INTERNAL / EXTERNAL VACANCY

Haitian Red Cross in collaboration with American Red Cross is looking for

(1) Call Center Operator
PAP

Purpose: In response to the January 12 earthquake in Haiti, the American Red Cross (ARC) is scaling up its support to the Haitian people in their post-earthquake recovery. ARC has developed an ‘Integrated Neighbourhood Reconstruction and Recovery Program - LAMIKA’ with the goal of enhancing community and household resiliency while providing safer, healthier and more secure living conditions in earthquake affected urban areas within the Carrefour-Feuilles neighbourhoods. Further, ARC is expanding its integrated programs to the Northern part of Haiti through its ‘North Community Based Integrated Program – Gran No Pi Djamn’ with the aim of increasing community resilience, building stronger communities and reducing exposure to external shocks in the targeted communities. Finally, ARC is also implementing, in collaboration with the Haitian Red Cross and other partners, the PrevSIDA project which aims to reduce the incidence of HIV among most at risk populations and in settings characterized by high risk behavior. Through these programs and activities, ARC works closely with the Haitian Red Cross (HRC) and other relevant stakeholders to provide more services to vulnerable communities and improve their safety and living conditions.

The ARC Haiti Assistance Program (HAP) is also looking for the best way to ensure that beneficiaries’ feedbacks are effectively influencing program decision-making and even new projects which will be developed in the future. In this context, it has been decided to have a formal Feedback & Response Mechanism (FRM) for all ARC projects and under one umbrella. So, this position will mainly contribute to strengthening our available systems and will allow us to capture beneficiaries view for NCBIP and Canaan projects.


The ‘’Call Center Operator” under direct supervision of ‘’Accountability Feedback Officer’’, in close consultation with AMEL Department, the integrated program teams, will answer incoming calls from beneficiaries and will provide responses that are strictly authorized by the Feedback Officer.

Specific duties and accountabilities

• Pay attention to details provided by Beneficiaries and be patient.
• In cooperation with the Feedback Officer, handle and resolve community feedback & complaints by looking previously for accurate information.
• Answer calls professionally and ensure that the contact is in line with the accountability principles.
• Provide information regarding the projects and services to the beneficiaries under the permission of the AtB Feedback Officer
• Enter beneficiary information into call logs.
• Identify and escalate priority issues to Feedback Officer
• Produce call reports and submit them to the Accountability Feedback Officer for entering into the Feedback and Response Mechanism database (FRMD)
Additional Duties Applicable to All Staff
• Ensure effective working relationships with Haitian Red Cross Society.
• Work towards the achievement of overall goals of ARC Haiti Delegation through effective managerial and lateral relations and teamwork.
• Ensure understanding of roles, responsibilities, lateral relationships and accountabilities.
Perform other work related duties and responsibilities as may be assigned by the supervisor.
• Understand and practice the Principles of the Red Cross & Red Crescent Movement.
• Establish effective working relationships with national staff and delegates.

Requested Qualifications:

• University level. Studies such as: Affairs management, Community Health, Education, Communication...etc
• Certain knowledge of Accountability to Beneficiaries principles
• Understanding of two-way beneficiary communications and accountability
• Experience in mass communication (TV, Radio……)
• Good knowledge of Microsoft Office programs
• Strong verbal and written communication skills(Creole, French)
• Have strong listening skills
• Demonstrate ability to discuss and communicate effectively with beneficiary communities and other stakeholders at local level.
• Ability to work effectively under pressure and to organize and prioritize competing activities
• Willingness to learn and innovate, flexibility, dedication and creativity

Curriculum Vitae with cover letter, all copies of Certificates or Diplomas, copy of ID card (NIF or CIN), Certificate of police record