Hotline Operator – Third-Party Service Provider Confidential Back to Jobs Yemen Taiz

Key Responsibilities

• Yemen Posted: Oct 05، 2026 Deadline: Oct 21، 2026 Job Description Job Hotline Operator – Third-Party Service Provider Location: Taiz Contract Type: Third-Party Service Contract 10 months Sectors: FSAC، Health، Nutrition and WASH Activity: Hotline / Community Feedback Mechanism (CFM) Job Summary The Hotline Operator will provide daily hotline management services to ensure that beneficiaries and community members can access timely information، guidance، and feedback channels related to the project's FSAC، Health، Nutrition، and WASH activities

• Perform other hotline and CFM-related tasks directly related to the contracted services، as requested by the designated MEAL/Accountability focal point

• Ability to manage multiple calls and tasks while maintaining accuracy and confidentiality

Requirements & Qualifications

• Excellent communication and interpersonal skills

• Strong active listening skills and the ability to communicate clearly and respectfully with people from different backgrounds

• Strong organizational skills and attention to detail

• Basic computer and data-entry skills and ability to use electronic or paper-based hotline/CFM recording tools

• Fluency in Arabic is required، English language skills are an advantage

Benefits & Conditions

• Save & Share Login to Save Job Related Jobs Field Monitor (Third Party Monitoring Servies) CTG دوام كامل IT Auditor

• مدقق نظم معلومات Confidential دوام كامل مدير هايبرماركت Confidential دوام كامل مدير مجموعة / سلسلة فنادق Confidential دوام كامل مراجع حسابات Confidential دوام كامل

The service provider will receive and respond to incoming calls in a professional، respectful، confidential، and non-discriminatory manner، provide accurate information based on approved project materials، register calls، complaints، feedback، and requests using the established CFM tools، and refer or escalate cases requiring further action to the relevant project staff and Monitoring، Evaluation، Accountability and Learning (MEAL)/Accountability team

The service provider will maintain accurate hotline records، identify recurring issues and trends، support appropriate referrals and follow-up، and submit verified periodic records and reports in accordance with the service contract and applicable CFM procedures.

Key

Manage incoming calls through the project's designated hotline on a daily basis

Respond to callers promptly، professionally، respectfully، and with appropriate sensitivity and confidentiality

Provide accurate and consistent information on available FSAC، Health، Nutrition، and WASH activities and services، using approved project information، FAQs، and communication materials

Listen carefully to callers and identify their questions، requests، complaints، feedback، or information needs

Register and document all hotline calls accurately and promptly using the approved hotline log، forms، or electronic data collection tools

Record complaints and feedback in accordance with the project's Community Feedback Mechanism (CFM) SOPs and procedures

Provide immediate guidance and information whenever the requested information is within the service provider's approved scope and available information

Refer inquiries، requests، and cases that cannot be addressed directly to the relevant project staff or service point for appropriate follow-up

Escalate serious، sensitive، or urgent complaints to the designated MEAL/Accountability focal point in accordance with established escalation procedures

Immediately flag complaints or disclosures involving serious protection concerns، safeguarding، sexual exploitation and abuse (SEA)، or violations of the Code of Conduct through the designated confidential reporting and referral channels، without investigating or attempting to resolve such cases independently

Maintain confidentiality and protect the personal information of callers and complainants at all times

Follow up on referred inquiries or complaints when required and within the

assigned under the CFM procedures

Inform callers about available feedback، complaint، and referral channels، including alternative channels where appropriate

Support referrals for cases or requests that fall outside the project's scope in accordance with established referral pathways

Identify frequently raised questions، recurring complaints، access barriers، and common concerns reported through the hotline

Prepare concise summaries of hotline calls، complaints، feedback، referrals، and recurring issues for review by the MEAL/Accountability team

Coordinate with relevant project and field teams to ensure that beneficiary feedback and reported issues are communicated through the appropriate channels

Support the collection، organization، and secure storage of hotline and CFM data in accordance with established procedures

Maintain accurate and organized documentation and records related to hotline activities

Submit weekly and monthly hotline records/reports and other agreed deliverables for verification

Share verified CFM trends with the designated MEAL/Accountability focal point and Reporting/IMS Officer through the established reporting process، while maintaining confidentiality and applying data-minimization principles

Ensure that submitted records are complete، accurate، timely، and suitable for monitoring and audit purposes

Participate in coordination or review meetings when requested and provide relevant information on hotline activities and emerging issues

Required

and Experience Bachelor's degree or diploma in Social Sciences، Psychology، Counseling، Development Studies، Community Development، Communications، or another relevant field

Equivalent relevant experience may be considered

Previous experience in hotline operation، call center services، community feedback mechanisms، accountability، customer service، complaints handling، or humanitarian/community-based programs is desirable

Experience working with humanitarian organizations، NGOs، or community-based programs is an advantage

Good understanding of community dynamics and the local context in Taiz

Ability to understand and accurately record callers' concerns and information

Ability to provide clear guidance based on approved information and procedures

Good judgment and ability to recognize cases requiring referral or escalation

Ability to prepare clear and accurate periodic records and reports

Commitment to confidentiality، safeguarding، PSEA، protection، accountability، and do-no-harm principles

Key Deliverables and Verification Payment will be made with the service contract

Deliverables may include: Daily management and handling of incoming hotline calls

Complete and accurate registration of calls، complaints، feedback، and requests

Appropriate provision of information and guidance based on approved project materials

Documented referrals and escalations requiring follow-up

Timely escalation of serious or sensitive complaints through designated channels

Records of follow-up actions، where applicable

Weekly and monthly summaries of hotline calls and reported issues

Identification and reporting of recurring concerns، access barriers، and frequently raised questions

Complete، accurate، confidential، and properly maintained hotline/CFM records

Submission of all agreed monthly records and reports within the required timeframe How to Apply: Interested candidates who meet the

are invited to submit an updated CV and supporting documents to Please note that the application deadline is 21، October، 2026 Apply on employer site This listing links to an external application

Yemen Board does not process applications on-site

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