Terms of Reference
 
Division               : MEAL.
Location               : Aden.
Reports to           : Accountability and Learning Officer.

Organization & Background:
YFCA is a leading, Humanitarian, non-Governmental, non-Profit, non-denominational and impartial Organization established in 1976 to improve woman and child health.  Dramatic changes in YFCA mandate were introduced gradually to accommodate the emerging needs of women, children, youth and vulnerable groups.  From that Health perspective, YFCA programs incorporate wider thematic interventions including WASH, Shelter, and Nutrition, Food Security, Agriculture and Livelihood, Education, Early Recovery and Protection. To pursue its unchanging humanitarian mission, YFCA will thoughtfully continue its expansion process to respond to the ever-changing needs of affected communities and vulnerable groups.

Job Purpose:
The Hotline Assistant will be responsible to answer calls to YFCA hotline in a professional and friendly manner. He/she will be responsible to ensure that all calls are documented in a systematic way, and that appropriate follow up is provided in a timely manner. She/he is the primary interface to all affected population that use the hotline as a CFM tool.

Key Responsibilities:

• Answers all calls by beneficiaries reaching through YFCA toll-free number, treating all callers with respect, courtesy and confidentiality and sensitivity.
• Ensure accurate and timely recording of all hotline calls using YFCA's CFM system.
• Monitoring and overseeing the main channels that feedback and complaints will be filed within YFCA. This could include toll-free number, email, complaints and suggestion boxes, face-to-face meetings, and additional feedback channels as applicable.
• Follow-up as necessary with Focal Points and the relevant internal stakeholders to ensure each feedback is addressed in a thorough and timely manner.
• Building collaborative relationships with beneficiaries and the community.
• Assist in build BNFs and field staff awareness and commitment to CFM.
• Ensuring that all feedback and complaints received are categorized, filed in the database, and directed through the appropriate channels until each one is resolved and each case is closed.
• Submit internal, and accurate reports to the concerned focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed.
• Translating the text of written feedback and complaints into English, inputting the original Arabic complaint and the English translation into the secure CFM database
• Handle routine questions and requests for information.
• Ensuring the confidentiality and security of all complaints received.
• Support the communications team and/or local partners in designing and disseminating appropriate communication materials that promote the use of feedback mechanisms or transparency.
• Perform other tasks if/when required.

Qualification:

• Bachelor degree in Social Sciences or relevant experience is required.
• Minimum of 1-year proven experience in accountability especially feedback mechanisms concepts.
• Previous experience of working with NGOs.
• Understand key concepts and commitments regarding accountability to affected populations (AAP), including Strong understanding of HAP, Do No Harm and other relevant global standards.
• Very good experience in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Very good knowledge in English (Speaking – Reading – Writing).

Competency:

• Excellent communication, coordination, and reporting capacity.
• Strong interpersonal skills; ability to operate under pressure.
• Excellent facilitation skills, and strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Very good Organization skills (Computer skills and competency in word, Excel as a minimum.
• Have the analytical, conceptual, and thinking skills.
• Organizational and time management skills.
• Ability to manage stress, multi-task, and take decisions.
• The ability to work independently using own initiative to solve problems (focusing on solutions).
• A team player and willing to shoulder additional responsibilities.

Safeguarding:

• Read, understand, and adhere to the organization’s Safeguarding Policy, sign the organization’s Code of Conduct, and strive to promote a zero-tolerance approach to discrimination, harassment, and abuse in all working environments.
• Report any concerns about the well-being of a child or vulnerable person and report any concerns about the behaviour of the organization’s representative in relation to safeguarding.

How to apply:
Interested candidates are invited to submit their updated CVs to hr@yfca.ngo, by 14 Sep 2023 at the latest, mentioning the job title in the subject line. Emails without such indication will not be considered.
 
**Only short-listed candidates will be contacted.
We are an equal opportunity employer.
We have a zero tolerance to Sexual Exploitation and Abuse. Protection from Sexual Exploitation and Abuse (PSEA) is everyone’s responsibility, and all staff are required to adhere to the Code of Conduct, that enshrines principles of PSEA, always (both during work hours and outside work hours.