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Helpline Operator


Juba, South Sudan
Humanitaire (ONG, Associations, ...), Projet/programme de développement
Job Description: 1900843
Helpline Operator

Closure Date: 02/May/2019, 9:59:00 PM
Organizational Unit: FRSSD
Job Type: Non-staff opportunities
Type of Requisition: NPP (National Project Personnel)
Grade Level: N/A
Primary Location: South Sudan-Juba
Duration: 6 Month Renewable
Post Number: N/A

FAO seeks gender, geographical and linguistic diversity in order to best serve FAO Members in all regions.
Qualified female applicants are encouraged to apply.
People with disabilities are equally encouraged to apply.
All applications will be treated with the strictest confidentiality.

 Organizational Setting
 The main aim of the FAO country offices, which are headed by an FAO Representative, is to assist Governments to develop policies, programmes and projects to achieve food security and to reduce hunger and malnutrition, to help develop the agricultural, fisheries and forestry sectors, and to use their environmental and natural resources in a sustainable manner.
Reporting Lines
Under the overall supervision of the Emergency Response Coordinator, direct supervision of the AAP Officer and in close collaboration with the Head of Programme, and Heads of Office will be responsible for the Implementation and monitoring of Accountability to affected population activities in projects/ programs.
Technical Focus 
The candidate will use judgment in dealing with unforeseen problems on a daily basis. He will use a people-centered approach in developing, monitoring and evaluation of projects and activities. 
Tasks and responsibilities
 Within delegated authority, the Helpline Operator will be responsible for the following duties:

Answer Beneficiaries’ questions and inquiries thoroughly by clarifying and providing relevant information; allocate enough time for each call; 
Manage Beneficiaries’ requests, feedback and complaints in an effective and efficient manner (i.e. toll-free hotline, information desks, suggestions boxes, radio station messaging, AAP committees etc.) and follow up with the Heads of Office 
Assist, support and guide beneficiaries with issues related to FAO programs; 
Provide technical guidance and advice on  AAP during the design, implementation and monitoring and evaluation phases of projects; 
In consultation with affected communities, ensure needs, challenges and opinions are understood and take into account and that these specific needs and priorities of men and women of different ages are adequately addressed.
Follow up on beneficiary cases with the supervisor to ensure that actions are taken effectively and in a timely manner;
Use the Hotline IT system to assign relevant focal points;
Collect essential data from callers to ensure the database are accurately recorded;
Carry out data analysis to provide management the accurate information and reports;
Support existing FAO commitments and efforts to prevent sexual exploitation and abuse (PSEA), together with PSEA National and field focal points.
Perform other related duties as required.
 Minimum Requirements
 Bachelor degree in communication, gender studies or related field. 
At least 2 years previous work experience with preferably 3 years of field experience in protection. Understanding of AAP and Protection needs in South Sudan. 
National of South Sudan.
FAO Core Competencies
 Results Focus
Building Effective Relationships
Knowledge Sharing and Continuous Improvement

 Please note that all candidates should adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency.

Candidates are requested to attach a letter of motivation to the online profile.
Vacancies will be removed from the recruitment portal at 23:59 Central European Time (CET) on the deadline for applications date. We encourage applicants to submit the application well before the deadline date.
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