Hotline Program Assistant
Relief International
مجموع سنوات الخبرة :6 years, 2 أشهر
Act as the primary contact for Relief International (RI) participants, receiving and thoroughly documenting calls on RI's Health hotline during designated hours.
Coordinate with the Accountability and Safeguarding team to efficiently handle and document complaints, requests, and feedback through RI's accountability channels, including those referred by field staff, into the complaints and feedback database.
Regularly update the RI feedback/complaint database trackers, submit reports on findings to internal and external stakeholders.
Coordinate with the Health Program teams across Lebanon to handle requests for information or support.
Conduct referrals to other organizations using the Referral Information Management System (RIMS) or other chosen modalities.
Execute field visits to disseminate information on accountability, RI's feedback, complaints, and response mechanism (FCRM) during key events.
Facilitate training sessions and refreshers that target safeguarding, AAP, and FCRM for beneficiaries and other stakeholders.
Update and maintain the internal and external service maps on ActivityInfo and other platforms.
Receive, respond, and follow-up on complaints respectfully and objectively from various sources in a timely manner, including those from ACTED staff, hotline reports, and community feedback, while prioritizing privacy, comfort, and safety.
Ensure that the content of complaints/feedback is effectively, securely, and consistently documented, categorized and analyzed in the COMPFU platform (Complaints Follow-Up) as per ACTED procedures.
Maintain and update ACTED Service mapping for referrals.
Conduct referrals for beneficiaries and non-beneficiaries requesting assistance as per their specific needs using RIMS and the Inter-Agency Referral Form.
Maintain a good understanding of the REACH MSNA program to be able to respond directly, whenever possible, to requests for information (i.e. level 1 complaints as per ACTED’s sensitivity grid).
Provide updates regarding the CRM Status, challenges, findings, and lessons learnt to the Line Manager and REACH Team through weekly meetings and reports.
Assist MEAL and Accountability teams with other activities related to the MSNA, as requested by immediate supervisor.
Conduct field visits to monitor the proper implementation of various project activities including the MSNA assessment and sanitary pads distribution project across Lebanon.
Manage ADRA's inclusion work plan for the "BEST" Education project.
Map services for targeted population based on Inter-Agency Service Mapping.
Conduct visits, calls, and referrals to assist individuals with specific needs.
Collaborate on financial expenditures for inclusion activities.
Create progress reports for donors and submit through ActivityInfo.
Collaborate with organizations for inclusive psychosocial sessions.
Attend meetings and diverse training sessions on PSEAH, AAP, RIMS, and Child Protection.
Conduct PSEAH and Child Protection training for ADRA staff.
Assist Programs Coordinator in education program development and implementation.
Ensure strict adherence to ADRA's Child Protection Policies.
Facilitate diverse project activities for face-to-face, distance, and blended learning at the school level.
Collaborate with DOPS mentors and Subject Matter Coordinators to enhance teaching and learning quality in public schools across South Lebanon.
Assist school staff and parents to improve the learning environment and promote literacy, numeracy, technology, and social-emotional learning.
Perform logistical tasks, data collection, and reporting to the coordinator.
Support academic assessments and surveys using software like KOBO.
Conduct field visits to multiple public schools in South Lebanon, providing support to teachers, parents, and students.
Coach and evaluate teachers on QITABI-2 teaching material.
Distribute educational resources and materials such as educational boxes, classroom libraries, and food parcels to schools in South Lebanon.
Resolve conflicts to ensure smooth program implementation.
Provide engaging English lessons to General Security Officers.
Develop diverse assessments to evaluate students' skills and comprehension of the material throughout the session.
Design and deliver student-centered lessons and assessments for grades 10 and 11, aligning with Backward Design of Learning, Inquiry-Based Learning, and Common Core standards.
Support students from grades 1 to 12 with their English assignments in the after-school program.
Develop tailored lessons for students with learning disabilities in specialized sessions.
Supervise students during lunch breaks and exams.
Participate in training sessions and workshops to enhance teaching methods.
Assist with administrative tasks such as book sales, exam printing, and photocopying.
Contribute to non-curricular activities and school events.
Design and deliver English lessons for a range of vocational classes.
Develop assessments that challenge and guide students in preparation for official exams.
Strategically plan and deliver well-structured lessons to students of diverse ages and backgrounds.
Coordinate and execute engaging activities that promote practical application of language skills.
Thoroughly assess and provide feedback on student assignments and exams.
Create a comprehensive database of Arabic lexical items and their English translations for utilization in a visual word recognition Priming Experiment.
Employ cutting-edge stimulus-response software like DMDX to conduct experiments and gather data.
CELTA Certificate - Certificate in Teaching English to Speakers of Other Languages