Specific Responsibilities:
Help desk and hotline management (50%)
- Manage the ICLA hotline, help desk number, WhatsApp line, or other approved communication channels in a timely, professional, and confidential manner.
- Receive calls and messages from Project particpants and provide accurate information on available ICLA services, eligibility criteria, service locations, required documentation, and appointment procedures.
- Register project particpants for legal counselling, information sessions, legal assistance, or other ICLA services in line with approved SOPs and guidance.
- Carry out initial intake and collect cases details accurately and respectfully for registration and scheduling purposes.
- Support outbound calls to Project participants for appointment reminders, follow-up, service updates, feedback collection, or outcome monitoring, as requested.
- Ensure that Project participants registration data, hotline records, and service tracking information are entered accurately and in a timely manner into the relevant databases and trackers.
- Support ICLA officers and teams by preparing project participants lists, contacting registered project participants , and organizing the flow of counselling appointments and service delivery.
- Schedule, confirm, reschedule, and follow up on counselling appointments in coordination with ICLA officers and team leaders.
- Maintain daily hotline logs, appointment schedules, registration records, and call summaries in the relevant tools and trackers.
- Identify urgent, sensitive, or high-risk cases and escalate them promptly to the Team Leader or designated ICLA staff in line with internal procedures.
- Report recurring issues, communication gaps, or barriers to access identified through the hotline to the line manager.
Data entry, documentation, and filing (30%)
- Ensure proper filing, scanning, archiving, and secure storage of registration forms, call logs, consent forms, referrals, and supporting documents in line with NRC procedures.
- Conduct basic quality checks on registration and hotline data and flag missing or inconsistent information for correction.
- Support line manager in preparing weekly, monthly, or ad hoc reports related to hotline performance, counselling registration, and beneficiary follow-up.
- Coordinate with the Information Management focal point and ICLA team to ensure records are up to date and aligned with implementation data.
- Maintain confidentiality and data protection standards in all documentation and communication processes.
Support to implementation and referrals (20%)
- Assist in managing internal and external referrals received through the hotline, as directed by the Team Leader or relevant staff.
- Support dissemination of approved key messages related to ICLA service availability, access modalities, and community awareness.
- Support complaint handling or redirection to the appropriate NRC mechanism when beneficiaries raise feedback or complaints through the hotline.
- Any other task relevant to the position as requested by the line manager.
- Track, document, and f...[TRUNCATED]
Generic professional competencies:
- Ability to manage and prioritize a varied workload in a rapidly changing work environment
- Previous experience from working in complex and volatile contexts
- Excellent interpersonal skills and good sense of humor
- Good knowledge in English, both written and verbal
Context-related skills, knowledge and experience:
- Context-related competencies are the knowledge, skills, and experience required because of the context, location, and/or current priorities in the role.
- A university degree, social science, or other related field (preferably but not limited to: Law degree)
- At least 2 years of experience in community/ NGO work.
- Significant experience in delivering information and training sessions.
- Strong organizational and teamwork skills.
- Prior experience of coordination among a team.
- Excellent MS Office computer skills, especially in Word, Excel, Power Point and Outlook
Personal qualities
- Handling insecure environments, Coping with change.
- Planning and delivering results.
- Able to travel on among Syria, mainly Qamishli, Hassakah, Damascus, Aleppo, Homs.
- Working with people.
- Communicating with impact and respect
- Analyzing.
We can offer
We can offer:
- Duty station: NES Hasakah - Syria
- Contract: Fixed-term Employment Contract until the end of December 2026, renewable based on the need, satisfactory performance, and availability of funding
- Salary/benefits: Grade 4 of NRC's salary scale (NRC Grade profile)
- NRC is an equal opportunity employer. We are committed to diversity without distinction to age, gender, religion, ethnicity, nationality, or physical ability.
- We think outside the box, encourage ideas, and give responsibility to all employees at all levels. You will have many opportunities to be heard and take the initiative.
Important information about the application process:
- This position is open to internal and External candidates.
- All interested candidates matching the profile are welcome to apply.
- When creating your profile, include your full name as given on your national identification card. Complete all the system-required fields for experience, employment history, and education.
- Candidates who do not provide complete and detailed information in the online application form may not be considered.
- The application deadline is 15 May 2026.
- Submit your application and CV in English, taking care to attach your latest CV.
- We receive many applications for each vacant position, and so only shortlisted candidates will be contacted.
- Applications that do not meet the minimum standards in terms of experience or qualifications will generally not be considered.
- Unsolicited applications not related to this specific job advertisement will not be considered.
Learn more about NRC's operations in Syria here.
نصيحة لحمايتك
ننصح بقراءة طريقة التقديم بعناية و التقيد بتعليمات التقدم للوظائف و المناقصات.