Protection Assistant - Hotline

Danish Refugee Council, one of the world’s leading humanitarian NGOs, is currently looking for a highly qualified Protection Assistant - Hotline

​About the Job

The overall purpose of the role is to to provide high-quality management of the DRC hotline system for general protection services, ensuring proper intake and registration of calls

in the database and internal distribution of cases to specialized staff for further assessment and service provision (GBV, IPA, LA, interpretation or other support).

Sector responsibilities: Advocacy for the rights of displaced people in their context of displacement, child protection initiatives, individual protection assistance based on vulnerability, legal aid, land & property rights, sexual and gender-based violence prevention, registration services for the internally displaced and refugees, monitoring of rights and rights awareness-raising, facilitation of return and repatriation processes.

DRC is committed to building a diverse organisation where inclusivity is central. We strongly encourage applications from candidates who can contribute to our goal and organisational principle of diversity and inclusivity.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at DRC. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, or disability status.

Geographic scope: Hatay Field Office

This role has a base focus and ensures compliance to DRC procedures and guidelines within each base.

Main responsibilities

• Receive the calls through the Hotline system for general protection services
• Conduct the first intake and registration of information in Hotline database
• Distribute cases internally to respective specialized teams based on first intake information
• Carry out follow-up calls with those contacting the hotline as necessary
• Follow and participate in the improvement of Hotline system SoPs as appropriate
• Participate in the improvement of Hotline system operational tools
• Participate in the design of and follow work plans and guidelines
• Ensure the maintenance and regular update of Hotline database and other relevant trackers
• Develop and maintain effective working relationships, with other DRC departments;
• Ensure impartiality, and confidentiality of beneficiaries, at all times,

* Undertake any further duties as the line manager sees fit. The position duties are flexible to a degree to allow the candidate to develop skills they personally identify. This can be arranged in discussions with the line manager.

About you

To be successful in this role, you must have relevant university degree/Diploma in Psychology, Law, social sciences, community development and mobilization, international relations or another relevant field.

Moreover, we also expect the following:

Required experience and competencies

Minimum requirements:

• Minimum 2 years of practical experience in sector area working for an NGO or similar organization
• Experience in protection activities and/or social or health sector.
• Experience with administrative tasks
• Field experience in the Area
• Excellent skill in MS Word, Excel, and PowerPoint

This role may require long or flexible working hours at times.

Desirable qualifications:

• Fluency in Turkish and Arabic
• Verbal and written English

In this position, you are expected to demonstrate DRC’ five core competencies:

Striving for excellence: Focusing on reaching results while ensuring efficient processes.

Collaborating: Involving relevant parties and encouraging feedback.

Taking the lead: Taking ownership and initiative while aiming for innovation.

Communicating: Listening and speaking effectively and honestly.

Demonstrating integrity: Upholding and promoting the highest standards of ethical and professional conduct in relation to DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: 7 Months

Employment Band: I

Designation of Duty Station: Hatay

Start date: 01.06.2023

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Nationals.

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: 21.05.2023

Applications will be reviewed on a rolling basis, DRC reserves the right of conducting tests and interviews before the closing date, and can close the advertisement earlier in case of finding a suitable candidate.

For further information about the Danish Refugee Council, please consult our website drc.ngo.

Please click here to see the Data Protection