General Description of the Programme:
GOAL an International Humanitarian Organisation has had a presence in Turkey since 2013 and has been contributing to the migrant response since 2016 with a focus on responding to needs in health service delivery, social safety nets and the protection of vulnerable and marginalised migrants in southern Turkey.
GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households.
Overview of the Link Program
GOAL seeks receptionists for its ECHO-funded LINK program. The program aims to connect vulnerable and marginalized communities to available state and non-state services in Ankara, Gaziantep, Sanliurfa and Adana using the outreach, advocacy and Individual Protection Assistance (IPA) approaches. Link will address and mitigate protection concerns of the vulnerable/marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in Turkey, by sensitization/advocacy (targeting key stakeholders and service providers, etc.) activities and Individual Protection Assistance (IPA) services to assist vulnerable individuals to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in Turkey. In Gaziantep and Sanliurfa the program will exclusively target the semi-nomadic groups including Dom, a marginalized community currently excluded from most services.
Based in either Gaziantep, Adana or Şanlıurfa and reporting to the deputy program managers (DPMs), the position holders will be working in close collaboration with Link teams operating in Adana, Urfa and Gaziantep, particularly with IPA teams. Overall, she/he will be responsible for the management and coordination of the Link Social Support Centres’ (SSCs) front offices/reception areas, providing information to walk-in clients and hotline callers and assist the beneficiaries with their inquiries both on the phone and face to face regarding all Link activities.
General Functions of the role
- Work cooperatively with Link teams and other professionals from a range of organizations to develop services that deliver the best possible outcomes for vulnerable/marginalized individuals and their families.
- Ensure adherence to internationally recognized protection principles, standards and relevant international and local regulations.
- Ensure adherence with GOAL’s code of conducts and other internal policies i.e. on confidentiality, safeguarding, equality, diversity and inclusion including the GOAL's commitments to the protection from sexual exploitation and abuse (PSEA).
- Work with supervisors and peers in harmony to achieve Link service plans, objectives and targets.
- Participate in one to one performance development reviews/appraisals and contribute to the identification of own development needs.
- Ensure full compliance with the GOAL’s health and safety policy and all locally agreed safe methods of work.
Key Responsibilities and Duties
- Manage SSCs front office and hotline calls.
- Greet beneficiaries when they enter the SSCs, record their arrival, arrange appointment (when and as necessary) and/or guide/ direct them, in an orderly manner, to the appropriate Link staff available at the SSCs.
- Provide accurate and appropriate information to clients, professionals, colleagues and others in order to maximize good decision-making processes.
- Warmly welcome clients on the hotline and in person at SSCs and employ good customer service manners, use clear enunciation, pronunciation, pleasant and professional voice as well as polite forms of expressions.
- Have clear and comprehensive knowledge of all Link services, staff roles and duties.
- Remain representable, punctual and available during scheduled work hours.
- Be prepared for challenging conversations and calls at any time and remain calm in the events of a client is being incoherent or upset, especially in emergency situations.
- Process and keep track of all hotline calls using appropriate tools as agreed with supervisor.
- Process and keep track of walk-in beneficiaries using appropriate tools as agreed with supervisor.
- Maintain, display and keep track of brochures, booklets and leaflets, etc. at the SSCs.
- When and as required provide necessary translation and interpretation services - both at the Link SSCs, other GOAL offices and mobile.
- Attend and actively contribute to CC team meetings.
- Perform other duties as agreed with supervisor.
Referral Specific Responsibilities Duties
Engages in internal referrals/guiding and directing beneficiaries to appropriate Link staff only. No externa referral duties.
At all times, be up-to-date on his/her knowledge on the Links services and staff roles and duties, etc.
- Turkish Citizenship
- Native or fluent Arabic speaker either with fluent English or Turkish language skills.
- Education in social sciences, public relation, communication, office and reception management, etc.
- At least 1-year work experience preferably in an I/NGO environment and/or in a similar role.
- Excellent listening, retention and note taking skills to maintain a high level of accuracy.
- Flexible, enthusiastic and willingness to learn from others.
- Ability to establish and maintain good working relationships in a multi-ethnic, multi-cultural and multi-disciplinary environment.
- Ability to concentrate on conversations (on the phone and in-person) and can remain calm, neutral and objective.
- Ability to follow client's story, requests and instructions closely.
- A self-motivated person, with multi-tasking skills, priorities well, works under pressure and manages time and tasks efficiently and effectively.
- Working knowledge and practices with Word, Excel, Outlook, etc.
General terms and conditions
GOAL has a Staff Code of Conduct and a Child Protection Policy, which have been developed to ensure the maximum protection of programme participants and children from exploitation. GOAL also has a confidentiality policy ensuring the non-disclosure of any information whatsoever relating to the practices and business of GOAL, acquired in the course of duty, to any other person or organisation without authority, except in the normal execution of duty. Any candidate offered a job with GOAL will be expected to adhere to these policies any job offer made is also subject to police clearance. GOAL is an equal opportunities employer.
This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.
Interested? Then apply for this position by clicking on the apply now button and fill out the application form. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. Please note that only shortlisted candidates will be contacted.
Applications close 23 September 2019.
GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL is working in Idleb Governate, both through direct implementation and through partners, delivering food, non-food programming to highly vulnerable populations, and provision of Water, Sanitation and Hygiene (WASH) through support to Water units, as well as emergency support to recently displaced households. GOAL worked in Turkey in 2015-2016 to respond to the Health needs of Syrians in Turkey and will resume programming in Turkey in 2018 with a focus on Protection needs.