Shelter Helpline Assistant - Beirut (Internals Only)

Generic Responsibilities:

• Adhere to NRC policies, tools, handbooks and guidelines
  
• Assist with the implementation of the support function portfolio according to plan of action
  
• Prepare and develop status reports as required by management
  
• Ensure proper filing of documents
  
• Promote and share ideas for improvement of the Accountability function
  
• Communicate and share general information about NRC’s operation in Lebanon and specifically about Shelter and Settlements modalities.
  
• Develop knowledge of NRC’s Shelter and Settlements programme in order to most effectively attend to callers.
  
• Update the Shelter and Settlements FAQs document as needed to ensure up-to-date information is given to callers.
  
• Carry out related mainstreaming of protection in programme daily implementation as per the set NRC’s Protection mainstreaming guidelines, and ensure reporting any breaches/concerns to the line manager for proper action.
  
• Ensure that all protection related detected cases are referred to the concerned referral focal point and to the related Protection Coordinator.

Specific Responsibilities:

• Represent NRC using excellent communication skills with beneficiaries, communities and stakeholders.
  
• Receive calls via the centralised Shelter helpline, triage/classification of cases, update database and refer admissible cases to the Shelter Focal Points in the areas in a timely manner. Follow-up with Shelter Focal points on status of cases (in process, closed, open).
  
• Maintain the Shelter helpline database, compiling, revising and cleaning of entered data.
  
• Receive and follow-up on results of referred calls from the area teams, and update helpline database accordingly.
  
• Provide feedback, when needed, to calls requesting follow-up on eligibility, based on the reports provided by the Shelter teams.
  
• Coordinate with Database officers on possible move-ins and move-outs reported through the helpline.
  
• Support the process of the explanation and signature of Shelter Cooperation Agreements as requested.
  
• Handle calls on complaints and feedback and ensure these are reported to the Accountability Unit for follow-up.
  
• Handle sensitive and non-sensitive complaints and feedback calls, and actively promote accountability and PSEA (Prevention of Sexual Exploitation and Abuse) standards and principles.
  
• Share regular reports of received calls with Shelter Focal Points in the areas, and perform follow-up as needed to ensure proper handling of cases.

• Previous experience from working in complex and volatile contexts
  
• Knowledge of English, written and oral and fluency in Lebanese Arabic is must
  
• Professional management of confidential/sensitive information and handling SEA cases
  
• Excellent oral and written communication skills in English and Arabic
  
• Proficiency in MS Office Applications
  
• Ability to deal in respect and empathy with the communities
  
• Desirable experience in handling a helpline

• Communicating with impact and respect
  
• Working with people
  
• Planning and delivering results
  
• Handling insecure environments
  
• Coping with change