Digital Security Case Handler

Description

JOSA is a non-profit that promotes open technologies to safeguard the rights of technology users in Jordan. Through our activities, we work to ensure the safety and digital privacy of all Internet users. 

We operate a Digital Security helpline to offer technical support to individuals facing digital threats. We are seeking a Digital Security Case Handler to assist with cases received through JOSA’s helpline platform, phone calls, and messages. The role involves providing support, escalating cases as necessary, and maintaining ongoing communication with those seeking help, keeping them updated on the status of their cases.

Tasks and Responsibilities

The tasks and duties of the Digital Security Case Handler include:

• Manage and prioritize incoming cases, guiding help-seekers in safely collecting digital evidence while maintaining confidentiality.
• Report cases to relevant stakeholders, such as social media platforms, for urgent actions like content removal or account recovery, and conduct necessary follow-ups to resolve cases, or refer cases to other digital security helplines as needed.
• Provide post-incident support, including specific recommendations and tools to solve or mitigate incidents, along with reading material for further skill enhancement.
• Maintain accurate, confidential case records in a timely manner using our digital security helpline ticketing system.
• Follow and update internal case handling procedures and manuals.

Qualifications

• A degree in social studies, social work, law, Cybersecurity, or a related field is preferable, but not mandatory.
• Proven experience in case management, preferably with individuals affected by digital abuse or technology-facilitated violence.
• Understanding of digital security concepts, online privacy and digital security tools.
• Ability to adapt inclusive approaches for all individuals, with a special focus on marginalized and at-risk individuals / groups, and a commitment to prioritizing survivors' well-being in all interactions.
• High degree of active listening skills, professional verbal and written communication skills, and the ability to provide non-judgmental support, especially in sensitive and complex cases.
• Ability to work sensitively and confidentially with individuals from diverse backgrounds and adapt support to cultural contexts, particularly in the MENA region.
• Strong analytical skills to assess cases, identify trends, and develop appropriate interventions and solutions.
• Proficiency in both Arabic and English is required.

About JOSA

JOSA is a social enterprise on a mission to make technology a force for good. We believe in Open Source; where collaboration fuels innovation to benefit everyone. We develop and promote open, transparent and accessible technology for the betterment of our communities.

JOSA is an equal opportunity employer. We value diversity and don’t discriminate on the basis of race, color, marital status, religion, national origin, gender, sexual orientation, age, or disability status.

How to apply

Apply here: https://www.careers-page.com/jordan-open-source-association/job/LR387V5X/apply