Hardship Level (not applicable for home-based)E (most hardship)
Family Type (not applicable for home-based)
Non Family
Staff Member / Affiliate TypeUNOPS LICA4
Target Start Date2024-06-01
Job Posting End DateMay 27, 2024
Terms of Reference1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
The 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, letters and queries received through other means including face to face contact, and provide accurate and timely responses. The incumbent will be supervised by a UNHCR staff member in the office of assignment (Quetta). The helpline will be integrated with UNHCR's pre-existing public information lines.
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 incumbent will be required to be proficient in one or more of the main languages spoken by Afghan refugees in Pakistan (for instance, Pashto, Dari or Hazaragi).
2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
• Receive and respond to calls received through the helplines in a kind, helpful and professional manner.
• Respond to email contacts or letters or face to face queries and provide accurate and timely responses.
• Remain abreast of all information and updates on assistance and services to persons of concern to ensure that information being provided is accurate and up-to-date.
• Record the incoming calls and details in designated databases in an accurate and timely manner.
• Compile and report on Helpline’s trend - including concerns, and information coming from persons of concern.
• Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
• Provide counselling and guidance to individuals calling the helpline.
• Make outbound calls as needed to schedule appointments, collect information, participate in emerging exercises, etc.
• Provide face to face counselling and information dissemination when required.
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 calls responded to
• Participation in capacity building sessions for the helpline staff
• Participation in CBP internal meetings and those with the partners
• Support in recording and response to other types of CBCM (Community Based Complaint Mechanisms)
4. Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
a. Education (Level and area of required and/or preferred education)
Years of Experience / Degree Level
• Completion of High School Diploma with relevant experience in Humanitarian and related fields.
• Minimum 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher
b. Work Experience
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
Desirable:
Experience in working with UNHCR Registration procedures or relevant experience working with any other organization with similar responsibilities
Language Requirements:
Essential - very good knowledge of English and local languages (spoken and written) Pashto, and Urdu. Knowledge of Dari or any locally used language by the refugees will be an asset.
Functional Skills
IT-Computer Literacy. Ability to work with databases. Ability to operate phone systems. Experience in public relations, communications, or other similar public-facing employment is desirable.
c. Key Competencies
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
Competency Requirements:
Core Competencies:
Accountability
Communication
Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation
Cross-Functional Competencies:
Analytical Thinking
Technological Awareness
Planning and Organizing
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Skills
Education
Certifications
Work Experience
Other informationwritten test might be conducted for this positionThis position doesn't require a functional clearance
Home-BasedNo