The Human Access Association announces its need to fill the following vacant position:

Basic Information

  • Position: Hotline Operator
  • Number of Vacancies: 2
  • Duty Station: Aden Governorate – Kharaz Camp
  • Contract Duration: 6 months
  • Application Deadline: June 20, 2026

General Purpose of the Position

To professionally receive and manage beneficiary calls, provide information, support, and referrals as needed, while ensuring accurate documentation, confidentiality, and quality response in line with approved humanitarian standards.

Key Duties and Responsibilities

  • Receive and respond to incoming calls from individuals seeking support, guidance, or humanitarian assistance.
  • Provide initial psychological support and active listening in a professional, non-discriminatory manner.
  • Supply beneficiaries with appropriate information and refer them to relevant services and entities when necessary.
  • Assess the level of need and risk of reported cases and determine appropriate intervention according to established procedures.
  • Adhere to work policies and protocols to ensure service quality.
  • Maintain confidentiality and privacy of beneficiary data and case information.
  • Coordinate and follow up with relevant entities and service providers.
  • Accurately document calls and cases in a timely manner.
  • Participate in training programs and capacity-building activities.
  • Demonstrate patience, calmness, and the ability to positively handle diverse humanitarian cases.

Essential Qualifications and Experience

  • Bachelor’s degree in Business Administration or a related field.
  • Minimum of 3 years of relevant experience.
  • Proficiency in the following languages: English, Somali, Oromo, Amharic.

Skills and Competencies

  • Strong computer and registration system skills.
  • Excellent communication skills with professional appearance and behavior.
  • Ability to work under pressure and manage time effectively.
  • Experience in dealing with refugees and delivering services with high quality.
  • Strong teamwork skills.

Physical and Mental Requirements

  • Good physical health and sound senses.
  • Professional appearance.
  • Accuracy and attention to detail.
  • Strong observation skills.

Other Conditions

  • Willingness to commit full-time to the job.
  • The applicant must not have any prior convictions related to exploitation, abuse, sexual harassment, fraud, corruption, or conflict of interest.

Required Attachments

Applicants must submit the following documents along with the job application:

  1. Copy of CV.
  2. Copy of national ID card (front and back).
  3. Copy of academic certificate.
  4. Copies of training certificates related to the job.
  5. Copies of work experience certificates relevant to the advertised position.

Application Procedure

Applications should be submitted through the Protection Program Management with all required documents attached electronically via the following link: https://forms.gle/UKkBkSMrrdHiBcks9

Note: Applicants who do not meet the minimum requirements and qualifications will be excluded.