Project Context and Scope
Since 2006, IOM Ukraine Protection Programme operates a well-established National Toll-Free Counter-Trafficking and Migrant Advice Hotline 527, which is providing consultations on counter-trafficking and safe migration, and lately on a variety of other topics such as work of humanitarian organizations / diplomatic institutions, human trafficking and safe travel, social support opportunities, border-crossing points, non-visa border crossing, procedure for seeking asylum, obtaining refugee or temporary protection status, border crossing by men subject to conscription, border crossing by children, protection of rights while abroad. According to IOM estimations, more than 300,000 Ukrainians have suffered from human trafficking since 1991. The full-scale invasion has increased people’s vulnerabilities in general and the risk of trafficking in particular, as displacement, poverty, deterioration of mental health, and other losses have led to an increased tendency for risky behaviours among Ukrainians. After the full-scale invasion the Hotline, proved and continue to be one of the most important tools for the dissemination of migration-related information and trafficking prevention messages. IOM is seeking to urgently boost the capacity of the hotline by engaging additional hotline operators those fluent in Ukrainian and potentially in English languages who are compelled to lend their capacities to support the Ukrainian population affected by the war. The hotline can be operated via the internet – hotline staff shall provide information support to hotline callers remotely online with ICT support from IOM, and in coordination with other hotline operators and staff.
Organizational Department / Unit to which the Consultant is contributing Protection Unit, IOM Ukraine Protection Programme Tasks to be performed under this contract Category B Consultants: Tangible and measurable outputs of the work assignment
According to the weekly schedule (up to 6-hour per day), receive incoming hotline calls and provide consultations, as per the 527 Hotline guidelines and procedures. Consultations on counter-trafficking and migration related topics will be provided over the phone or other online platforms, in Ukrainian. Refer callers in need of specialized support to the most suitable and available staff, either the Hotline Lawyer or the IOM case managers, strictly adhering to the 527 Hotline referral procedures and guidelines. Refer callers to external service providers if needed. Ensure that confidentiality and the right to privacy is maintained at all times with regard to confidential client information. Stay up to date on existing referral pathways and proactively support the maintenance of the internal services mapping to ease referrals to other service providers. Ensure logging all received or made calls and inputting required and relevant information in IOM’s Hotline database on Salesforce platform and existing CRM system. Adhere to data protection guidelines and ethical standards. Provide feedback on hotline-specific Standard Operating Procedures (SoPs) and remain committed to work in line with all applied SoPs, as needed. Participate in onboarding trainings for the hotline consultants, as well as further supervision sessions. Join Hotline team meetings when scheduled. Perform such other duties as may be assigned. Performance indicators for the evaluation of results
Provision of consultations at the National Toll-Free Counter-Trafficking and Migrant Advice Hotline 527, according to the established schedule. Registering data on the calls received in the IOM’s hotline database. Regular referral and redirection of most vulnerable cases as needed. Education
Advanced degree in Counselling, Counselling Psychology, Social Work, Education, Communication, Law or related fields. Experience
Experience in the provision of counselling services. Experience in remote counselling methods. Experience in counter-trafficking prevention and promotion of safe migration is a distinctive advantage. Languages
Fluency in Ukrainian is required. Fluency in English is a distinctive advantage. IOM’s official languages are English, French and Spanish. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Travel required
No. Required Competencies IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process. Values - all IOM staff members must abide by and demonstrate these three values:
Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion. Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. Courage: Demonstrates willingness to take a stand on issues of importance. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators
Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate. Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way. Notes
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. IOM covers Consultants against occupational accidents and illnesses under the Compensation Plan (CP), free of charge, for the duration of the consultancy. IOM does not provide evacuation or medical insurance for reasons related to non-occupational accidents and illnesses. Consultants are responsible for their own medical insurance for non-occupational accident or illness and will be required to provide written proof of such coverage before commencing work. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application. For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies