Job Title

Consultant - Helpline Coordinator

Job Location

Delhi and Punjab – Two Positions

Nature of Employment

Consultancy co-terminus with Project duration, which is until 31^st December 2024.

{Extendable based on continuity of project funding, performance and requirement)

Nature of Job

Interact with workers to address their concerns, answer their question, referral services and assist them with their needs and concerns.

About ActionAid Association

ActionAid Association (AAA) is a national organization and an affiliate of ActionAid International federation, a global movement of people working together to further human rights and committed to defeat poverty and injustice. Working in India since 1972, AAA currently operates out of 12 Regional Offices, spread across 25 States and one Union Territory. A non-profit, AAA has been working with people, by building their agencies and solidarities at local, national and international levels.

For more details, please refer to our website – https://www.actionaidindia.org/

Duties and Responsibilities

• Manage incoming and outgoing phone calls through Workers (Construction and Brick Kiln Workers) Helpline Number
• Follow-up call support to the workers/requester to guide and provide relevant support.
• Maintain call records in software/MIS.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle worker’s quires, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow up internally with an accountability/concern person on queries and feedback referrals with the relevant departments/stakeholders.
• Ensure regular maintenance of complaints and response database/information system and ensure information is shared on a regular basis.
• Support M&E and Accountability officers in data entries and data collection of the assessment led by Action Aid Association.
• Record and analyze data and produce monthly Complaint/Response reports to the direct line manager.
• Provide weekly/monthly reports regarding the responses / complaints received

Skills and competencies

• Graduate/Postgraduate in Social Sciences or equivalent.
• Two-three years’ experience of working in development sector and managing helplines.
• Good interpersonal and communicational skills.
• Excellent organizing and coordination skills.
• High degree of efficiency and willingness to work under pressure.
• Be a good team player, gender sensitive, having conviction and skills for the empowerment of the poor and disadvantaged groups.

Reporting to

Associate Director, ActionAid Association

Travel

As per role requirements.

Consultancy Fee

Approx – Rs. 23,000/- per month including TDS (Based on work experience)

To apply

Please send your application, only on our ‘Standard Application Form’ available in the ‘Jobs’ section of our website: http://www.actionaidindia.org/ through e-mail at recruitment.india@actionaid.org

Please mention in the subject line of your e-mail “Consultant - Helpline Coordinator- Delhi/Punjab”

Online applications are strongly encouraged to enable ActionAid Association to store your profile in a permanent database. Please visit ActionAid Association's e-Recruitment website at: www.actionaidindiajobs.org

The system provides instructions for online application procedures.

All applicants are encouraged to apply as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement. Applications received after the due date will not be accepted.

Only short-listed applicants will be contacted.

Last Date for Receiving Application

1^st May 2024