National Hotline Operations Supervisor at Ethiopian Lawyers with Disabilities Association (ELDA)

• Duration 6 month- renewable contract
• Location Addis Ababa (with national oversight)
• Salary Range Basic Salary 45,000 Birr plus Transportation allowance, 1500 and communication allowance 700 and other benefit

About ELDA

The Ethiopian Lawyers with Disabilities Association is the first-ever professional association of persons with disabilities bringing together lawyers engaged in policy review and analysis, attorneys, prosecutors, judges, legal advisors and students with disabilities studying law in different parts of the country. Currently, ELDA has more than 240 active and registered members with in the nation. The Ethiopian Lawyers with Disabilities Association (ELDA) was formed in November 2019 being the first-ever professional association of persons with disabilities. The association was initiated by eight like-minded lawyers with disabilities and registered by the Ethiopian CSO Agencies with the certificate no. 4620 on December 19, 2019.

ELDA works to ensure the full promotion, protection and respect of all rights for all persons with disabilities in Ethiopia. The UNCRPD is the basis of our work and we work to enhance the direct and indirect participation of persons with disabilities in the justice system including as witnesses, in all legal proceedings, at investigative and other preliminary stages.

Project Background

The Ethiopian Lawyers with Disabilities Association (ELDA), in collaboration with population council international is implementing a project titled “Forced Begging among Person with Disabilities in Ethiopian”. The project aims to prevent and respond to forced begging of children, including children with disabilities. As part of this initiative, ELDA operates a national hotline service to receive document, and refer cases to relevant authorities such as police, public prosecutor and child protection service providers. ELDA seeks a qualified National Hotline Operation Supervisor to ensure effective, ethical and high-quality operation of the hotline service.

Overall purpose of the position

The national hotline operations supervisor will be responsible for the overall management, coordination, and quality assurance of the hotline service ensuring timely reception, documentation, ethical handling and referral of cases related to forced begging and other child protection concerns.

Key Responsibilities

1. Hotline Operations Management

• Oversee the day-to-day operation of the national hotline to ensure uninterrupted and effective service delivery.
• Develop, implement, and regularly update standard operating procedures (SOPs) for hotline operations.
• Ensure hotline operators adhere to established protocols, referral pathways, and response timelines.
• Prepare duty schedules and supervise hotline staff to ensure adequate coverage.

2. Supervision and Capacity Building

• Provide direct supervision, mentoring, and performance monitoring of hotline operators.
• Conduct regular coaching and refresher trainings on child protection principles, forced begging, disability inclusion, ethical standards, and case management.
• Identify capacity gaps and recommend training or system improvements.

3. Ethical Standards and Child Safeguarding

• Ensure strict application of ethical standards, including confidentiality, informed consent, data protection, and child safeguarding principles.
• Address ethical concerns, complaints, or breaches related to hotline operations.
• Promote a survivor-centered, child-friendly, and disability-inclusive approach in all hotline interactions.

4, Case Referral and Coordination

• Ensure accurate screening, documentation, and classification of hotline calls and reports.
• Coordinate timely referral and information sharing with relevant stakeholders, including:
• Police
• Public Prosecutor
• Child protection and social services
• Other authorized referral partners
• Follow up on referred cases to ensure appropriate action is taken.

5. Data Management and Quality Control

• Oversee hotline data collection systems to ensure accuracy, completeness, and consistency.
• Conduct regular data quality checks and validations.
• Ensure secure storage and controlled access to sensitive data in line with organizational and legal requirements.
• Produce periodic reports and case summaries for ELDA management and project partners.

6. Reporting and Representation

• Prepare weekly, monthly, and quarterly operational and analytical reports.
• Contribute to donor and partner reporting requirements.
• Represent ELDA in coordination meetings related to hotline services and child protection referral mechanisms.

• Bachelor’s degree in Social Work, Psychology, Law, Sociology, Public Health, or a related field
  (Master’s degree is an asset).
• Minimum of 5–7 years of relevant professional experience, including at least 3 years in supervision or
  coordination roles.
• Proven experience in hotline management, child protection, GBV, or case management systems.
• Strong understanding of child protection laws, referral systems, and ethical standards.
• Experience working with government justice and law enforcement institutions is highly desirable.
• Excellent communication, documentation, and report-writing skills.
• Proficiency in English and Amharic; knowledge of additional local languages is an asset.
• Strong leadership, problem-solving, and organizational skills.
• Preference will be given to qualified women candidates.