NMO is a registered national NGO with the Ministry of Social Affairs and Labor No 284 Our mission is to take the lead to empower communities in Yemen through humanitarian response and sustainable development programs in a professional way through effective partnerships NMO started its activity in Yemen since 2012 and has been implementing projects in 5 sectors namely FSL, Education and Child Protection, WASH and Health ,Protection, Shelter and CCCM , and Governance and skill-building

 

 

Nahda Makers Organization does not tolerate all forms of abuse such as (exploitation, sexual assault, harassment, bullying, discrimination

Position Title : Hotliner

Department: MEAL

Duty Station: Aden

Reporting To: AAP Officer, MEAL manager

 

Job Purpose

The hotliner works under the responsibility of the AAP Officer and manages the Hotline established in the targeting Community and schools.

She/he is the primary interface to all affected population that use the hotline as a CFM tool.

She/he needs to be fully familiar with the services provided by UNHCR Partner (Nahda Makers Organization) and with the implementing activities, in order to provide proper information to the callers.

Key Responsibilities

·        Answer all incoming calls to the hotline, treating all callers with respect, courtesy, sensitivity, and strict confidentiality.

·        Provide direct and immediate responses to beneficiary inquiries whenever possible, based on available reference materials (e.g., FAQs) about the organization's activities and programs.

·        Ensure accurate and timely recording of all call details in the standard log/form according to the Complaints and Feedback Mechanism (CFM) SOPs. 

·        Liaise with relevant staff in different departments to ensure proper follow-up and referral of inquiries and complaints.

·        Liaise directly with the AAP Officer regarding all complaints reported through the hotline.

·        Contribute to conducting awareness sessions for staff and beneficiaries on CFM and PSEA upon request.

·        Support the AAP Officer to improve the implementation of FGD, KII, surveys, DDM & PDM in targeted locations.

·        Prepare monthly and quarterly reports of complaints, suggestions, and feedback mechanism.

·        Supervise the process of data collection from the field by daily pay agents and conduct data analysis.

·        Comply with the organization's policies and practices regarding the Code of Conduct and other relevant policies and procedures.

·        Preparation of requests and the team's field visit plans to the direct manager.

·        Participation in MEAL distributions.

·        Collection of lessons learned during the project and discuss with the line manager.

·        Contribution in internal periodic meetings and events as well as representing the organization.

·        Investing in learning opportunities and resources and work on self- learning and complying with the systems, procedures, principles and institutional values followed in the organization.

·        Conducting other related duties according to the request of the direct supervisor.

Coordination and Reporting:

·        Collaborate with relevant teams to ensure timely follow-up on complaints and feedback.

·        Track the resolution of cases and provide updates to community members as appropriate.

·        Assist in compiling regular reports on hotline activity, including trends, common issues, and feedback received.

·        Support the analysis of data to identify areas for improvement in programs or services.

·        Support the CARM officer in analysing the CARM suggestions and complaints received and preparing Bi-weekly and monthly reports

·        Contribute to the documentation of CARM lessons learned.

Required Qualifications and Experience

Education

• A College qualification in communications, customer care, community development or other related fields

Skills and Experience

• Minimum 2–3 years of experience in Accountability or MEAL.

• Excellent communication and active listening skills.
• Strong interpersonal skills with the ability to remain calm and professional under pressure.
• Effective multi-tasking and prioritization skills are necessary.
• Good communication skills including knowledge of spoken and written English.
• Good data management skills (collection & analysis)
• Report writing skills.
• Intermediate computer literacy.
• Good judgment and commitment to adhere to NMO policies
• Strong ability to work with and deal with diverse individuals’ Cultural sensitivity and ethical practice

Languages

·        Fluency in at least two of the following languages: Somali, Tigrinya, Amharic, or Oromo. )Preference will be given to candidates who are proficient in more than two of these languages).

General

·        Comply with NMO policies and practice with respect to code of conduct and other relevant policies and procedures.

·        Ensure compliance with security procedures and policies as determined by the organization.