HOTLINE ASSISTANT

Based in HATAY

Welthungerhilfe was established in Turkey specifically to provide help to the people who are affected by the Syria crises. As such Welthungerhilfe will stay in Turkey for a limited amount of time depending on the crises and funding availability. When the need for Welthungerhilfe’s projects comes to an end or if enough funding cannot be secured, the activities will stop completely or will downsize. All employees are informed accordingly during the recruitment process. Welthungerhilfe offers time-bound or other types of contract, depending on legal aspects and continuity of the funding and projects.

The main aim of this project is continuing the urgent support for vulnerable Syrian refugees, host communities and other non-Syrian refuges according to UNHCR”s one-refugee approach with self-implementation in the provinces of Gaziantep and Hatay and other parts of the region through referral services with UN organisations, other (I)NGOs and local authorities.

The planned activities revolve around the provision of an integrated and multi-sectoral protection support with case management and special needs funds (SNF) as the main part and reinforced by further services such as nutrition counselling, emergency shelter repair and legal aid. In addition, CVA-based COVID-19 related and winterization support, complementary to the Emergency Social Safety Net (ESSN), would continue. Exacerbated by the COVID-19 pandemic and its impact on both refugee and host communities, the need to provide multi-layered, multi-sectoral support to service providers have increased immensely. This project will be self-implemented by WHH through the existing capacities in its Gaziantep and Hatay offices based on existing projectswhich will be merged in the new project. Strong coordination relationships with governmental organizations and local authorities exist in both cities.

The position is to be filled by May, 2021, with a contract duration until 31/12/2021. Employment location will be [[Hatay]], Turkey. The position is paid according to [[paygrade]].

The Hotline Assistant willbe responsible to answer calls to the WHH hotline in a professional and friendly manner. He/she will be responsible to ensure that all calls are recorded in a systematic way, and that appropriate follow up is provided in a timely manner.

Your responsibilities

Duties with own area of responsibility

• Act as the point of contact between the beneficiary group and the technical team, thereby gathering the needs expressed by the former

• Support the design of activities for the different sectors in order to mobilize the communities

• Carry out activities geared at motivating and sensitising the beneficiaries to the project activities

• Organization (including close follow-up) of the different groups targeted by the project

• Prepare regular communication about the project activities for the media, the population and partners

• Assist the technical team in planning of trainings for the beneficiaries

Carry out surveys in the implementing area and collect data according to the needs of the project

Duties without own area of responsibility

• Support the elaboration of visibility measures and the accompanying communication channels

• Support the technical team in their project-related work and the reporting duties in particular

Specific activities and duties of the position / Position specific qualifications

To be filled in or described individually by the Country Director or immediate superior

The Hotline Assistant will be responsible to answer calls to the WHH hotline in a professional and friendly manner.

He/she will be responsible to ensure that all calls are recorded in a systematic way, and that appropriate follow up is provided in a timely manner.

Technical advice and guidance:

Responsible for answering calls to Welthungerhilfe’s hotline and follows internal procedures to provide information and advice to callers in a friendly, patient manner.

Manage a quality service

Keeps up-to-date with services and resources available within Welthungerhilfe and across partners to ensure accurate advice is provided to callers. Collaboratively workS with other relevant colleagues from the office to ensure trends reported through the hotline are kept track of, and that emergency cases are forwarded to the respective team.

Reporting and recording

Maintains accurate andconfidential record of calls

Provides regular and accurate reporting as required

General Respects data confidentiality of beneficiary data

Maintains professional boundaries at all times.

Handles calls in a friendly, professional manner, even when under stress

In addition to the above, the Hotline Assistant might be asked to carry out other duties requested by the Head of Project, or the MEAL department or other colleagues as seen fit

Your profile

Skills

• Can endure high levels of stress and is able to stay calm and polite even in high workload situations
• Ability to handle all types of calls/problems in a non-judgmental, professional and friendly manner
• Good communication skills / able to clearly communicate on the phone
• Strong and accurate record-keeping and computer skills are required (MS Excel, MS Word at a minimum)
• An understanding of the humanitarian context in Turkey and Syria Honest, hardworking and self-motivated person, able to work in a dynamic environment
• An excellent command of Arabic, as well as good English and Turkish language skills are required.

Education 

• Bachelor’s Degree in a relevant field (department of social service, sociology, social sciences etc.) or at least 2 years experience in protection-based humanitarian area  

Working Experience 

• 2 years experience (professional / volunteer) in a non-profit organization, preferably humanitarian area. 

• At least 1 year of working experience in a similar position.  

• Experience with case management protocols 

• Knowledge of protection and key protection concerns 

• Strong report writing and documentation skills 

• Fluency in Arabic and ,good command of at least one preferred language (Turkish and English) Turkish, spoken and good English knowledge. 

• Good computer skills (Word, Excel, Power Point, Outlook) 

Personal Requirements 

• Awareness of refugee context 

• Follows a context-sensitive approach 

• Multitasking. 

• Good communication skills 

• Confident and self-assured personality 

• To be able and willing to interact with refugee communities in a friendly and open manner 

• Good attention to detail 

• Ability to integrate in a multicultural team

Our offer

We offer you the opportunity to work in a responsible and interesting field as part of an extremely dedicated team. Welthungerhilfe attaches great importance to the personal and professional development of its employees and the balance of their work and private life. This includes flexible working hours as well as working from home. Remuneration is based on our gender-independent salary scale. In addition, Welthungerhilfe offers numerous other benefits.

Please send your application via our online recruiting system by April 23, 2021. Your contact person is Elif Topal.

*Welthungerhilfe values diversity and ensures an inclusive, non-discriminatory working environment. We welcome applications from suitably qualified people from all sections of the community.

This Privacy Notice was drafted by Deutsche Welthungerhilfe e.V. Turkey Representation Office (“WHH Turkey”) as data controller in accordance with Article 10 of the Turkish Law No 6698 on the Protection of Personal Data (“Law”) and the Communiqué on the Principles and Procedures in Conforming with the Obligation to Inform.

On the legal bases referred to in Article 5, “the processing activity is necessary for establishment, use or protection of a right” and “the processing is necessary for the conclusion or fulfilment of a contract”, WHH Turkey shall process your name-surname, e-mail address, mobile phone no, references and CV/résumé personal data for carrying out selection and placement processes for job candidates, and transfer them to third party suppliers  through your applications to published WHH Turkey job ads via employment agencies or sending your CV/résumé to WHH Turkey directly by wholly or partly automatic means. Additionally, WHH Turkey is going to get in touch with your references assuming that all obligatory information is given, and consents are obtained by your side about sharing their personal data with WHH Turkey.

You may submit your requests to WHH Turkey under Article 11 of the Law concerning the rights of the data subject in accordance with the Communiqué on the Procedures and Principles of Application to a Data Controller.