MiKK e.V. - International Mediation Centre for Family Conflicts and Child Abduction is looking for its office in Berlin Charlottenburg :

ADVICE LINE WORKER & PROJECT ASSISTANT (INTERNATIONAL ENVIRONMENT)

We are looking for a professional, enthusiastic and solution-oriented Advice Line Worker to join our small but dynamic international team at MiKK. This is a great opportunity for someone who enjoys working in an international, multicultural, multilingual environment and has a passion for helping people and safeguarding the best interest of the child. You will be providing advice and support via telephone, e-mail, Zoom/Skype to parents from all over the world on mediation in cross-border custody disputes and international parental child abduction cases as well as liaise with the parties’ lawyers and ministries.
A good telephone manner, empathy, the ability to listen and excellent communication and organizational skills are essential to success in this role. In addition, this role requires the ability
to interact effectively and appropriately with people from different cultural and professional backgrounds. Further roles involve assisting with MiKK Training activities and the implementation of different (EU) projects.
Fluent English and German are essential for this position. Additional foreign languages, a mediation background or experience in working in a helpline environment and/or with parents/families are
a distinct advantage. Individuals need to be able to commit to at least 28 hours per week.
Location: Berlin
Working Languages: English & German
€36,400 - €41,600 per year (full-time equivalent)
Pro rata, based on 28-32 hours per week (€ 25,480 - € 33,280 per year)*
*depending on experience and qualifications. The stated salary if for an entry-level position, with opportunities for performance-based raises as and when experience has been gained and growth in the role has been demonstrated.

Key Responsibilities:

• Handle incoming and outgoing calls, offering practical advice, information and guidance on mediation to parents and other affected parties in relation to cross-border custody disputes and international parental child abduction cases.
• Provide accurate and clear information on the mediation process and the applicable international legal framework ( legal advice) in a clear, friendly and professional manner.
• Identify callers needs and provide appropriate solutions or guidance.

· Refer parents to cross-border family mediators and organize the mediations with all parties involved, including the parties’ lawyers.
· Liaise with government ministries, judges and other stakeholders in connection with cases and in selected cases in respect of organizing the funding for the mediations.

· Refer parents to expert lawyers from the MiKK Network.

• Document enquiries and follow-up actions in the case management system and assist with developing and improve tools and processes.
• Help to improve and increase the reach, impact and efficiency of the International MiKK Advisory Service.
• Collaborate with team members to ensure consistency in advice and services provided.
• Adhere to MiKK’s guidelines and policies to maintain a high standard of service provided
• to parents, institutions and other stakeholders.
• Assist with the planning development and carrying out of EU and other projects.
• Assist with the planning and execution of MiKK Trainings and Workshops in Germany and abroad.
• Maintain confidentiality and handle sensitive information with integrity and professionalism.

EXPERIENCE & KNOWLEDGE (ESSENTIAL):

· Fluency in English and German (additional language skills are a distinctive advantage).
· Completed training or university degree
· Good knowledge of MS Office (Excel, Word, Power Point)
· Knowledge about Mediation and/or Family Law (completed mediation training an advantage)
Skills & Experience (Essential):
· Excellent telephone communication skills, empathy and a problem-solving attitude when communicating effectively and sensitively with parents in difficult situations.
· Maintain a calm and professional demeanour in all situations
· Ability to work as part of a team
· A good understanding of the challenges bi-cultural families, parents and children face in times
of separation and divorce.
· Strong interpersonal and inter-cultural skills, with the ability to engage with individuals from
a variety of cultural and professional backgrounds.
· Ability to manage multiple tasks, prioritize effectively, take responsibility and work under pressure.
· Empathetic and solution-focused, with a desire to help others.

SKILLS & EXPERIENCE (DESIRED/ADVANTAGEOUS)

· Proficiency in a third or more language/s (such as Spanish, French or Arabic)
· Experience of providing telephone advice and/or email advice to families, or generally,
to members of the public
· Experience of working with families. Parents or children, ideally in an intercultural setting.
· Qualification or a working background in psychology, social work, law
· Knowledge or a completed training in mediation.
· Experience of using a case management database to record advice.
· Experience with Wordpress

• Handle incoming and outgoing calls, offering practical advice, information and guidance on mediation to parents and other affected parties in relation to cross-border custody disputes and international parental child abduction cases.
• Provide accurate and clear information on the mediation process and the applicable international legal framework ( legal advice) in a clear, friendly and professional manner.
• Identify callers needs and provide appropriate solutions or guidance