Toll-Free Line Officer

Responsibilities:

• Receive and respond to calls on the toll-free line in a professional and empathetic manner.
• Provide accurate and timely information to beneficiaries on available services and referral pathways.
• Document complaints, feedback, and inquiries in the hotline database, ensuring confidentiality.
• Refer sensitive protection cases (e.g., SGBV, child abuse, exploitation) to relevant program staff for urgent follow-up.
• Track and follow up on cases to ensure timely resolution and appropriate response.
• Ensure the hotline is operational during assigned working hours and report any technical issues promptly.
• Compile regular reports and analyze trends in complaints and feedback for program improvement.
• Collaborate with MEAL, Protection, and Program teams to strengthen accountability systems.
• Maintain strict confidentiality and handle all calls with a survivor-centered and non-judgmental approach.

Requirements:

• A minimum of a Diploma or Bachelor’s Degree in Social Sciences, Mass Communication, Psychology, Public Administration, or a related field.
• At least 1–2 years of experience in customer service, call center work, protection, or accountability in humanitarian settings.
• Excellent communication and interpersonal skills; able to handle sensitive conversations with empathy and discretion.
• Strong listening skills and emotional intelligence.
•  The candidate MUST be a female and an indigene of Zamfara State.
• Fluency in English and Hausa is required; knowledge of local languages spoken in Zamfara (e.g., Fulfulde) is an asset.
• Good data entry and computer skills, including MS Office and basic database use.
• Familiarity with humanitarian accountability principles (e.g., CHS, AAP) is an advantage.