Hotline & Referral Officer

CHILD SAFEGUARDING: (select only one)

Level 3:  the role holder will have contact with children and/or young people either frequently (e.g. once a week or more) or intensively (e.g. four days in one month or more or overnight) because they work in country programs; or are visiting country programs; or because they are responsible for implementing the police checking/vetting process staff.

ROLE PURPOSE: 

The Hotline and Referral Officer will work closely with the ECHO Cash Project Coordinator & Filed Manager, to ensure that referral support activities of the project are implemented according to the project deliverables across the targeted locations.

She/he will directly lead, manage and coordinate the activities of two-way referral system links MPCA with health, nutrition, protection services, relevant Government stakeholders and the Community. 

The post holder will also be the focal point in implementing accountability activities which would range from managing the hotline calls, daily visit to project locations gather complaints, escalate them to SCI management for solution, and update the complainer on the solution, records complaints into the Complaints and solution database and produce periodic reports.

SCOPE OF ROLE: 

Reports to: ECHO CASH Project Coordinator 

Staff reporting to this post: Community Mobilizers

Budget Responsibilities: No

Role Dimensions: 

• Internal: The job holder will work closely with the project implementing team and directly supervise the work of the community mobilizers recruited for the project. 
• External: The job holder will work collaboratively with the relevant County authorities, Accountability to the Affected Population committees, Community leaders, CASH Consortium members, Government line departments, CCD network, CWG members and FSL cluster, local and International NGOs and UN Agencies, private sector in the designated field location.

Key Responsibilities

Implementation

The role is key in providing Accountability support through complaints logging, management, tracking, analysis. 

Technical Assistance-Accountability and Community Feedback Mechanism 

• Support the establishment of helpdesk/information table for use at the community level. 
• Support the development and the entry of complaints into the MPCA Cash Consortium Complaints database. 
• Prepare Bi-weekly reports showing the various categories of complaints and the status of the complaints. 
• Assist in the handling of the ECHO Cash projects CRM in line best practice and donor guidance. 
• Monitor and analyze feedback received through the CFM system to identify trends, challenges, and opportunities for improvement, and report findings to relevant project teams and stakeholders. 
• Provide training and capacity building to project staff, partners, and local stakeholders on accountability principles and the effective use of the CFM system. 
• Support and ensure quality implementation of accountability mechanisms and information provision plans. 
• Ensure timely and appropriate follow-up on feedback received, including addressing concerns, sharing updates, and making necessary adjustments to project activities. 
• Ensure Nutrition and health actors refer households with malnourished or at-risk individuals, while MPCA teams refer identified cases for specialized support.
• Assist the MPCA team to support highly vulnerable cases (e.g.GBV or child protection) to receive regular cash assistance when appropriate. 
• Trained Community mobilizers on MUAC screening, referral pathways, and early warning signs of malnutrition.
• In collaboration with the relevant stakeholders and communities, organize the identification, registration, and verifications of beneficiaries
• Ensure that project staff, communities and partner staff have the required understanding of ECHO CASH project details
• Participate in operations program review in the area in coordination with other thematic sectors (nutrition, gender and protection)
• Ensure gender is fully considered throughout the project cycle with women being enabled to influence decision-making through the project cycle management

 Program Monitoring:

• Attend all relevant meetings in relation to referrals as may be required and feed in the SC priorities during meetings.
• Work closely with the M&E team in developing realistic IPPT  and MEAL plan, 
• In collaboration with the M&E Officer, regularly gather evidence and data from projects in the field 
• Collaborate with project leads to ensure that community feedback informs project design, implementation, monitoring, and evaluation. 
• Support inclusive participation of marginalized and vulnerable community members in project activities, decision-making processes, and feedback mechanisms. 
• Asist in raising awareness about the CFM system among project stakeholders and communities, using culturally appropriate and accessible communication channels. 
• Contribute to project reporting by providing updates on accountability and CFM-related activities, progress, challenges, and lessons learned to contribute to MPCA learning.
• Support the organization in promoting accountability and learning by sharing best practices and lessons learned from the CFM system with internal and external stakeholders.
• Participate in the design and execution of baseline, mid-term and end of project evaluations.
• Ensure all community engagement adhere to CHS or HAP & M&E guidelines; 

Representation and Reporting

• Represent SCI in CWG, FSL cluster meetings in Abeyi and other SCI areas of operations S/he may be assigned.  
• Attend CASH Consortium meetings.
• Prepare Weekly, monthly, quarterly, interim and final reports and submit to the project coordinator      
• Carry out additional relevant or requested duties as may be required by the supervisor.

Information Management System

• Support the MEAL in the setting up of agile MIS for the consortium
• Lead the data entry in to the MIS

Behaviors (Values in Practice) 

Accountability:

• Holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.

Ambition:

• Sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
• Widely shares their personal vision for Save the Children, engages and motivates others
• future orientated, thinks strategically and on a global scale.

Collaboration:

• Builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters
• Values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to.

Creativity:

• Develops and encourages new and innovative solutions
• willing to take disciplined risks.

Integrity:

• Honest, encourages openness and transparency; demonstrates highest levels of integrity

QUALIFICATIONS   

• Diploma or Advance Certificate in social work, Gender or safeguarding studies, Human Nutrition and Rural Development, and other related social science from Reputable academic institution.

EXPERIENCE AND SKILLS

Essential

• A mature person of high professional discipline and moral integrity, able to work independently and under stress as the situation may dictate.
• At least three years of experience in referral services in FSL, MPCA/CVA with NGOs.
•  Excellent interpersonal skills, including cultural sensitivity, assertiveness and negotiating skills
• Willingness to travel and stayed in the field and hard to reach areas with inadequate social infrastructure and amenities.
• Motivated self-starter, able to carry out work independently but also coordinate effectively as part of a team;
• Familiar with local context in Abyei and can effectively navigate challenges in  this   locations.
• Good spoken and written fluency in English and computer literacy (MS Office and email/internet);
• Excellent report writing skills

Desirable

• Knowledge of the area, socio-culture and local language where the post is located as an added advantage
• Practical experience in implementation of MPC/CVA in volatile context with proven history of success and results.

Additional job responsibilities                                                                                                                                             

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.

Equal Opportunities 

The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.

Child Safeguarding:

We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.

Health and Safety

The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.

Application information:

 Please attach a copy of your CV, ID/Passport, application letter, and copies of your relevant academic credentials. Include details of your current remuneration and salary expectations. A copy of the full role profile can be found at SCI Career Site Careers (oraclecloud.com)

We need to keep children safe so our selection process, includes rigorous background checks, reflects our commitment to the protection of children from abuse.

All employees are expected to carry out their duties in accordance with our global anti-harassment policy

In case you face difficulty accessing the link, please come to Save the children international head office Juba Hai Malakal or submit hard copies of your application to SCI Abyei Filed Office, before end date. 

Qualified and interested female candidates are