Hotline Officer (Tigrigna)

The Ethiopian Women Lawyers’ Association (EWLA) was established at the federal level in 1995 by female legal professionals and was registered as a civil society organization. For the last 30 years, it has been working to stand for justice and equality for Ethiopian women. It implements 5 major programs, including Advocate for Women’s Rights, Public Education and Capacity Building, Comprehensive Free Legal Aid Service, Empower Female Legal Professionals and Foster Networking in the Legal Sector, as well as Professional Ethics and Quality Legal Services. It The Association has its headquarter in Addis Ababa, and regional branch offices in Adama, Hawassa, Bahir Dar, Gambella, Asosa, Jigjiga, Semera, and Dire Dawa. Moreover, it has established 57 volunteer committees at zonal and district levels and launched a multilingual Toll free Hotline center “7711” which provides services in Amharic, Afaan Oromo, and Tigrigna.

Reporting Lines

• Reports to: Free Legal Aid department coordinator
• Works closely with: Legal Aid Officers, Regional Branch Teams, M&E Unit

Job Summary

The Tigrigna Hotline Service Officer is responsible for operating EWLA’s Tigrigna-language legal aid hotline, providing immediate legal information, referrals, and trauma-informed support to Tigrigna-speaking women. The officer will ensure accurate documentation of calls, support case intake processes, and contribute to improving hotline accessibility and integrity for vulnerable communities, including post-conflict and diaspora populations.

Key Duties and Responsibilities

A. Hotline Service Delivery

• Answer incoming calls on the Tigrigna hotline during assigned shifts.
• Provide clear, accurate, and empathetic legal information on family law, civil matters, criminal law, and procedural rights in Tigrigna.
• Conduct initial needs assessments and risk screening for urgent cases
• Refer eligible cases to EWLA legal aid officers or partner organizations using established referral protocols.
• Offer psychosocial first aid and trauma-sensitive communication to distressed callers.

B. Case Documentation & Data Management

• Record all call details accurately in EWLA’s case management system.
• Classify calls by type.
• Maintain strict confidentiality and ethical handling of client information.
• Prepare weekly and monthly Tigrigna hotline performance reports.
• Flag high-priority cases for immediate follow-up by the legal team.

C. Client Support & Follow-Up

• Follow up on referred cases to ensure continuity of service.
• Guide callers on basic legal procedures, documentation, and court navigation.
• Assist in scheduling in-person consultations at EWLA offices when necessary.

D. Coordination & Collaboration

• Coordinate with Amharic and Afan Oromo hotline officers to share trends and updates.
• Liaise with EWLA’s Tigray regional partner organizations serving Tigrigna-speaking communities.
• Participate in hotline team meetings, training sessions, and debriefings.

E. Awareness & Service Improvement

• Support the development of Tigrigna-language legal awareness materials.
• Provide feedback to improve hotline protocols, scripts, and service quality.
• Assist in community outreach to promote hotline services among Tigrigna-speaking women.

F. Other Duties

• Perform any other tasks assigned by the free legal aid Services Coordinator.

Required Number: 1

Duty Station: Addis Ababa Head Office

Employment Type: Full Time

Contract Duration: One year, with possibility of extension

Salary Scale: As per EWLA’s salary scale

Application Deadline: 7 working days from the date of announcement

Qualifications and Experience

Education

• Required: Bachelor’s degree in Law.
• Preferred: Training in counselling, hotline operations, or GBV response, Social Work, Sociology, Gender Studies.

Experience

• Minimum 1–2 years of experience in legal aid counselling.
• Experience working with vulnerable groups, especially women and survivors of violence.
• Familiarity with the Ethiopian legal system and women’s rights frameworks.

Skills & Competencies

• Fluency in Tigrigna (spoken and written) is mandatory.
• Proficiency in Amharic (required) and English (preferred).
• Excellent listening, communication, and interpersonal skills.
• Ability to handle sensitive calls with empathy, patience, and professionalism.
• Basic computer skills (Word, Excel, data entry, case management software).
• Cultural sensitivity and awareness of the Tigray regional context.

Desirable Attributes

• Previous experience in NGO/CSO settings.
• Knowledge of trauma-informed approaches.
• Training in conflict resolution, mediation, or psychosocial support.

Performance Indicators

• Number of calls answered and accurately documented per shift/month.
• Timeliness and appropriateness of referrals.
• Client satisfaction and feedback.
• Quality and completeness of hotline reports.
• handling of different type of callers/callers’ satisfaction /

Working Conditions

• Office-based with shift work (may include evenings or weekends if hotline operates extended hours).
• Emotionally demanding role requiring resilience, self-care, and access to supervisory support.
• Regular training and debriefing sessions will be provided.