linkage Mediator Officer
أطباء بلا حدود
Total years of experience :11 years, 0 Months
• Participate in the planning, organization, and coordination of Mental Health activities, in Irbid and Mafraq clinics.
• Promote collaboration among colleagues and organizations to enhance service delivery and facilitate client goal attainment.
• Advocate for the rights, decisions, strengths, and needs of children and families and promote their access to resources, supports, and services.
• Apply guiding principles in working with children, being guided by the best interest of the child in all actions at all times.
• Evaluate client satisfaction and quality of care provided
• Collaborate with colleagues and organizations to put a safety plan for cases at risk.
• Ensure key protection elements, standards and mandates are being considered on protection referral.
• Establish and design an Effective Referral System, Referral mechanisms training, and a new well-organized waiting list.
• Submitting Monthly Analysis reports and cooperating in success story writing.
• Maintains project database results by enforcing standards and controls and understanding the indicators
• Monitoring the activity sheet and making sure that it's filled right by the therapist.
• Mapping and regularly updating the existing Mental Health Services, including other INGOs, local NGOs, community groups, and government health services.
• Focal point for all referral cases matters.
• Attend relevant coordination meetings and interagency forums to ensure meaningful and professional representation of the organization
• Build and maintain a comprehensive understanding of available services in the targeted areas of intervention to ensure the broadest possible reach of assistance for households in need
• Creating a new active database for referral cases so that can easily follow up on cases (New SOPs )
• Work closely with the MEAL Manager and Program Managers to analyze referral actions and patterns for lessons to be learned which can improve project implementation
• Submitting Referrals monthly reports & support in completing the monthly Activity Progress Reports
• The focal point for complaints and feedback for Khabroona(Facebook page) & CARM(Community Accountability Reporting Mechanisms)
• Conduct training and sensitization sessions to the team and beneficiaries on the ECHO funded project objectives & other INGO/NGO main services.
• Consortium data management focal point for the “PRIDE” system.
• Supervise & lead the case management team.
• Supporting data collection and research in order to provide reliable information for further decision-making
• Manage, monitor & represent the north Mercy Corps centers (Irbid & Ramtha centers).
• Provide project reports focusing on the quality of the project activities, challenges, lessons learned, and recommendations.
• Lead the FGDs- Focus Group Discussions to disseminate information on legal and protection concerns that are being faced by Jordanian as well as Syrian refugees.
• Lead project information sessions, focus group discussions, community events, and meetings, promotional events, and workshop sessions with local partners as agreed
• Train new joiners staff on KOBO and ODK assessment tools
• Identification and selection of refugees without or with limited documentation that impacts their access to services, and determine their eligibility for cash assistance (RCA & winterization) under donor criteria
• Conduct case management for individual cases and recommend them for cash according to case vulnerability and protection concerns level.
• Manage & monitor the cash distribution activities to refugees with all coordination required.
Contact individuals to be interviewed at home, place of business, or field location, by telephone, mail, or in person.
•Identify and report problems in obtaining valid data.
•Meet with supervisor daily to submit completed assignments and discuss progress.
•Explain survey objectives and procedures to interviewees and interpret survey questions to help interviewees' comprehension.
Wi-tribe
•Enhances staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members.
•Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
•Sells products by establishing contact and developing relationships with prospects; recommending solutions.
•Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.
February 2009 - April 2009 Contact Center Coordinator
Umniah
•Oversee the daily operations of a call center.
•Trains and oversees staff in center procedures and monitors performance; provides ongoing technical guidance, direction, and counseling to call center staff insuring acceptable standards of customer interactions.
•Maintains attendance records and assists with payroll processing as needed.
•Determines work schedules and makes adjustments to staff assignments for adequate center coverage and cost containment.
•Responds to internal and external inquiries regarding operations; investigates and resolves problems, complaints or discrepancies.
•Compiles and analyzes data on center operations; prepares reports and makes recommendations for improvements.
•Maintains databases, files and records.
Provide customer satisfaction and strives to continuously improve service standard over the phone according to company policies.
•Support and provide superior service via phones and e-mails as a receiver and caller.
•Build customer’s interest in the services and products offered by the company.
•Provide personalized customer service of the highest level with a pleasant and friendly manner.
•Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
•Maintain proper behavior, discipline, and punctuality.