Աշխատանք և կարիերա

ԱՇԽԱՏԱՆՔԻ ՆԿԱՐԱԳԻՐ՝ 

The Referral and Hotline Enumerator will support MEAL and Program teams by managing the hotline services, directing beneficiaries to appropriate services or resources, collecting and analyzing feedback, and conducting phone interviews. This role is crucial in ensuring that beneficiary feedback is accurately recorded, analyzed, and utilized to improve programming and service delivery and effective coordination with team and stakeholders for the Acted Armenia mission according to Acted guidelines.

ՊԱՐՏԱԿԱՆՈւԹՅՈւՆՆԵՐ՝ 

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General Responsibilities:
The Referral and Hotline Enumerator will support MEAL and Program teams by managing the hotline services, directing beneficiaries to appropriate services or resources, recording referral-related data, collecting and analyzing feedback, and conducting phone interviews. This role is crucial in ensuring that client feedback is accurately recorded, analyzed, and utilized to improve programming and service delivery.

Duties and Responsibilities
- Ensure the hotline is fully operational every working day;
- Direct beneficiaries to appropriate services or resources;
- Record referral-related data;
- Receive and manage calls from stakeholders and beneficiaries, addressing their concerns and providing information as needed;
- Accurately document information in the feedback registry on a routine basis;
- Identify and flag minor and major programmatic complaints, including any breaches of the Acted code of conduct, allegations of child abuse, sexual exploitation, or other serious concerns;
- Analyze feedback received from stakeholders and beneficiaries and respond promptly;
- Generate weekly and monthly reports summarizing the key issues raised by clients and the responses provided;
- Ensure received feedback informs programmatic decisions and improvements;
- Assess the utility and efficiency of the hotline service;
- Propose recommendations for enhancements based on feedback and operational experiences;
- Ensure proper and confidential filing of all hotline data and reports;
- Adhere to ethical standards and maintain participant confidentiality during data collection and reporting;
- Support in other tasks assigned by MEAL officer.

Data Collection and Field Support
- Conduct phone interviews following the guidelines and questionnaires provided.
-Support the project team with notification calls to participants or stakeholders in case of need;
- Submit responses through the designated data collection software, ensuring timely and accurate reporting;
- Complete and submit paper-based documentation and reports as per project requirements.

Focus Group Discussions and Interviews:
- Assist in conducting Focus Group Discussions and interviews when needed;
- Develop transcripts from FGDs, interviews, and hotline calls to support data analysis and reporting.

Monitoring and Field Visits:
- Participate in monitoring site visits to ensure the effective collection and utilization of feedback.

Confidentiality and Data Protection
- The Referral and Hotline Enumerator will maintain the strictest confidentiality of data and processes;
- He/she will actively take measures to prevent unauthorized sharing of information and data.

ԱՆՀՐԱԺԵՇՏ ՈՐԱԿԱՎՈՐՈՒՄՆԵՐ՝ 

- Bachelor's degree in management, Communication, or a related field;
- At least 1 year of experience in a humanitarian or development context;
- Experience with data collection and hotline management is highly desirable;
- Proficiency in written English is required;
- Experience with digital data collection tools and software;
- Basic knowledge of Excel;
- Experience with digital survey tools, including Kobo Toolbox, is an advantage;
- Extremely determined and willing to be involved in the mission;
- Attention to details and ability to remain calm under pressure;
- Ability to plan own tasks, and excellent time management skills;
- Experience/understanding of logistical processes, procedures and reporting of international donors is preferred;
- Teamworking skills: good interpersonal skills and ability to establish and maintain effective working relations with people in multi-cultural, multi-ethnic environments with sensitivity and respect for diversity.

ԴԻՄԵԼՈւ ԿԱՐԳԸ՝ 

Interested candidates should submit the following documents.
- Cover letter (in the English language);
- CV (in the English language);
- Contacts of three references (including the supervisor in the most recent work assignment if relevant). 
The above mentioned should be sent to: *********.**********@*****.***,
with the subject heading "Referral and Hotline Enumerator". Incomplete applications will not be considered.

Only shortlisted candidates will be contacted for more details and the interview.  Please note, applications will be reviewed on a rolling basis, and should a suitable candidate be found before the official closing date, the advertisement might be withdrawn prior to the deadline thus early submissions are strongly encouraged.

Խնդրում ենք Ձեր դիմում-նամակում հստակ նշել, որ այս հնարավորության մասին տեղեկացել եք Կարիերայի կենտրոնի վեբ-կայքից և նշեք կայքի հղումը՝ www.careercenter.am։ Շնորհակալություն.