Hardship Level (not applicable for home-based)D
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA6
Target Start Date2023-07-01
Job Posting End DateJuly 10, 2023
Terms of Reference1. General Background
As of April 30, 2022, 960,128 Rohingya refugees are living in 32 camps in Cox’s Bazar, Bangladesh. Most refugees arrived in 2017, fleeing persecution, large-scale violence and human rights violations. Rohingya refugees rely entirely on humanitarian assistance for protection, food, water, shelter and health. They live in shelters in highly congested camp setting under very compelling human and protection conditions.
UNHCR Office in Bangladesh supports the Government in identifying the needs and protection concerns of the refugees. Rohingya refugee’s lack of formal legal status renders refugees vulnerable to arbitrary arrest and detention, mistreatment, and exploitation, and hinders their ability to access justice. UNHCR conducts protection monitoring and directly or through its partners provides a range of protection services, including legal assistance. In the congested camps, refugees are exposed to a range of protection and safety threats. Reports of serious protection incidents continue and inconsistent levels of assistance and gaps in services exacerbate potentially harmful coping mechanisms and present heightened protection risks for refugees. In addition, refugees are exposed to the risk of cyclones, landslides and other natural disasters during the monsoon season.
Effective and accountable humanitarian responses require continuous and meaningful engagement with refugees, understanding their needs and protection risks, and pursuing protection, assistance and solutions that take into account their perspectives and priorities. As part of the Accountability to Affected Populations (AAP) framework, the Cox’s Bazar refugee response needs to ensure that all communications from persons of concern, both positive and negative, inform protection, assistance and solutions programming, and that corrective action is taken as appropriate by all partners concerned. An effective and accountable response requires continuous and meaningful inclusion of persons of concern, understanding their needs and protection risks, and pursuing protection, assistance and solutions that take into account their perspectives and priorities.
UNHCR Refugee helpline in Cox’s Bazar was established to allow refugees to call and receive information, provide their feedback or report issues to UNHCR. The aim of the helpline is:
• To provide a reliable, accessible and affordable means of communication with refugees
• To enable UNHCR and partners to effectively manage feedback, queries and complaints from refugees in Cox’s Bazar and to provide timely responses to their concerns
• To provide a safe, confidential system for reporting sensitive complaints
2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
The Protection Associate (Refugee Helpline Quality Coordinator) is responsible for:
- Manage complicated calls that are referred by helpline staff.
- Monitor helpline staff’s interactions with refugees and concerned people on the calls against specified policies and procedures.
- Coach, audit feedback, identify training needs to promote quality and highlight and escalate process gaps.
- Conduct daily briefing session before each shift login. QAs to discuss fresh updates for the day reiterate any important update/information and give out the observed errors found during audits.
- Update general Q&As from different sectors based on operational needs.
- Facilitate weekly calibration sessions.
- Conduct training needs assessment.
- Process improvement & Closure of identified service gaps
- Responsible for the oversight, compliance and management of all quality activities, programs and initiatives within the assigned project.
- Ensure that all staff are trained in call procedures and how to deliver quality service to the customers.
- Conduct staff file inspection to ensure all agents are coached accordingly.
- Delivery of daily, weekly and monthly quality reports and interactive dashboard by collaborating with Information management focal point.
- Perform other related duties as required.
3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
- Number of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all times
- Number of visible praises to team on productivity matters
- Quality of feedback from direct operators regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team
- Number of learning circles executed periodically for resources for improvement on quality outcome on calls/processes
- Call monitoring target is 3/operator/day
- Number of referrals in proGres or KoBo entries by Helpline operator
- Refugee CFM (Helpline) monthly report regularly updated and submitted
4. Qualifications and Experience
a. Education
- Bachelor’s degree in a relevant field in International Law, Political Science, Development/Humanitarian Studies, Communications, or related field in Social Science is required.
b. Work Experience
Two years relevant work experience with Bachelor or equivalent or higher degree. Work experience with hotline/contact centre is strongly desired.
c. Key Competencies
Required:
Fluency in English and of Chittagonian and/or Rohingya language
Great computer skills, including the use of email, web browser and data entry techniques.
Great reporting/drafting skills
Ability to work under pressure
Good skills in delivering training materials
Professionalism
Integrity
Teamwork and respect for diversity
Commitment to continuous learning
Planning and organizing
Communication
,
,
,
,
Skills
Education
Certifications
Work Experience
Other informationThis position doesn't require a functional clearance