Job Description
Family Counseling and Development Foundation
Family Counseling and Development Foundation is a
non-governmental humanitarian organization which was established on January 8,
2011 in Yemen. FCDF is specialized in providing mental health and psychosocial
support services for 12 years to men, women and children who seek help,
including a qualified Yemeni staff who are very specialized in MHPSS.
Job title: Hotline Operator in Dhamar Governorate
Governorate: Dhamar
Work venue: Family Counseling and Development Center – Sana'a
Working hours: Full time (8 hours)
Closing on: 21/03/2025
Duties and Responsibilities:
- Receive
and register complaints/feedback in the tracking system and report minor
and major cases to the Project Manager.
- Answer
calls on a daily basis from project participants, stakeholders, and
community members within working hours and ensure the hotline operates
effectively during designated hours.
- Set up
and manage the Feedback Registry and ensure the proper functioning and
security of tools such as KOBO or other approved systems.
- Operate
and manage the hotline system, including WhatsApp and other communication
channels, efficiently and coordinate with relevant staff to ensure timely
and appropriate responses to received feedback.
- Receive,
manage, and classify inquiries, feedback, and complaints from project
participants and community members into categories such as (complaints,
requests for information, suggestions, and compliments).
- Accurately
record data in the feedback registry and immediately flag any major
programmatic complaints or violations, such as child abuse, sexual
exploitation and abuse (SEA), or breaches of the organization's code of
conduct.
- Data
collection, documentation, and reporting to the M&E Assistant and
direct supervisor.
- Maintain
accurate and well-organized records of all communications and responses.
- Communicate
and disseminate complaints-handling procedures, policies, and tools to
project staff and stakeholders to ensure transparency and accountability.
- Conduct
awareness sessions for beneficiaries, field staff and community members on
feedback mechanisms and complaints-handling procedures.
- Implement
other activities related to the objectives of the MEAL (Monitoring,
Evaluation, Accountability, and Learning) unit and technical support team,
as assigned by the Supervisor.
Qualifications and Requirements:
- Bachelor’s
degree in Social Sciences, Business Administration, Development Studies,
or any related field.
- Minimum
of two years of experience in complaints and feedback management,
protection, or psychosocial support within humanitarian or
non-governmental organizations.
- Experience
using digital data management systems such as KOBO, CommCare, or similar
platforms.
- Knowledge
of protection mechanisms, particularly in cases involving gender-based
violence (GBV), child protection, or general protection issues.
- Strong
communication skills with the ability to handle complaints and inquiries
professionally and confidentially.
- Ability
to analyze data and prepare accurate reports on cases and feedback trends.
- Proficiency
in Microsoft Office (Word, Excel, PowerPoint).
- Ability
to work under pressure and handle sensitive cases effectively.
- Fluency
in Arabic is required; English or other relevant local languages are an
advantage.
How to Apply
Note: For those wishing to apply for the job, please
click on the link below until 21/3/2025