About GOAL:<\/p>\n
GOAL is an international humanitarian aid agency with operations in 14 countries in The Middle East, Africa, and Latin America. Last year it reached more than six million people in need in nutrition, health, livelihoods, and emergency response programmes.<\/p>\n
GOAL in Turkey:<\/p>\n
GOAL has been working in Syria since 2013, responding to the acute needs of conflict-affected communities. GOAL Syria implements multi-sector programmes in Northwest Syria (NWS) addressing the multiple vulnerabilities that households and communities are facing after a decade of conflict.<\/p>\n
GOAL has one ongoing project (ECHO funded) in T\u00fcrkiye, LINK project series target refugees who has nomadic \/ semi-nomadic backgrounds and those engaged in seasonal agricultural labour. LINK has been designed to address and mitigate protection concerns of the vulnerable \/ marginalized refugees through provision of critical information and raising their awareness on their rights, obligations and services available in T\u00fcrkiye, by sensitization\/capacity building (targeting key stakeholders and service providers, etc.) activities, and Case Management (CM) and Individual Protection Assistance (IPA) services to enable highly vulnerable refugees to access to basic, social and protective services available under the provisions of Temporary and International Protection regulations in T\u00fcrkiye.<\/p>\n
Position Summary<\/p>\n
Line managed and supervised by the Protection Team Leader, the position holder will be working in close collaboration with LINK teams operating in respective program location, particularly with CM teams. Overall, she\/he will be responsible for the management and coordination of the LINK Social Support Centres\u2019 (SSCs) front offices\/reception areas, providing information to walk-in clients and hotline callers and assist the beneficiaries with their inquiries both on the phone and face to face regarding all LINK activities; and make case intakes.<\/p>\n
General Functions of the role<\/p>\n
Work cooperatively with LINK teams to develop services that deliver the best possible outcomes for vulnerable\/marginalized individuals and their families targeted by GOAL.
\nEnsure adherence to internationally recognized protection principles, standards, and relevant international and local regulations.
\nEnsure adherence with GOAL\u2019s code of conducts and other internal policies i.e., on confidentiality, safeguarding, equality, diversity, and inclusion including the GOAL’s commitments to the protection from sexual exploitation and abuse (PSEA).
\nWork with supervisors and peers in harmony to achieve LINK service plans, objectives, and targets.
\nParticipate in one-to-one performance development reviews\/appraisals and contribute to the identification of own development needs.
\nEnsure full compliance with the GOAL\u2019s health and safety policy and all locally agreed safe methods of work.
\nKey Responsibilities and Duties<\/p>\n
Manage Social Support Centre\u2019s (SSC) reception area and hotline calls.
\nGreet beneficiaries when they enter the SSCs, record their arrival, arrange appointment (when and as necessary) and\/or guide\/ direct them, in an orderly manner, to the appropriate LINK staff available at the SSCs.
\nProvide accurate and appropriate information to clients, professionals, colleagues, and others in order to maximize good decision-making processes.
\nWarmly welcome clients on the hotline and in person at SSCs and employ good client service manners, use clear enunciation, pronunciation, pleasant and professional voice as well as polite forms of expressions.
\nHave a clear and comprehensive knowledge of all LINK services, staff roles and duties.
\nRemain representable, punctual, and available during scheduled work hours.
\nBe prepared for challenging conversations and calls at any time and remain calm in the events of a client is being incoherent or upset, especially in emergency situations.
\nProcess and keep track of all hotline calls using appropriate tools as agreed with supervisor.
\nProcess and keep track of walk-in beneficiaries using appropriate tools as agreed with supervisor.
\nMaintain, display, and keep track of brochures, booklets, and leaflets, etc. at the SSCs.
\nWhen and as required provide necessary translation and interpretation services – both at the LINK SSCs, other GOAL offices and mobile.
\nAttend and actively contribute to SSC team meetings.
\nContribute to sensitization and advocacy activities, particularly with the organisation of advocacy meetings and gathering of self-advocacy committees and implementation of associated activities.
\nContribute to protection monitoring activities, particularly with data collection activities.
\nConduct surveys and verification calls for different program activities, as requested.
\nFacilitate MEAL activities when and as requested.
\nProvide support in documentation of program activities.
\nEngage in internal referrals\/guiding and directing beneficiaries to appropriate LINK staff, only.
\nAt all times, be up to date on his\/her knowledge on the LINKs services and staff roles and duties, etc.
\nPerform other duties as agreed with supervisor.
\nRequirements (essential)<\/p>\n
Turkish Citizenship.
\nNative or fluent Arabic and Turkish speaker. Communication skills in English is an asset.
\nUniversity degree in related field (e.g., social work, psychology, sociology, engineering and\/or relevant social sciences) and\/or minimum 6 months of prior work experience in an I\/NGO in humanitarian settings (in paid or voluntary capacity) or similar positions.
\nAt least 6 months of work experience preferably in an I\/NGO environment and\/or in a similar role.
\nExcellent listening, retention and note taking skills to maintain a high level of accuracy.
\nAbility to establish and maintain good working relationships in a multi-ethnic, multi-cultural and multi-disciplinary environment.
\nAbility to concentrate on conversations (on the phone and in-person) and can remain calm, neutral, and objective.
\nAbility to follow client’s story, requests, and instructions closely.
\nA self-motivated proactive person, with multi-tasking skills, prioritises well, works under pressure, and manages time and tasks efficiently and effectively.
\nFlexible, enthusiastic and willingness to learn from others.
\nWorking knowledge and practices with Word, Excel, Outlook, etc.<\/p>\n