Venezuela – Operador/a telefónico/a para soporte de Gestión de Casos At COOPI – Cooperazione Internazionale

Description of COOPI in Venezuela

Since 2019, COOPI has established a presence in Venezuela to assist the local population following the worsening of the country’s socio-economic crisis. As of July 2020, it has launched a regional crisis response program implemented in consortium with Venezuelan organizations for the protection of vulnerable groups. In recent years, COOPI has expanded its interventions and is currently implementing projects in the Capital District, Miranda, Sucre, Bolívar and Delta Amacuro in the sectors: Protection (General Protection and GBV), Sexual and Reproductive Health, Water, Sanitation and Hygiene, Livelihoods and Food Security.

Objective/Job Description

Within the framework of the project  “Multisectoral assistance and vital protection services for the Venezuelan population in situations of greatest vulnerability and risk affected by the crisis in Venezuela”,  the intervention aims  to improve the protection conditions and increase the security and well-being of the Venezuelan population in situations of greatest vulnerability and at risk through the provision of multisectoral protection and assistance services .  The organizations of the Consortium will concentrate their actions in nine (9) states of Venezuela: Amazonas, Apure, Bolívar, Delta Amacuro, Distrito Capital, Falcón, Miranda, Sucre, Táchira and Zulia, carrying out activities with interventions in various subsectors of the Protection Sector, including the response to gender violence, child protection and psychosocial support (PSS). In addition, it will also include complementary activities in different subsectors of Food Assistance, Health, Water, Sanitation and Hygiene and Humanitarian Coordination, Information Management and Evaluations.

The Telephone Operator for Case Management Support will be responsible for providing guidance, advice and support to survivors of Gender-Based Violence, victims of Human Trafficking and other people who have experienced or are at risk of situations of violence, abuse or exploitation.

The Operator will provide care and listening, guiding and informing about the rights of the survivor and/or at-risk person, the mechanisms and routes for their exercise, linking the person with the project’s protection services and/or with other relevant support services in the prioritized communities and mitigating the impact of the GBV and/or TdP situation on the person’s psychosocial well-being through remote psychosocial support. The Operator will ensure effective and ethical care by adhering to the protocols and methodological and ethical guidelines established in the Inter-agency and COOPI standard operating procedures for the care and response of GBV and TdP survivors.

Areas of Responsibility

Main Activities

• Carry out the first contact protocol with survivors and/or those at risk, carrying out an initial assessment to identify needs, problems faced and risk levels for quick and timely decision-making.
• Provide Psychological First Aid to survivors.
• Identify situations of risk and/or imminent danger, actions to be taken/protective measures and establish forms and protocols for emergency contact and channeling with the relevant agencies.
• Provide information about available options and services with a focus on the survivor, avoiding influencing the decisions of the person being cared for.
• Coordinate the survivor’s access to specialized and available services, according to the remote informed consent protocol.
• In conjunction with other professionals on the case management team, map and periodically update formal and informal support services (GBV AdR care pathway, AdR NNA, including existing community resources and relevant public bodies).
• Refer, in an ethical and safe manner, to other mapped services those people who require guidance for other situations not addressed according to the project’s care criteria.
• Maintain records, statistics, files and reports on all telephone support activities provided by COOPI or other support services.
• Apply confidentiality protocols to reflect the limits of handling case information.
• Process and share confidential statistical information on cases handled on a monthly basis.
• Maintain individual and confidential records of cases in accordance with data protection guidelines and policy.
• Participate in team and supervisory meetings.
• Participate in the training and experience exchange processes to which they are invited.
• Comply with safety guidelines and promote compliance during team field trips.
• Ensure compliance with COOPI’s Code of Ethics and Conduct, Gender Policy, Protection and PEAS Policy.

Desired profile:

ESSENTIALS

• Professional or student in final semesters of Psychology and/or Social Work or Social Sciences with experience in human rights, gender, care for GBV survivors and victims of trafficking.
• Minimum of two (2) years of previous work experience in GBV and TdP prevention issues and/or with a gender equality approach and a focus on the survivor.
• It is desirable to have worked with non-governmental organizations specializing in GBV and/or TdP.
• Excellent knowledge of the institutional structure of comprehensive support for survivors of GBV, TdP and protection routes at the community and institutional levels.
• Availability to work in interdisciplinary teams and under pressure conditions.
• Emotional strengths for working with GBV survivors: good emotional management, stress management, assertiveness, self-care strategies.
• Ability to gather information objectively, appropriately and sensitively, observing carefully, listening actively, paying full attention to the situation and information from various sources.
• Know and implement the survivor-centered approach.
• Know and apply the guiding principles of care for GBV survivors, including: safety, confidentiality, respect and non-discrimination.
• Know and apply the principles of humanitarian action: neutrality, humanity, impartiality and independence.
• Respect for COOPI’s Vision and Mission.
• Know, adapt and apply key GBV tools to the context, including: Inter-agency Guidelines for Case Management in GBV and TdP; Psychosocial Support for GBV Survivors and TdP Victims; IASC Guidelines for GBV Interventions in Humanitarian Settings, Minimum Standards for GBV Interventions, GBV Standard Operating Procedures, among others.
• Sensitivity to gender and diversity.
• Handling of computer tools (Microsoft Windows operating system) and office automation (Microsoft Office: Word, Excel, PowerPoint, Outlook).