CARE International in Turkey (CARE), together with its partners, provides humanitarian assistance to people affected by the Syrian crisis, both in Syria and Turkey. CARE began projects responding to the needs of Syrian refugees in southern Turkey in October 2014.

CARE works with conflict-affected refugees inside Turkey and host communities – with a programmatic focus on vulnerable women and girls. CARE Turkey places women and girls at the center of its work with refugees because a woman is the catalyst of change in her community – changing her life will change the community; they are also disproportionally affected by poverty. In the context of refugees, girls are vulnerable to early marriage, and girls and boys both are vulnerable to sexual exploitation and to exploitation in the labor market. This does not mean that we do not work with men. By engaging with men, we are better able to address these issues.

Position Summary

At the beginning of COVID-19 pandemic CARE Turkey program started a tele-counseling hotline providing counseling, information, and advice. Then later, we upgraded the helpline system with a virtual calling system to respond to the increasing number of calls received related to COVID 19.  It serves as a two-way communication channel, receiving calls and sending outgoing message, to respond to questions, needs, and concerns.  Among the services the helpline provides are a public awareness tool to pass messages to refugees; verbal and written translation; knowledge on a range of topics, access to detailed Frequently Asked Questions (FAQs) on issues affecting refugees in Turkey; and referral to services. The helpline is being utilized for COVID-19 awareness-raising, referrals, access, and information activities.  The helpline is well promoted among the asylum-seeking population allowing them to reach CARE and receive live translation services over the phone and receive referrals to CARE’s services. Besides, it also collects data on sources of information, myths, and misconceptions on COVID-19 in order to address them through community-based protection efforts.

Under direct supervision of the Case management project Manger the position holder will be supporting and working in close collaboration with the CARE Case Management Team, legal team, Protection Outreach, Livelihoods, Basic Needs and Program Quality Team. Overall, she/he will act as tow way communications point between helpline operators and Programs management with close follow ups and feedback mechanisms in Gaziantep, Sanliurfa, Kilis, and Adana provinces according to the CARE's Helpline SoPs and internationally recognized Protection principles.

Helpline Coordinator is responsible to provide oversight of the day to day operations of the Helpline/ call centre and first level of technical support to operators routine Helpline calls to ensure timely resolution as per Helpline strategy and SoPs. and ensure beneficiaries satisfaction through continuous status information. Besides, align helpline’s strategic goals with the overall program’s goals supported by the Case Management Manager and the Assistant Country Director.

General Functions

1. Work with CARE's Protection colleagues and other professionals from a range of organizations to develop meaningful feedback mechanism that deliver the best possible outcomes for vulnerable individuals and their families.
2. Work co-operatively with other agencies and stakeholders, particularly with the governmental and municipal entities, local, national, international NGOs, local CBOs and UN agencies.  Contribute to forums, coordination and working groups meetings, as agreed upon with the line manager, to promote CARE's helpline services and increase beneficiary reach at all points of helpline operation, in line with Helpline procedures.
3. Providing daily technical assistance and support for helpline operators. As needed particularly in providing day to day regulation updates, as well as, dealing with customer concerns.
4. Keep an up to database for all the correspondences with beneficiaries and produce a monthly/ quarterly reports with charts for all data variant and share it with management.
5. Insure that all callers data is being processed and saved in secure and in line with the law of protection of personal data in Turkey and other governmental legislation.
6. work closely with CARE protection services officer to share information regarding service gaps and policy changes, and update the helpline tool on weekly/monthly basis. for all CARE Turkey programming in Gaziantep, Sanliurfa, Kilis and Adana to share information of CARE activities and nearby services, of local, national, international NGOs, local CBOs for all helpline callers.
7. Adhere to internationally recognized Protection principles and standards, international regulations and local legislations, including CARE internal policies on confidentiality, safeguarding, equality, diversity and inclusion, etc.
8. Actively promote CARE’s equal opportunity policy and observe the standard of conduct which prevents discrimination.
9. Ensure adherence with CARE’s code of conduct, internal policies, tools, SOPs and guidelines including the CARE's commitments to the Protection from sexual exploitation, harassment and abuse (PSHEA).
10. Understand the processes of discrimination and oppression at individual, cultural and structural levels and challenge them appropriately.
11. Work with internal and external colleagues in harmony to achieve results.
12. Promote the most effective and efficient use of material, human and financial resources of CARE.

RESPONSIBILITIES

1. Oversee Helpline processes through day to day operations of the helpline services.  40% of time 

• Provide and update the helpline operators’ correct procedures are followed and routinely give directions to operators on how to response to callers and how to improve quality of this response.
• Follow-up missed calls to ensure Helpline accessibility rate at 95% at least.
• Solve any technical routine issues and escalate complex issues based on priority to line manager.
• Refer any urgent caller to relevant CARE department and ensure that caller is linked with the focal point.
• Support the operator when needs help in dealing with customer concerns.
• Ensure that system is flawless and follow-up the problems with operator, vendor and software.
• Maintain up to date knowledge of research, policies, procedures and criteria and have in depth knowledge of legislation and guidance relevant to provision of all external services to families and individuals. 

