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ACTED Organization (Protection Hotline Assistant)

Job Description
Company Overview

ACTED (Agency for Technical Cooperation and Development) is an international NGO founded in 1993 and headquartered in Paris. Its activities range from emergency relief to development projects. In 2006, ACTED implemented 160 projects in 18 countries spread over Africa, Central Asia, Europe, Latin America and the Middle East.

ACTED (Agency for Technical Cooperation and Development), an International humanitarian, nonprofitable and nongovernmental organization, within the framework of its ECHO emergency response project for IDPs in the eastern part of Libya, is looking for highly qualified national staff for the following vacant position:
Position: Protection Hotline Assistant.
Department: Program.
Gender: Any.
Contract duration: 6 months.
Location: Benghazi.
Starting date: 01-07-2018.
1. Establishment and promotion of the Protection Helpline

1.1. With support from the Protection Officer, set up the helpline system and modalities (dedicated phone number, physical space).

1.2. Build capacity and understanding among ACTED staff, partners, local authorities on the protection helpline where appropriate.

1.3. Develop protection helpline IEC materials in a language that can be widely understood.

1.4. Accompany project teams to the field in order to spread awareness about the helpline and protection issues to beneficiaries, as well as local authorities and stakeholders in ACTED’s areas of implementation, during field visits.

1.5. Regularly assess effectiveness of all information-sharing efforts and incorporate findings into revised approaches;

1.6. Maintain records of helpline awareness raising and promotion activities (including number of participants) and submit to Protection Officer and Project Manager as required.

2. Operation of the Protection Helpline

2.1. Receive protection cases and queries through telephone helpline, in writing and in person.

2.2. Maintain confidential and detailed records of all cases received through the helpline in a database and other electronic and hard copy filing systems as appropriate.

Ensure the effective functioning of the protection helpline and that cases/queries are
1.1. adequately captured, analyzed, addressed and responded to in a timely manner.

1.2. Ensure that all cases are referred to relevant protection and health actors per the service provider mapping and helpline guidelines and that severe cases (according to the scoring card) are referred to the cash team for further assistance.

1.3. Coordinate with program staff to ensure that referral lists are accurately updated.

1.4. Follow up on helpline calls to ensure that beneficiaries have successfully received assistance either through referral, cash assistance, or the provision of information.

1.5. Analyze patterns and trends in helpline cases to help ACTED improve its programming and referral network.

2. Other

2.1. Provide regular and timely updates on progress and challenges to supervisors and other team members.

2.2. Assist project team members with other activities, as requested by immediate supervisor.

2.3. Perform any other related activities as assigned by immediate supervisor.

Key Performance Indicators

· Number of cases/inquiries received through the helpline and provided with assistance per the helpline guidelines

· Number of households reached with helpline awareness messaging

· Number of cases/inquiries successfully referred to protection/health actors for assistance and cash team for cash assistance through the helpline.

Within the ACTED Protection Department, all staff are expected to support the well-being and safety at all times while performing their regular duties. All Protection staff are bound by the ACTED Global Code of Conduct and the ACTED Child Protection Policy.


Bachelor degree required
At least 1 year of field experience in humanitarian work, protection experience strongly preferred
Familiarity with the aid system, and ability to understand donor and governmental requirement is preferred
Ability to work with culturally diverse groups of people;
Ability to travel and work in difficult conditions and under pressure;
Highly proficient in written and spoken English and Arabic
Proficient knowledge of Microsoft office (Word, Excel, Powerpoint…)

TO APPLY: We look forward to receiving both: Cover letter+ your CV with references attached by email to: This email address is being protected from spambots. You need JavaScript enabled to view it. before the deadline. THE POSITION YOUR APPLIYING FOR HAS TO BE SUBJECTED IN YOUR EMAIL OTHERWISE YOUR CV WILL NOT BE CONSIDERED.
Only short listed candidates will be contacted for an interview.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

*Please indicate that you found this position on in your application.

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