The Health Call Center Volunteer will serve as the primary focal point of the Health Call Center by providing accurate information, guidance, referrals, and accountability support to individuals seeking access to Action Against Hunger health services, while ensuring timely documentation and effective communication with health teams and service providers.
Objective 1: Management of Health Call Center Services (70%)
Receive and manage incoming calls from individuals requesting information on ACF-supported health services.
Assess callers' needs and provide accurate information regarding available services.
Explain eligibility criteria and enrollment requirements clearly and consistently.
Maintain and regularly update the Health Call Center Questions and Answers (Q&A) file.
Maintain an up-to-date service mapping of ACF-supported hospitals, health facilities, referral pathways, and available services.
Guide beneficiaries toward the most appropriate health facility, hospital, or service provider according to established referral pathways.
Explain cost-sharing mechanisms, coverage limits, and beneficiary contributions accurately.
Respond to beneficiaries' questions in a professional, respectful, and timely manner.
Ensure callers receive clear information regarding required documentation and next steps.
Follow approved scripts, referral guidance, and standard operating procedures.
Escalate complex cases to Health Delegates or the Health & Nutrition Head of Project when required.
Objective 2: Accountability, Feedback and Complaints Management (15%)
Receive, document, and respond to feedback, concerns, and complaints related to health services.
Refer sensitive protection concerns through appropriate escalation pathways.
Follow up with responsible teams regarding pending complaints and feedback.
Maintain confidentiality and data protection standards at all times.
Objective 3: Reporting (15%)
Accurately record all interactions in the Call Center Logbook maintained in ActivityInfo.
Ensure completeness, accuracy, and timeliness of call center data entry.
Objective 4: Security
To respect the security rules specified in the mission and base security plan, see to it that the team under his/her responsibility complies with the security plan and perform the security management tasks that can be assigned in its protocols
To communicate to the security managers of the working location any security related information or non-compliance with the security plan
Objective 5: Support humanitarian activities of Action Against Hunger
Support the emergency interventions of the organization as per the employee’s abilities.
Support any activity that helps reaching our humanitarian goals, as per the employee’s abilities.
ACF employees will show commitment to human rights principles, gender equality and non-discrimination approach in all their work