
• Maintain confidentiality of work

Please note that interviews may take place on a rolling basis.