Position Title: Hotline Operator: Compliant & Feedback Reporting Officer
Employer: World Vision
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 2 months ago
Deadline: Submission date is over
KEY RESPONSIBILITIES:
The Compliant and Feedback Reporting Officer (Hotline Operator) will be an integral part of the NO MEAL team, World Vision Ethiopia’s call Centre operations. The hotline operator will be responsible for receiving calls, providing information, and referring callers to appropriate services. The operator will maintain accurate records of all calls and adhere to strict confidentiality protocols.
1. Managing Toll-Free Lines
- receive register and record calls of complaints which comes through the short code. Works closely with the MEAL department. Manages the phone calls and refer for the relevant departments within a short period based on the standard. Keep confidentialities of each compliant
- Maintain a functional hotline to receive and address complaints, feedback, and inquiries from project participants. Promptly report any system malfunctions.
- Answer, record, and respond to calls and text messages from beneficiaries and stakeholders. Maintain confidentiality throughout the process.
- Accurately translate complaints from local languages into English and record them in the SMAP database.
- Escalate urgent or sensitive cases, such as harassment, fraud, SEA, or abuse, to appropriate units
- Work with relevant departments within WV Ethiopia to follow up on feedback and complaints, ensuring timely resolution.
- Regularly provide updates, summaries, and periodic reports to the Program Accountability Specialist or team.
- Promote hotline awareness, contribute to community sensitization initiatives to increase awareness and usage of the hotline.
2. Analyzing Feedback Data.
- Manage complaints with respect to basic principles of confidentiality, data protection, human rights, and mental capacity in relation to information-sharing as well as WVE Safeguarding policy
- Enhance program quality by utilizing feedback data to inform program development and advocacy efforts.
- Maintain system integrity, Keep the system up-to-date by recording actions taken and closing resolved cases.
3. Ensuring Compliance with Ethical Standards and Guidelines
- Ensure program qualities by providing well recorded community feedbacks that will be input for future program development on safe programing matrix as well as inputs for advocacy and policy influencing protect WVE reputation Other Understanding of and commitment to adhere to equity, diversity, gender, child safety and staff health and wellbeing principles. Performs other duties as assigned
- Adhere with code of conduct, ethical standards, ensuring that all interactions with project participants are respectful, and free from bias.
- Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end including related information.
4. Facilitating partner Communication
- Share community feedback with appropriate departments to support program improvements.
- Regularly communicate with program teams and management to ensure effective feedback management
Required Education, training, license, registration, and certification
- Bachelor's degree in communication, social work, psychology, sociology or related fields of studies
- Strong ability to communicate clearly and impactfully with a range of program participants; stakeholders including WVE staffs.
- Proven ability to keep confidentiality of reported cases
- Good knowledge of culture of the community that WVE working at.
Preferred: -knowledge of GBV and other protection issues like prevention of sexual exploitation and abuse (PSEA). -Proven NGO experience
- knowledge of GBV and other protection issues like prevention of sexual exploitation and abuse (PSEA).
- Proven NGO experience
Preferred Knowledge and Qualifications:
- knowledge of GBV and other protection issues like prevention of sexual exploitation and abuse (PSEA).
- Proven NGO experience
Language requirement: Amharic, Tigrigna, Afaan Oromo (minimum of two) Multilingual will be highly advantageous
