Organizational Setting and Work Relationships:
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, and provide accurate and timely responses. The incumbent will be supervised by a UNHCR staff member in the office of assignment (Islamabad, Peshawar). 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).
Duties and Responsibilities:
Education & Professional Work Experience:
Years of Experience / Degree Level
Experience in working with UNHCR Registration procedures.
Essential - very good knowledge of English and local languages (spoken and written) Pashto, Balochi and Urdu. Knowledge of Dari or any locally used language by the refugees will be an asset.
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.
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation
Planning and Organizing
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