Job Information Helpline Operator/ re-advertisement NGO Information Job Information
Contract Duration 9 Months
Governorate Erbil
Job Shift
Nationality National
Working Hours Full Time
Posted 2019-03-14
Minimum Education Bachelor Degree
Degree Title
Minimum Experience 1 Year
Required Travel
Job Status
No Of Jobs 1
Published Date 2019-03-14
Deadline Date 2019-03-19
[Erbil,Iraq ]


The Helpline Operator is responsible to respond helpline calls from potential callers and Conduct follow-up on helpline calls using protocols and referral databases.




  • Answering and routing incoming calls from POCs.
  • Using protocols and referral databases for following up helpline calls.
  • Communication with relevant team.
  • Assisting in progressing training and tools for helpline.
  • Participating in regular meetings such as staff meetings, debriefings and trainings.
  • Handling incoming phone calls by POCs through dedicated helpline.
  • Completing the provided form of the caller’s information
  • Assisting in updating, maintaining and expanding helpline network, resources and databases.
  • Registering the complaints from POCs and following up with related service provider.
  • Providing the information for POCs to get to the services on NGOs and government services.
  • Keeping information of POCs confidential.
Qualifications & Preferred Skills

C- Key Skills

  • Bachelor’s degree or Diploma in social science or related studies/ related experience.
  • Minimum one-year experience in related field.
  • Fluent in Arabic and Kurdish Languages, English Language is an asset;
  • Innovative and creative in problem-solving
  • Able to work independently and as part of a team as well.
  • Passionate for social justice, human rights and gender issues.
  • Good Communicator and interpersonal skill.
  • Fast typing skills for helpline database recording.
  • Detail-oriented with strong organizational skills.
  • Ability to handle large volumes of calls.
  • Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds
  • Strong computer skills (MS Word, Excel, Outlook and Power Point).
  • Capable to work well under pressure and maintain composure under stressful situations.
  • Experience working on a victim-centered or resource-oriented helpline.
  • Ability to handle confidential matters, meet deadlines and work under pressure.
How To Apply

Interested candidates can apply via the following link: 

Only shortlisted candidates will be contacted.

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