Hotline & Referral Officer – ECHO Cash Project

About the role

The Hotline & Referral Officer will support the ECHO Cash project by managing the two‑way referral system and the community feedback hotline across the targeted locations in Abyei. Working closely with the Project Coordinator and Field Manager, the officer ensures that complaints are logged, tracked, and resolved in line with donor and organisational standards.

Key responsibilities

• Manage the hotline, receive and record complaints, and ensure timely escalation to Save the Children management.
• Maintain the MPCA Cash Consortium complaints database and produce bi‑weekly reports on complaint categories and status.
• Support the establishment of community help‑desks and information tables for referral to health, nutrition, and protection services.
• Monitor feedback trends, analyse data, and share findings with project teams and stakeholders.
• Provide training to community mobilisers, partners, and local staff on accountability principles and the use of the feedback system.
• Coordinate with nutrition and health actors to refer vulnerable households for specialised support, including GBV and child protection cases.
• Represent Save the Children in CWG, FSL cluster, and CASH Consortium meetings and contribute to project reporting.

Required profile

• Minimum three years experience in referral services within Food Security, Livelihoods, or Cash‑Based Programming for NGOs.
• Strong interpersonal skills, cultural sensitivity, assertiveness, and ability to negotiate with diverse stakeholders.
• Willingness to travel and stay in hard‑to‑reach field locations with limited infrastructure.
• Diploma or advanced certificate in social work, gender, safeguarding, human nutrition, rural development, or related social sciences.