Protection Helpline Assistant

Job Description

Hardship Level (not applicable for home-based)CFamily Type (not applicable for home-based)FamilyStaff Member / Affiliate TypeUNOPS LICA4Target Start Date2023-01-20-08:00Job Posting End DateJanuary 8, 2023Terms of ReferenceThe Protection Helpline Assistant will be a member of the UNHCR team and will respond to calls received through the helpline, as well as related email contacts, and provide accurate and timely responses.The Helpline Assistant will provide direct advice and guidance where possible and may also refer callers to other sources of information (such as the public information campaign) or refer cases as necessary and appropriate for follow up by protection, assistance or other teams. The Helpline Assistant will provide periodic internal reports of the nature and number of contacts received, and the types of responses given. In addition, the incumbent will support wider communications functions and may be called upon to undertake other duties.The desired candidate is required to be proficient in one or more of the main languages spoken by Afghan refugees in Pakistan (for instance, Pashto, Dari or Hazaragi).Standard Call Centre Assistant Organizational Setting and Work RelationshipsThe Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons. The Call Centre Assistant normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.The incumbent ensures the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance ,scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face to face counselling with refugees at the UNHCR Reception Centre. All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¨s core values of professionalism, integrity and respect for diversity. Duties- Support in Overseeing the UNHCR Call Centre staff and operations.- Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.- Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units ¨ protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.- Compile and report on trends emerging from the Call Centre ¨ including concerns, frustrations, and information coming from refugees.- Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.- Observe and listen to Call Centre staff for quality control purposes.- Liaise closely with colleagues to ensure the most effective operation of the Call Centre.- Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.- Refer cases to protection colleagues for assistance, as needed.- Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.- Provide basic counselling to refugees.- Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.- Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.- Compile and enter the statistical data into the protection database.- Perform other related duties as required. Minimum QualificationsEducation & Professional Work ExperienceYears of Experience / Degree LevelFor G4 - 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher Field(s) of Education Not applicable. Certificates and/or Licenses International Protection(Certificates and Licenses marked with an asterisk* are essential) Relevant Job ExperienceMinimum 1 year of professional job experience. Ability to work with people from different cultural backgrounds. DesirableWork experience with UNHCR is an advantage. Completion of UNHCRs related learning activities is an advantage. Functional Skills CO-Cross-cultural communicationCO-Drafting and DocumentationIT-Computer Literacy(Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English. All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this and will be considered for the screening, shortlisting and selection of candidates.Required Languages ,Desired Languages ,Additional QualificationsSkillsEducationCertificationsInternational Protection - OtherWork ExperienceOther informationThis position doesnt require a functional clearance

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