Caritas Moldova is hiring a Helpline Manager

Job Title: Helpline Manager                                                                                      Reports to: Administrative Staff

Caritas Moldova is seeking to hire Helpline Manager for a period of 6 months, with the opportunity to extend beyond the initial period.

To Apply: Please send your CV to secretariat@caritas.md as soon as possible.

About Caritas Moldova:

Caritas Internationalis is a confederation of 165 Catholic relief, development and social service organizations working to build a better world, especially for the poor and oppressed, in over 200 countries and territories.  Caritas works without regard to creed, race, gender, or ethnicity, and is one of the world’s largest humanitarian networks.

Founded in 1995, Caritas Moldova is part of Caritas Internationalis and aims to carry out the charitable and social action of the Church - reaching out to the poor, vulnerable and excluded, regardless of race or religion, to build a world based on justice and fraternal love.

Job Summary:

As the Russian invasion expands in Ukraine, the United Nations (UN) estimates that more than four million Ukrainians will be forced to flee the country if there is no cessation of the invasion. Already an estimated 84,000 refugees have crossed into Moldova, with about half moving on to other countries in the EU and the other half settling in Moldova. Caritas Moldova is responding to the refugee crisis, working to serve conflict-affected Ukrainians in Moldova.

CRS is setting up a Helpline to support project activities.

As a Helpline Manager, you will work directly with conflict-affected Ukrainian refugees in Moldova to support assistance program activities.

Caritas Moldova is seeking to hire one Helpline Manager for a period of 6 months, with possibility of extension, based on both funding availability and performance.

To Apply: Please send your CV to secretariat@caritas.md as soon as possible.

Roles and Key Responsibilities:

1. Support start-up of a helpline call center
2. Answer calls related to assistance provided to Ukrainian refugees and asylum-seekers
3. Coordinate a helpline call center for recipients of project assistance
4. Ensure quality of helpline, including data entry, and ensure dignified responses
5. Ensure all helpline calls have been addressed and followed-up
6. Manage a small team of call center staff
7. Other activities as appropriate

Additionally, the Helpline Manager has Safeguarding Duties:

-Assumes responsibility for fully understanding the protection policy and its implications.

- Act in accordance with the Code of Ethics and Conduct, comply with the Safeguarding Policy at all times (in professional and personal life) and seek clarification if anything is unclear

- Performs duties in a manner that does not harm children, vulnerable adults or other employees / volunteers, does not expose them to additional risks of abuse or exploitation.

- Promotes a respectful and trustworthy office and field environment with beneficiaries and community members.

- Report any Safeguarding issues according to Caritas Moldova procedures.

Basic Qualifications

• High school diploma required
• Computer Skills
• Work or volunteer experience supporting community mobilization is preferred
• Experience in assessment or registration preferred

Skills and Abilities

• Ability to communicate with empathy and compassion
• Observation and active listening skills and strong oral commutation skills
• Good interpersonal skills and the ability to interact effectively with diverse groups

• Proactive, results-oriented, and service-oriented

Required Languages: Written and spoken proficiency in Ukrainian or Russian. Written and spoken proficiency in Romanian.   Written and spoken proficiency in English a plus.

Travel: Must be willing and able to travel locally within Chisinau (or assigned rayon(s)).

Supervisory Responsibilities: None

Key Working Relationships:

Ukrainian refugees, Caritas Moldova staff, Municipal or rayon government officials and workers.

Occasionally working with Parishes, UNHCR and working groups, and other faith-based and NGO actors

Disclaimers: 

• This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
• Caritas talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.
• Caritas is an Equal Opportunity Employer; Caritas is always looking for qualified, diverse and compelling candidates to join our agency and support our great work.
• By applying to this job, I understand and acknowledge that Caritas requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. 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. 
• Please note that applications will be continuously reviewed, and Caritas reserves the right to close the vacancy before the deadline once a suitable candidate is identified.
• We thank all applicants for their interest, however only shortlisted candidates will be contacted.