Hotline Personnel

at Ethiopian Women Lawyers Association(EWLA)
Location Addis Ababa, Ethiopia
Date Posted July 30, 2020
Category Legal
Job Type Full-time
Currency ETB


Ethiopian Women Lawyers Association (EWLA) is a non-for-profit, Ethiopian charitable association established in 1996. EWLA’s mission is to promote the economic, political, social and legal rights of women and to that end assist them to secure full protection of their rights under the Constitution of the Federal Democratic Republic of Ethiopia and other international human rights conventions. EWLA in partnership with UNFPA has now started to Establish Hotline service.


  • Maintaining a positive, empathetic and professional attitude toward survivors at all times.
  • Responding promptly to survivors inquiries.
  • Acknowledging and resolving survivors need.
  • Keeping records of survivor/client interactions, transactions, comments and complaints.
  • Answers and routes incoming calls.
  • Performs database retrieval for directory information.
  • Provides information obtained from EWLA Directory.
  • Assists callers in identifying needs and then routing calls appropriately.
  • Provides legal counseling services in civil and criminal cases and drafts various court documents, such as petitions, court briefs, affidavits and memorandum of appeals to court.
  • Provides mediation services mainly on matrimonial matters, such as family disputes, in order to assist them to resolve their cases amicably and reconcile where possible.
  • Networking and corresponding with government, private and NGO institutions in order to effectively handle cases.
  • Maintaining a smooth working relationship with Branch Offices/Committees pertaining to legal aid and representation activities.
  • Studying the special case referred to her/his by collecting all necessary information/data from the victims of injustice; files/documents maintained by the department on the Survivors/clients etc...
  • Keeping records of Survivors/clients and analyzing client profile and cases for future reference.
  • Submitting monthly, quarterly & yearly reports to the Department Head.
  • Ensuring the confidentiality of information related to cases that are submitted to courts.
  • Carrying out other related
  • Updates and maintains personal copy of stakeholders/ staff directory and other resources to ensure accurate dispensing of information.
  • Answers routine questions about telephone and voice mailbox operation on an occasional basis.
  • Answers questions and provides some training for new operators, on-call substitutes or student help.
  • Updates the stakeholder’s directory and provides changes to Supervisor. Proofs updates for accuracy.

Job Requirements

Qualification: LLB Degree

Experience:  2-4 years relevant work experience


  • Ability to communicate with, supervisor, stakeholders and survivors
  • Familiarity with Word, Excel and web browsers required.
  • Familiarity with Google Calendar, Google Drive,
  • Experience with volunteers and working with the public preferred.
  • Ability to work cooperatively with staff and volunteers.
  • Knowledge and understanding of women rights issues.
  • Bilingual at least in Amharic/Afan-Oromo/ or Tigregna/ language is Mandatory.

Knowledge of: Computer operations to include the use of email and web browser and customer service techniques.

Ability to: Think quickly and communicate orally with a variety of callers; handle a high volume of calls;


  • LLB degree or equivalent.
  • Ability to stay calm when survivors are stressed or upset.
  • Comfortable using computers.

Experience working with survivors support


Applying Instructions

Interested applicants who fulfill the above specific requirements can submit ONLY application along with CV to Ethiopian Women Lawyers Associations (EWLA), Administration and Finance Office within 7 consecutive days starting from the first day of publication of this announcement during working hours from 8:30 – 4:30 A.M OR

Female candidates are highly encouraged to apply.

 Address: Progress Building (Temama Fok), 4th floor/ near Genet Hotel

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