Hotline & Referral Officer

About the role

The Hotline & Referral Officer will work closely with the ECHO Cash Project Coordinator and Field Manager to ensure referral support activities are delivered according to project deliverables across targeted locations.

Key responsibilities

• Lead, manage and coordinate two‑way referral system linking MPCA with health, nutrition, protection services, government stakeholders and the community.
• Act as focal point for accountability activities, handling hotline calls, visiting project sites to gather complaints, escalating issues to SCI management, updating complainants, recording complaints and solutions in the database, and producing periodic reports.

Required profile

• Experience in managing referral systems and coordinating with multiple stakeholders.
• Strong ability to handle complaints, ensure follow‑up, and maintain accurate records.