Referral Officer

1- GENERAL OBJECTIVE

The Referral Officer contributes to enhance the holistic assistance and response to targeted communities, being responsible for handling internal and external referrals, follow-up of those referrals and reinforces the network of partners in the area of intervention. S/he maintains an updated service mapping and shares information on available services to other departments. Following PU-AMI Guidelines for Referrals, s/he is the focal point for managing internal and external referrals as well as follow-up on referred cases and is responsible to ensure that Referral SOPs are enforced, in good collaboration with all departments.

S/he is in charge of answering the calls of the hotline and welcoming people at PU-AMI’s premises (upon opening of the office and in line with prevention measures). Following PU-AMI Referrals Guidelines, s/he refers the person internally or externally to the proper stakeholders according to the person/household’s needs, based on their request and upon consent, defined cases priority. S/he ensures the correct and timely data entry of all referrals-related data in the database.

Finally, s/he produces monthly and upon-request reports on the Referrals mechanisms.

2. RESPONSABILITIES AND TASKS

2- Role and Responsibilities                   

HOTLINE MANAGEMENT AND PERSON OF CONCERN’S RECEPTION

-  Answer the hotline calls and ensure the reception to the office (upon opening of the office) with a professional and respectful attitude;

-  Ensure confidentiality of the discussion / interview;

- Analyse each case to provide the callers/visitors with the relevant information on services, or refer them to the staff in charge within PU-AMI or externally to other stakeholders, based on the most updated service mapping.

- In case of complaint, redirect immediately to the Feedback and Complaint Response Mechanisms (FCRM) Focal point.

2. REFERRALS MANAGEMENT

- Following Persons of concern’s identification, field team’s outreach identification, internal and external referrals and based on the referral SOPs, redirect the case internally to PU-AMI departments or refer externally to the proper stakeholders with defined cases priority;

- Fill the Referral Database with accurate data issued from calls, visits or IARF sent by field staff or partners, and update it on a regular basis following feedbacks on the service provision;

- Ensure that cases in need of external referrals are referred and followed- up in a timely manner to identified external partner, using the Inter-agency referral form (IARF);

- For internal referrals, revert to the person of concern with feedback, based on the departments’ updates;

- For incoming external referrals, redirect the case to the appropriate internal department. Once a final decision on the case has been taken, revert back to the external partner;

- In coordination with the Program teams, keep the service mapping and service providers contact list up to date.

3- DATA MANAGEMENT AND REPORTING

- Ensure that all data entered in the database and other relevant forms/documents is in English (translated from Arabic to English if needed);

- Ensure timely and correct data entry of the Phone/Visits logbook in the database;

- Report to the Manager on trends, delays or challenges in terms of internal and external referrals, including regarding gaps in service provisions;

- Produce monthly and quarterly analytical reports on referrals and any other data analysis as per the line manager request.

4- INTERNAL AND EXTERNAL COORDINATION

-  Under the delegation of the Manager, represent PU-AMI during meetings with other referral focal points from other agencies, to strengthen the complementarity of intervention;

- Work in collaboration with all departments to strengthen the networking with other NGOs through active referral and follow ups;

- Organize on a weekly basis a meeting with the referral focal points of each PU-AMI team to ensure a proper follow up of the cases referred

- Organize on a quarterly basis a meeting gathering all focal points to present global data on referrals, discuss challenges or gaps in services, share updates on internal or external programmes;

In c- oordination with the manager, organize on a regular basis training sessions on referrals and tools, exchanges on best practices, challenges and recommendations with peers at base and mission level;

- Update the matrix of partners per sectors (5W) with implemented activities and eligibility criterias, inform programme teams of changes in terms of partners’ service provision.

- participate to the exchanges and harmonization of pratices with other Referral Officers

5- ACCOUNTABILITY AND COMPLAINTS MANAGEMENT

- In line with the PSEA policy and the Feedback and Complaint Response Mechanisms SOPs, immediately redirect any related complaint to the FCRM Focal point in the MEAL department through the dedicated form, or to the PSEA FP in case of complaint related to SEA;

- Work closely with the MEAL department to ensure smooth coordination.

The tasks and responsibilities defined in this job description are non-exhaustive and can evolve depending on the project’s

3- PRIORITIES OF THE DEPARTMENT

- Ensure accountability towards targeted communities, by managing an efficient internal and external referral system;

- Ensure an efficient functioning of the hotline and office visits by beneficiaries;

- Communicate on partners’ activities and referral criteria;

- Upon delegation from manager and coordination of the program teams, ensure that partners are aware of PU-AMI activities and referral criteria;

Reinforce the communication and the integrated approach between the different sectors of intervention through internal in collaboration with peers on other bases.

QUALIFICATIONS

Mandatory requirements  

Language skills: fluent in English and Arabic (speaking/reading/writing)

Education degree: bachelor degree in Social Sciences field or any relevant field

Work experience: at least 2 years of general work experience, or 1 year of specific experience related to the position requirement preferably in an NGO

Knowledge and skills: Acquaintance with INGO rules, procedures and regulations

Computer skills: Excellent knowledge of Word, Excel and Access (Data Manipulation and Report writing) Familiar with Protection principles and standards

Familiar with the IARF and RIMS

Experience in providing PFA (Psychological First Aid), in person or in remote

Very good typing skills

Very good communication skills.

assets

Interests: Accountability, Humanitarian Work

Transversals skills:

Honest and trustworthy

Reliable, rigorous and well organized

Able to manage priorities, take initiatives and work without constant supervision

Strong understanding of humanitarian and accountability principles

Respectful attitude towards beneficiaries

Integrity and confidentiality

Proactive person