2. Data management and reporting    20% of time

• Keep track of own activities through the position specific helpline trackers for internal all referrals.
• Prepare and submit weekly, biweekly and monthly progress reports when as requested by the PM.
• Support MEL, CARE colleagues to ensure that appropriate monitoring activities are undertaken to a high standard to capture lesson learned and best practices.
• In coordination with the case management project Manager, attend monthly and/or periodic provincial level Working Group meetings to follow the developments on the field, discuss program and field related issues and challenges, work on the solutions and strengthen the inter-agency linkages. Share key highlights from those meeting with the Refugee teams.
•    Collect, analyze and report call Helpline data on monthly basis.
• Provide solid understanding of Helpline KPIs, reporting and customer service metrics.
• Analysis of results and contract negotiation, by evaluating the demands and suggestions, make suggestions to the management units on the development of Helpline and the services that can be offered to clients
• Run a monthly data analysis to get the learning value of the received calls and use the info processed in the continues learning process for programs

3. Contribute to capacity building of the helpline operators; team management  20% of time

• Follow-up the team to ensure that daily/weekly/monthly tasks are completed with high quality and accuracy.
• Develop specific, time-framed and measurable goals and objectives for the operators based on their capacities.
• Prepare capacity building plan for the team and ensure that necessary trainings are delivered to the team.
• Monitoring random calls to improve service quality, minimize errors and measure operative performance.
• Leading team meetings and enabling operators to better understand call center expectations,
• Train and coach staff to maintain high standards of customer service.
• Keep team motivated by conducting more frequent and constructive performance reviews.

4. Contribute to high quality implementation of CARE’s Turkey response: 20% of time

• Work in close collaboration with the CARE Turkey programs to monitor the Helpline trackers on a regular basis and follow up with relevant team for the urgent cases.
• At all times, be up-to-date on his/her knowledge on the projects and service of other CARE programs and share that information/updates in a timely manner.
• Actively introduce and promote the CARE services with the focal points of the other CARE projects and services including provision of inductions and detailed Turkey projects information and referral criteria, etc.
• Follow callers Satisfaction Level and manage to take necessary actions to improve in coordination with Mel team.
• Follow up with the officers/coordinators and seek and record regular updates on the progress and status of the calls/cases received from the other CARE programs operational in Gaziantep Kilis, Sanliurfa and Adana.
• Understand and work with the legal and statutory frameworks, agreed priorities and CARE CM eligibility criteria to support clients with protection concerns for civil documentation to link them with legal focal point for legal advice.
• Review and monitor at least 5 percent of the calls received, to make sure that all calls are being managed due to the humanitarian principles and in line with CARE’s policies and procedures.
• Keep an up to date tables for available service maps and service providers, and update the call operator when any change through helpline online site

QUALIFICATIONS

Essential

• Demonstrates skills in assessment, and analysis; including protection risk analysis.
• Fluent spoken and written Turkish and Arabic.
• Bachelor’s Degree in Data Science and or relevant area – can be compensated with direct work experience in NGOs for at least 2 years.
• Demonstrates negotiation and advocacy skills.
• Maintains high professional standards and behaviours.
• Ability to address hostile and aggressive responses to interventions without putting their own safety at risk.
• Understands and is committed to diversity and equality, and treats everyone with respect.
• In depth knowledge of legislation and guidance relevant to statutory social work services.
• In depth knowledge of key GBV and child protection frameworks and criteria.
• Knowledge of legislation relating to Data protection.
• Conceptual thinking – the ability to identify patterns or connections between situations; identify key or underlying issues in complex situations and resolve these by using creative, conceptual and inductive reasoning.
• Analytical thinking – the ability to understand a situation by breaking it into smaller pieces, to be systematic, to trace cause and effect implications, and to set priorities.
• Interpersonal understanding – a desire to understand the structure and protocols of other cultures and a willingness and aptitude to utilise these for the benefit of protection service users.
• Ability to understand the reasons for the feelings and behaviour of others through the ability to interpret unspoken or partially expressed thoughts feelings and concerns, and through an appreciation of the cultural framework within which a person functions.
• Achieving the task – the ability to organise work through an efficient use of time, setting targets and achieving them.
• Relationship building – an ability to engage with clients and to establish working relationship with statutory agencies, I/NGOs, other voluntary groups and individuals.
• Information seeking and interpretation – an ability to elicit basic information and probe for further facts through a wide range of information gathering skills. Flexible, willing to learn from others
• Listening and responding – an ability to listen, to interpret, clarify and respond appropriately.
• Service orientation – a desire to work within the framework of the CARE protection Service toward meeting the desired outcomes for clients.
• Management of self- works on own initiative, prioritises, works under pressure and manages time effectively.
•  Strong report writing and documentation skills.

Desired

• Social work experience and/or experience implementing Protection activities
• Previous Case Management experience.
• Knowledge of community resources that can support children and families.

WORK CONDITIONS 

Duty station: Gaziantep with limited travel to field sites in the city and potentially other areas of south east Turkey

Child Protection Policy

Child abuse in all forms is unacceptable to CARE Turkey, which recognizes its responsibility to protect children from harm in all areas of its work. CARE Turkey is committed to ensuring a child-safe environment and is applying a zero-tolerance approach towards any kind of child abuse and exploitation.

Discrimination, Abuse and Harassment Policy

CARE Turkey expressly prohibits and will not tolerate any form of discrimination, abuse, harassment (sexual or otherwise), based upon race, ethnicity, religion, national origin, gender, age, sexual orientation, marital status, citizenship status, disability, or military status. CARE employees and related personnel must under no circumstances take part in any form of discrimination, harassment, or abuse (physical, sexual or verbal), intimidation or exploitation, or in any other way infringe the rights of others inside or outside CARE.

HOW TO APPLY:

Interested candidates, please attach a Curriculum Vitae in English and a Cover letter (in a separate file of no more than one A4 page) describing how your skills and experience match the requirements of this post, following to provided link when you click on the apply button.

Applications in languages other than English will not be reviewed.

Only short-listed candidates will be contacted

** CARE International is an Equal Opportunity Employer **

** Female candidates are encouraged to apply! **