Toll-Free Line Operator

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Description

Hello Hello!  Alight is recruiting Toll-Free Line Operator  for our program in Uganda to be based at Kampala   (1 position). You’re interested in joining us? Welcome, we’re happy you’re here! 

If you join us, you will find…

A team with deep experience in co-designing solutions that create new value around the world. We know we need to always be better, and we believe in the power and abundance of everyday people, everywhere, to change the world with us.

A culture of radical accountability to our customers –as we help build a meaningful life for and with the displaced, we ask them what they want and then deliver on it. 

About the Position

Under the direct supervision of the Protection Technical Lead, the Toll-Free Line Operator is responsible for day-to-day implementation of the Community Feedback and Response Mechanism delivered through the Toll-Free Line in Kampala. Main responsibilities are mostly related to Accountability to Affected Populations (AAP) and include administrative handling of feedback and complaints, routine recordkeeping, analysis of feedback, communication, and coordination. The position requires the ability to work closely with a multi-sectorial program team.

Key Duties & Responsibilities

Management of client’s feedback and/or complaint

• Serve as point of contact/ and administer the toll-free line feedback channel and occasionally other channels such as suggestion boxes, individual interviews among others.
• Acknowledge, receive, and register feedback/complaints from clients of ALIGHT Kampala Toll-free line.
• Inform stakeholders about confidentiality policy, complaint-handling process, and time frames.
• Handle routine questions and requests for information.
• Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
• Facilitate communication with complainants about case status and decisions.
• Throughout the process of intake of complaints/feedback and referrals, ensure applying protection principles for confidentiality of information and safety of clients.
• Provide clients with information on third-party services available in the area.

Data Management and Reporting

• Handle entry, upload, and export of data, using designated software.
• Organize paper and electronic records for routine reporting in a timely manner.
• Ensure confidentiality and privacy of client feedback data management in line with existing ALIGHT policies on data protection.
• Produce monthly and annual reports on Client Feedback Referral and Resolution Mechanism data.

Information Sharing and Learning

• Coordinate and communicate with other FRRM team members throughout the country for sharing best practices and challenges.
• Ensure Feedback Mechanism briefings and information dissemination are provided on a routine basis to local field staff and occasionally to community members.
• Support the conduct of or facilitate any required training for ALIGHT staff and partners on Feedback Referral and Resolution Mechanism

Others

• Implement other activities, related to the Accountability to Affected Population objectives of ALIGHT Country and Global program.
• Support large or complex assessment/evaluation activities as required.
• Support implementation of rapid needs assessments in the event of emergencies
• Perform any other duties assigned to you.

Requirements

Qualifications and experience:

• Diploma or Bachelor’s Degree in humanitarian assistance, social work, human rights international law, social science, or related field.
• Minimum of 3 years of experience in humanitarian aid, with a preference for experience in engaging across organizations, in community services and AAP, or in change management and organizational change.
• Extensive expertise in delivering accountability mechanisms, as well as capacity to support effective communication with communities (with a specific focus on empowering women, children, and marginalized groups).
• Ability to package and communicate complex topics through written reports and presentations.
• Excellent facilitation skills, and strong understanding of how to collect feedback safely and accurately from all members of a community regardless of their age, gender, or other diversity factors.
• Ability to handle multiple tasks, proven self-initiative and problem-solving abilities.
• Values diversity and sees it as a source of competitive strength.
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel (data analysis and visualization), and PowerPoint

Others/Extra Details

Alight is an Equal Opportunity Employer offering employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, citizenship, physical or mental disability, or protected veteran status.  Alight complies with all applicable laws governing nondiscrimination in employment. Any form of canvassing in the recruitment process will lead to automatic disqualification.

\"By applying to this job, I understand and acknowledge that ALIGHT is committed to ensure compliance of its code of conduct by staff and any other persons working on behalf of ALIGHT  with zero tolerance to GBV acts and Protection against Sexual Exploitation and Abuse. ALIGHT requires its staff and any other person working on behalf of ALIGHT to treat all people with dignity and respect and to actively prevent harassment, abuse and any nature of exploitation. Further, I understand that if I am a successful candidate, I will be subject to a comprehensive background check, and my personal/professional references will be asked to evaluate my behaviors related to the above safeguarding related topics\".

                                            \"QUALIFIED WOMEN ARE ENCOURAGED TO APPLY\".