Job Description

Hotline Assistant

About SDF:

The Sustainable Development Foundation (SDF) is a non-governmental, voluntary, independent organization established in March 2015, officially registered at the Ministry of Social Affairs as per license (99). SDF has been present in Yemen since 2015, it has experience implementing emergency child protection and education responses, including women and youth empowerment. SDF has experience in handling large grants from international donors, such as UNDP, UNHCR, WFP, OCHA, WHO, SCI and ZOA. SDF has excellent national-level relations and has experience in coordinating with both national and international NGOs. It has offices, staff and community-based committees in Hajjah, Sana'a, Marib, Ibb, Hudidah, Dhamar, Almahweet, Al-Bayda’a, and Hadramout as well as solid experiences engaging with local communities from whom it gained acceptance and with whom it has collaborated in the past. In addition to that, SDF creates livelihood opportunities and community-based protection.

Posted vacancy: Hotline Assistant

Location: Aldale'e

Employer: Sustainable Development Foundation (SDF) – Yemen.

Doner: IMC

Position Type: Full-time contract.

Position reporting to: Accountability Officer.

Starting Date: ASAP.

Post date:Apr 05th, 2024

Closing date:Apr 14th, 2024

Number of Positions: 1

DUTIES AND RESPONSIBILITIES:

• Answers all calls by beneficiaries reaching through the hotline, treating all callers with respect, courtesy and confidentiality and sensitivity.
• Ensures timely and appropriate direct response, whenever possible, to satisfy the queries of the beneficiaries, based on knowledge and material (Q&A) developed by Donor and the SDF (on critical topics related to activities, assistance, programs).
• Consult any complicated and serious complaints including allegation of violation of CoC and SEA, recommendations and feedback with the Accountability Officer in a timely manner, who needs to immediately report serious complaints to the partners’ management and donor CFM FP.
• Completing call notes and call reports as necessary and updating them in the CFM system.
• Identifying, escalating priority issues and reporting to the Accountability Officer.
• Refer complaints to the appropriate staff and ensure proper-follow up of referrals.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Perform other tasks if/when required e.g. remote post-assistance distribution monitoring.
• keep/archive complaints with high confidentiality.
• Perform any other duties that may be assigned by direct manager.

Qualifications and Requirements:

•  Bachelor degree in any related Field.
• Experience in working on similar tasks and duties.
• Computer skills in MS Office programs.
• Flexible with working hours and conditions.
• Good organizational skills, attention to detail and reporting in a timely manner.
• Excellent verbal/written communication and relationship building skills.
• Team player, presentable, dynamic and customer oriented.
• Ability to work independently and proactively.
• Ability to work under pressure and handle multiple tasks.
• Commitment to and understanding of SDF’s aims, values and principles.

Professional Standards: The SDF workers must adhere to the values and principles outlined in SDF Way - Standards for Professional Conduct. These are Integrity, Service, Accountability, and Equity. In accordance with these values, the SDF operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity Anti-Retaliation, and Combating Trafficking in Persons.